The intelligence of tech systems for analytics, reporting, and data management has for the longest time been largely regarded as ’add-ons‘ to the telecoms landscape and most business concerns. However, the years of virtual everything in 2020/21 paved the way to a future where intelligence is no longer optional. Companies rely on insights to keep businesses from crumbling due to overly complicated situations.
With the rise of decentralised and remote working on various levels, companies now depend on intelligent ways to monitor employee performance in real time. Businesses want to pinpoint issues in customer service. Intelligent reporting tools form a crucial part of the employee engagement strategy. Gamification in the form of wallboards and real-time reports prevents remote teams from losing their connection to the business.
Intelligence has a massive impact on how organisations support their workforce in an increasingly challenging and pressurised environment. In times when call volumes accelerate and customer demand increases, AI virtual assistants and chatbots can automate repetitive processes and manage aspects of self-service for today’s teams. These tools are becoming an essential part of ensuring that team members can continue to focus on the tasks that require the most human creativity, interaction, and engagement.
More than just a tool for analysing the customer journey and providing business intelligence, AI is becoming a fundamental aspect of every part of the telecoms stack. Today’s telecoms vendors need to look at how they can intelligently support everything from productivity to agent management with the right services.
Happy Telecom is here to help your business get started on your journey of getting aligned with artificial intelligence in ways that will put you ahead of your competition and produce better results for your customers, all while providing your workforce with an effective way of managing data. Speak to us about the best solution for your organisation.
Source: AKIXI
By: Jacqueline Freer-van Zyl
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