As the way we communicate continues to evolve, the concept of unified communications transforms with it. In the past, unified communication was the term used to refer to a system that combined fax, phone calls, and maybe emails on a business back-end. Now, UC and UCaaS solutions are comprehensive and immersive tools, packed full of unique solutions for better conversations.
As communications become more multi-channel and complex, the tools we use to enable better conversations to have changed, bringing a new wave of artificial intelligence, automation, and bots. Intelligent solutions could be the key to a transformational UC experience.
Bringing Bots into the UC Space
One of the most significant benefits that bots have on the UC landscape, is their ability to combine multiple avenues of communication on a company’s backend. Bots in UC can transform a complex communication stack into a single pane of glass where users can see all of the data they need in one place. That means less jumping between tabs and services to get work done.
Bots use algorithms and APIs to bring the “unified” aspect into UC, but they can also deliver a wide variety of other benefits too, such as:
- More efficient meetings: Unified communications isn’t just about external conversations. Increasingly, UC is also beginning to include collaboration tools that allow team members to work more effectively together. With AI driven bots, these meetings can become more effective. Bots can take notes so that team members don’t have to or transcribe audio and video conversations. They can automatically find the best time for a follow-up meeting by checking calendars, and surface valuable information for a discussion
- Advanced analytics and integrations: As mentioned above, bots have the power to pull various tools together through integrations and give businesses a more complete overview of the unified communications environment. AI-based tools can accumulate large amounts of data from all the communications tools you use and use that information to pinpoint trends and deliver suggestions for how to improve your UC operations
- Improved customer experiences: Bots in unified communication can even assist with boosting the customer experience. Having access to various forms of information and communication tools on a combined environment allows team members to deliver better experiences to clients. UC bots can also assist with things like routing to ensure that clients reach the right people when they call a company. They can also deliver more effective IVR experiences and recording tools for security and compliance
Making UC More Intelligent
In a time where unified communications is growing increasingly complex and multi-faceted, AI and bots could be the key to delivering better insights, more productivity, and greater efficiency for every team. As the world of bots becomes more accessible, we’ll continue to see new ways that this technology can transform the way that people communicate.
Already, APIS and integrations are making it easier for companies to embed bots into all aspects of the communication stack. Going forward, there’s no doubt that demand for bots in UC will continue.
from UC Today https://ift.tt/3n6AlEA
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