Enterprise Connect: RingCentral, LiveVox, Google Cloud, More Intro Latest AI, CX Innovations
This AI revolution is like "when we all learned about the internet," said one executive.
March 28, 2023
RingCentral has launched RingSense, an AI platform that brings conversation intelligence to business communications and collaboration. The product leverages AI and enables organizations to turn their conversation data into powerful insights. RingCentral officials say RingSense will unlock productivity and drive business outcomes.
Vlad Shmunis is founder, chairman and CEO at RingCentral.
“Today marks an important step forward in our journey. Generative AI is a game-changing technology that will fundamentally transform communications and collaboration. Natural language, and voice in particular, has always been a universal interface for information, intent, and emotion that has been largely untapped,” Shmunis said. “Now with RingSense, we have the opportunity to inject cutting-edge AI across the entire RingCentral portfolio and make communications a powerful resource for businesses to unlock new potential and quickly extract meaningful information and insights.”
Over the last few years, RingCentral has developed a set of AI models. They deliver conversational speech analysis and emotional sentiment recognition to the RingCentral platform. Last year, RingCentral rolled out numerous AI-powered video meetings capabilities. It was first to market with Advanced Meeting Insights and Summaries, the company said. It uses AI to enable a user to quickly catch up on a missed meeting or use the tool for automated note taking.
RingSense for Sales, the first offering in the RingSense AI portfolio, analyzes interactions among salespeople and their prospects to surface key insights and performance measures. The company said it helps them increase their sales efficiency. It provides sales leaders with insights to help them better train, mentor and drive their teams to greater levels of success. It includes automated follow-ups to drive productivity. Among other features, the AI-generated summary scoring helps managers prioritize conversations rather than sifting through them manually.
Contact center platform UJET has introduced UJET WFM, in partnership with Google Cloud. Natively available within Google Cloud Contact Center AI Platform, its workforce management suite offers highly accurate forecasting, scheduling and real-time adherence monitoring, the company said. This improves remote contact center agent performance, satisfaction and the overall customer experience.
UJET WFM enables contact center leaders to better prepare for rapidly changing operational requirements, and staff accordingly. This includes advanced forecasting and actionable insights for intraday performance changes that match a contact center’s needs.
Vasili Triant is COO at UJET.
“Managing a contact center has become much more complex in recent years due to the rise and proliferation of a distributed workforce, resulting in the need for more innovative workforce management tools,” Triant said. “UJET WFM powers the modern-day contact center with real-time data and analytics to optimize staffing, support omnichannel workflows, reduce manual labor and strengthen agent satisfaction. We’re excited to offer these capabilities, both to our customers and to Contact Center AI Platform customers, as they seek to streamline operations and improve their customer and agent experiences.”
UJET WFM features include rapid implementation and scalability as well as intelligent forecasting.
LiveVox has partnered with CGI to integrate LiveVox’s contact center platform within CGI’s CACS X for collections. The goal it to make it even easier to help consumers tackle their debt and offer pathways to recovery, the companies said.
CACS X is CGI’s next-generation, cloud-native debt management offering. Its new solution drives customer-centric default management across the collections life cycle. With this new integration, CACS X customers can leverage LiveVox’s CCaaS platform to create a turnkey collections, compliance and omnichannel communications platform.
John DiLullo is CEO at LiveVox.
“As a leading provider of debt management software, CGI was a natural integration partner for LiveVox,” DiLullo said. “Our outbound and inbound solutions featuring voice, text, chat and email can be fully utilized by the universe of CGI’s customers. Nearly every LiveVox customer experiences a burst of productivity when deploying our omnichannel products and I am sure CGI’s will be no exception.”
The integration between LiveVox’s contact center platform and CACS X will allow banks, credit unions and fintech organizations to deliver better customer experience (CX) across channels. The technology can improve agent efficiency and productivity and reduce compliance risk.
Workforce performance company Calabrio unveiled its new workforce management (WFM) integration with Zoom’s omnichannel contact center platform. The cloud-to-cloud integration gives Zoom Contact Center customers access to the true-cloud, enterprise-grade WFM solution.
Contact center executives are more budget-conscious under the current economic climate. Leaders are expected to achieve more with less as they combat the ongoing struggle to retain high-performing team members. Meanwhile, as technology evolves, consumer expectations continue to skyrocket. Consumers demand access to multiple channels, personalized interactions, more empathetic experiences and even faster resolutions.
With Calabrio’s WFM solution, Zoom Contact Center customers get the functionality of a highly scalable WFM solution that meets the complex needs of contact centers across all industries, the companies said. AI-powered forecasting and automated, multi-skill scheduling connects the right agents with customers at the right time. Intuitive self-scheduling available via mobile app and powered with virtual-assistance technology gives agents greater freedom and flexibility.
Poly, now part of HP, has announced a series of new product and partner updates focused on improving the hybrid collaboration experience.
These include:
· The Studio X family of Android-based video bars are now certified for Google Meet. This means the entire family of Poly Studio X devices are now certified under the Works with Google Meet program. This guarantees compatibility of video conferencing devices and peripherals with Google Meet. The Poly Studio X family of video bars are the first Android-based video appliances to deliver a comprehensive meeting experience for Google Meet users.
· When it comes to Microsoft Teams, the Poly Studio X70 video bar is the first and only large room solution now certified for the platform.
· Poly has also announced an entry-level single cell DECT handset — the Poly Rove 20 and B1 base station — equipped with up to 35-hour battery life designed for shift-based workers.
· Finally, Poly and NuCurrent teamed up to deliver future-ready tools designed for hybrid work with enhanced Qi charging capabilities.
Poly, now part of HP, has announced a series of new product and partner updates focused on improving the hybrid collaboration experience.
These include:
· The Studio X family of Android-based video bars are now certified for Google Meet. This means the entire family of Poly Studio X devices are now certified under the Works with Google Meet program. This guarantees compatibility of video conferencing devices and peripherals with Google Meet. The Poly Studio X family of video bars are the first Android-based video appliances to deliver a comprehensive meeting experience for Google Meet users.
· When it comes to Microsoft Teams, the Poly Studio X70 video bar is the first and only large room solution now certified for the platform.
· Poly has also announced an entry-level single cell DECT handset — the Poly Rove 20 and B1 base station — equipped with up to 35-hour battery life designed for shift-based workers.
· Finally, Poly and NuCurrent teamed up to deliver future-ready tools designed for hybrid work with enhanced Qi charging capabilities.
ENTERPRISE CONNECT — The opening general session for Enterprise Connect in Orlando, Florida, on Monday began with an in-depth conversation on the merits of generative AI for the future of work. For example, the AI can create chatbots in a matter of minutes and is able remove repetitive tasks for employees. This form of artificial intelligence is rapidly changing the working world. That was the consensus of executives at Microsoft, RingCentral, Google Cloud, Cisco, Vonage and Zoom who spoke at the session.
Microsoft’s Lan Ye
Lan Ye is corporate vice president of Microsoft Teams CMD group.
“It’s as exciting as it gets,” Ye said about the promise of generative AI.
Gary Sorrentino, global CIO at Zoom, likened this AI revolution to 1995, the year “when we all learned about the internet.”
Within this context, it’s not surprising the companies attending Enterprise Connect this week are quickly releasing their latest AI innovations.
This includes RingCentral‘s RingSense. The product leverages AI and enables organizations to turn their conversation data into “powerful” insights, the organization said. See the slideshow above to find out what they and other companies have unveiled regarding AI, CX and additional technologies this week.
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