12/5/2023 0 Comments Callcenter world![]() VoIP technology stores data securely in the cloud and allows call center software to integrate with many external SaaS applications from a wide range of specialist companies resulting in an ever-evolving and powerful synchronized business tool. ![]() With VoIP infrastructure, calls are transmitted over an internet connection to suitable electronic devices like smartphones, laptops, tablets, and VoIP hard phones. With the rapid evolution of technology and changing customer expectations, events like Call Center World play an essential role in helping companies stay ahead of the curve and deliver exceptional customer service.Virtual call center software functions through VoIP technology. Attendees had the chance to learn about the latest trends and innovations in the industry, as well as network with like-minded individuals. ![]() Overall, the 2023 Call Center World in Berlin was a great success. Having such a consolidated landscape today unleashes Salehiya’s ambition to embrace all these new technologies of tomorrow. And this is also the story of Salehiya, a medical wholesaler from Saudi Arabia, which business decision to go Cloud was built from SAP Service Cloud and Sinch Contact Pro pieces, bringing Salehiya to some remarkable figures like: That’s why most organizations start with major channels first in order to be ready to face the next challenges. However, all these new brave and shining ideas are built on a solid background – a consolidated multichannel communication of today will ensure steady progress into the future. Solid background → steady progress into the future This is one of the ways how to significantly reduce service costs and solve the current pressing issue of human agent turnover. In the field of Artificial Intelligence, simple and repetitive tasks will be more and more offloaded from human agents to virtual ones. The following demo flow demonstrates how such a volume can be managed using ChatGPT AI.ĪudioCodes, the leading vendor of advanced voice networking and media processing solutions for the digital workplace highlighted, that in 2026 more than 50% of all Contact center solutions will be in the Cloud. Such a huge increase in volume cannot be managed by only human-powered force anymore and therefore AI comes into the game. Sinch, telecommunications and cloud communications platform vendor from Sweden approached the topic of AI by managing rapidly increasing usage of instant messaging services as seen in the following picture. Mentioning some typical vendor representatives, I would like to highlight two of them – Sinch and AudioCodes. ![]() The leitmotif of this year „Total Experience Management" was present in many forms in every presentation, demo, and discussion in the expert groups and it materialized in two main topics which resonated in each vendor's booth – Cloud and Artificial Intelligence. There were also presentations and case studies from leading companies and organizations on how they have successfully implemented new technologies and strategies to improve their customer service and call center operations. The conference featured keynote speeches, panel discussions, and workshops on a wide range of topics, including omnichannel customer service, artificial intelligence, machine learning, automation, chatbots, and digital transformation. Commentary by Jan Ferjo, Business Development Director ![]()
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