The Crexendo® team has endured a busy few weeks of travel and events. Our latest event, Channel Source – Powered by Telarus, brought us back to sunny South Florida. Crexendo® was featured in the event, and our own Chief Revenue Officer, Jon Brinton, shared his knowledge in two expert panel sessions.
Crexendo®’s channel team loved meeting with the nearly 1,000 participants at the Summit. Our relationship was initially with TCG, the original sponsor of the event, but since Telarus acquired TCG, it was the first event where the Crexendo® team had great exposure to the expanded Telarus Partner community. Crexendo®’s UCaaS and CCaaS services are now available to all Telarus Partners through their portfolio of supplier relationships.
As a Technology Services Broker, the Agents of Telarus can consult with customers on a broad range of technology solutions for their business. For the TCG Partners, the event was a great exposure to the many proprietary tools that Telarus has built to empower them to effectively deliver solutions to end customers. Crexendo® is proud to have Telarus as a Partner in expanding the great relationship that we had with TCG.
How Is AI Being Used in UCaaS and CCaaS to Increase Efficiency?
The primary topic of discussion was how artificial intelligence (AI) is used in CCaaS and UCaaS to increase efficiency. AI has been a buzzword, exciting prospects, and customers alike. Why? Well, it’s used in a wide range of industries, already creating advantages for those currently using the technology. These successes have prompted even more discussions about its potential. During his first session, Jon Brinton discussed how AI could transform customer and client experiences, drive revenue, cut costs, and provide clients with a better overall customer experience. Not to mention how Crexendo®’s platform can deliver all that and more.
Brinton also discussed the role of AI in UCaaS for services like transcription and sentiment analysis. These tools allow companies to turn conversations into data that can be quickly reviewed and managed to improve employee efficiency. However, not all tools are built the same. For example, one Sentiment Analysis tool might flag trigger words. If a customer says, “I would never want to cancel this amazing service.”, the word “cancel” would imply negative sentiment. A different Sentiment Analysis tool can understand tone and inflection, recognizing this particular interaction as positive.
Brinton delved deeper into the topic and discussed the services within CCaaS, along with the ability to deploy omnichannel customer experience tools, such as web chat, SMS, social media, and email, which have the ability to help an organization elevate its customer service. AI can be implemented to create bot-based interactions that field simple requests efficiently, allowing your business to reserve its agents for more complex customer interactions. AI can also be infused into management reporting to assist supervisors in coaching their agents, thus improving their skills.
Starting with EX to Deliver CX – Why UCaaS Matters to Your Customers
Most of the industry is familiar with the term “CX,” meaning Customer Experience, but what does EX mean? This is what Jon Brinton asked the audience in his second expert panel. EX means Employee Experience, something that can matter greatly to your customers.
Studies have found that when your organization delivers a great experience to its employees, they go on to deliver a better experience for your customers. A key driver of employee experience is providing them with the necessary tools and making sure they are effective and easy to use. This means, having a robust, simple-to-manage, and easy-to-use platform will produce positive results.
How do you make sure your employees have the tools they need? Give them options. If employees prefer to communicate using their mobile device or a web browser over their desk phone, why limit them? When it comes to a desk phone, Crexendo® supports more devices from more manufacturers than any other platform, giving individuals the option to use the brand they prefer. Deskless workers, who currently consist of 75 percent of the workforce, can use their Android or IOS devices. The primary advantage is they can use their business number, not their personal cell phone number, all while accessing powerful business communications tools in our application.
To finish off, Mr. Brinton shared another advantage of Crexendo®’s platform and how it helps organizations improve the employee experience by integrating communication tools into industry-specific applications they use for business. A majority of business verticals have specialized applications they use regularly. Crexendo®’s platform helps save employees from toggling between various applications because it integrates into more than 300 applications and business tools, helping to speed up the training of new employees and simplify their job.
If you were in attendance, it was a compelling discussion. Mr. Brinton demonstrated the advantages of AI in UCaaS and CCaaS and how the Crexendo® platform has led the way with this technology. We look forward to watching how AI will influence the UC space. Channel Source – powered by Telarus was one to remember and will go down in the books as a complete success, and we want to thank everyone who made this experience positive. If you’d like to learn more about how you can become a Crexendo® Channel Partner, please visit our website to learn more.