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Unified Communications as a Service (UCaaS) is a cloud-based service that combines various communication methods into a single platform, such as voice, video, instant messaging, and conferencing. This allows users to easily access and use different forms of communication from any device without separating systems or software. It simplifies communication and improves business collaboration by providing a unified user experience.
Our agnostic approach to Unified Communications as a Service means we deliver tried and tested voice platforms that allow full user collaboration in multiple environments with proprietary or open standard solutions.
Unified Communications (UC) is used in various settings, including businesses, government agencies, and educational institutions. In business, UC can be used to improve collaboration among employees, streamline communication with customers and partners, and increase productivity.
A Contact Centre as a Service (CCaaS) solution is a comprehensive platform that seamlessly empowers businesses to interact and communicate with their customers across multiple channels. These channels include phone, email, chat, and social media. By adopting an omnichannel approach, CCaaS solutions ensure that customers can effortlessly reach the business through their preferred mode of communication, resulting in a vastly improved customer experience.
CCaaS solutions are the foundation of a modern contact centre, offering a cost-effective and highly efficient way to manage customer interactions. These solutions provide essential tools that not only streamline customer communication but also help enhance overall customer satisfaction. With CCaaS in place, businesses can elevate their customer service game and stay ahead in the competitive market.
Give your agents a friendly, helpful assistant that real-time sentiment, transcribes calls in real time, and provides live coaching at every step.
Give your agents a friendly, helpful assistant that real-time sentiment, transcribes calls in real time, and provides live coaching at every step.
Give your agents a friendly, helpful assistant that real-time sentiment, transcribes calls in real time, and provides live coaching at every step.
Integrate your CRM solution to your contact centre solution seamlessly.
Give your agents a friendly, helpful assistant that real-time sentiment, transcribes calls in real time, and provides live coaching at every step.
The future of communication is poised to embrace advanced technologies such as artificial intelligence (AI) and machine learning (ML), revolutionising how we receive personalised information and services. This transformation is driven by gathering data on our communication habits and preferences, enabling the customisation of information and services. In Unified Communications as a Service (UCaaS), AI is increasingly significant in enhancing user experiences and optimising system efficiency. Here are a few examples of AI implementation in UCaaS:
AI-powered virtual assistants, like chatbots, handle routine inquiries and provide instant responses, freeing human resources for more complex tasks. These assistants utilise natural language processing (NLP) capabilities to comprehend user queries and offer relevant information promptly.
AI algorithms are employed to transcribe and analyse voice calls, extracting meaningful insights such as sentiment analysis, keywords, and call summaries. This automation aids in call quality assessment, identifying trends, and improving customer service.
AI-driven techniques analyse communication patterns and historical data to forecast future needs and trends. By identifying potential bottlenecks or issues, businesses can proactively address them, leading to better resource allocation and decision-making.
AI-powered speech recognition technology allows users to interact with UCaaS platforms through voice commands, enabling hands-free communication and enhancing user productivity. This feature finds particular value in scenarios where manual input could be more convenient and practical.
AI-powered virtual assistants can help users schedule meetings, make calls, and send messages, among other tasks. These assistants can also anticipate user needs and provide relevant information and services.
AI-powered chatbots can be integrated into UCaaS platforms to provide users with real-time assistance and support. They can answer questions, troubleshoot problems, and provide information on different features of the system.
AI-powered speech recognition and transcription can be used to transcribe calls, meetings, and other audio content, making it more accessible and searchable.
AI-powered natural language processing (NLP) can be used to analyse and understand the context of conversations and messages, which can then be used to provide more accurate and personalised responses.
AI-based anomaly detection algorithms can be used to detect unusual activity patterns and potential security threats in the UCaaS platform.
Understanding how our customers interact with us is vital for optimising operations. Utilising UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service) allows businesses to gather data on communication usage and customer interactions. These insights empower businesses to make informed decisions, improve customer service, and enhance efficiency.
Tracking the volume of chats and calls received over time provides valuable information about communication patterns, identifying peak hours or busy periods and enabling businesses to allocate resources effectively.
Analysing the duration of calls and chat sessions helps assess communication efficiency and customer engagement levels. It aids in identifying areas where interactions can be streamlined or improved.
Gathering and evaluating customer satisfaction scores offer valuable insights into the quality of customer interactions. This feedback allows businesses to address issues promptly and elevate the overall customer experience.
Monitoring agent performance metrics, such as response times, resolution rates, and customer feedback, helps identify top-performing agents and areas for improvement. This data can be used for training and coaching purposes to enhance agent efficiency.
By leveraging these analytics in UCaaS and CCaaS, businesses can create data-driven strategies that foster stronger customer relationships, optimise communication processes, and improve the overall performance of their contact centres. As technology and data analysis continue to advance, embracing analytics becomes an increasingly integral aspect of successful and customer-centric operations.
Microsoft Teams is a proprietary business communication platform developed by Microsoft as part of the Microsoft 365 family of products. With 1 Billion users in an acquisition drive over 24 months. Incorporate all your voice, video and chat as part of your O365 environment.
UCaaS (Unified Communications as a Service) and CCaaS (Contact Center as a Service) providers can use Microsoft Teams to access advanced functionality and features. Microsoft Teams serves as a hub for all communication and collaboration activities by adding integrated business-focused applications that include CC4Teams, ROGER365, and Analytics 365, each offering a suite of call centre, analytics, and customer success features.
Our partners can purchase wholesale Fiber and NBN (National Broadband Network) services through our platforms. These services are supplied to us by tier 1 upstream carriers. This means that our partners can rely on the quality and reliability of the services they re-sell to end users.
The benefit of procuring data services through us is that our partners can receive an all-in-one service. They only have to deal with one company, us, for all their data service needs. This can streamline the procurement process, reduce costs and increase efficiency. We can support our partners throughout the entire process, from initial procurement to ongoing maintenance and troubleshooting, ensuring that our partners make the most of the services they purchase.
Our voice platform can integrate with a customer's existing CRM (Customer Relationship Management) system, allowing them to manage their communication needs in one centralised location. This includes the ability to make and receive calls using the "click to call" feature, as well as saving important contact information for easy access. This integration allows for a seamless communication experience for the user, as all of the necessary information and tools are easily accessible within their CRM system. Additionally, it can help improve the efficiency and organisation of customer interactions, as all relevant information is easily accessible in one place. It allows for better tracking and analysis of customer communication for better customer engagement.
Our voice recording solutions can seamlessly integrate into various platforms, including telephone systems, customer service software, and other communication tools. Depending on the specific needs of the company or organisation, these solutions can automatically record conversations or be set up to record them systematically. They can function as part of a proprietary solution, integrated into a more extensive system designed and developed by our company. Alternatively, they can be utilised as independent "bolt-on" solutions, easily added to existing systems or platforms.
Once conversations are recorded, they are securely stored locally in our data centres, safeguarded against unauthorised access. This confidentiality ensures that only authorised personnel can access the recorded conversations. Additionally, our data centres are equipped with backup systems to prevent any loss of recorded conversations due to unforeseen technical issues.
Our voice recording solutions offer reliable and secure means for companies and organisations to record and store conversations. Moreover, they can be customised to meet the specific requirements of each individual client.
Endpoints refer to the physical device users interact with to access and utilise IP (Internet Protocol) communication services. These devices can include phones, computers, and tablets. These endpoints must be high quality and offer a good user experience.
Our team works with top-tier hardware vendors to ensure that the latest UC (Unified Communications) endpoints are certified to give users the best experience. This means that we test and verify that these devices meet specific standards and requirements, ensuring that they are compatible with our IP communication systems and provide high functionality and usability, including testing for things like voice and video quality, ease of use, and reliability, among other factors.
By working with vendors, we can offer our users a wide range of options to choose the devices that best meet their needs.
Channel UC not only offers a wide range of leading Cloud Communications platforms but can deliver on supporting these platforms and providing resources to supplement and help grow our solutions in your business. Our professional services scope includes provisioning tenancies, complex systems, hardware, and a host of PBX and Contact Centre Call flows, to name a few.
We can also offer extended support and services post-implementation to ensure our partners deliver on SLAs and that our combined reputation is undisputed in the market.
We empower our valued partners to access a comprehensive and seamless solution by leveraging our network's advanced voice traffic supply capabilities. With strategically established interconnects into tier 1 carriers, we confidently share raw carriage while delivering top-notch monitoring and performance features for our business customers, all at the competitive wholesale rates essential for sustained profitability.
