It has been a busy year for Pridis, with the Dutch firm launching the cloud-based version of its Connecsy attendant console and, more recently, its new web client.
Connecsy Cloud is compatible with the collaboration platforms provided by two leading US names, Microsoft and RingCentral, which have seen strong growth across the world over the past two years – including in Europe.
Ronald Rubens of Pridis explained to UC Today that there are subtle differences in business communication between Europe and America.
He says that in America, it is common for a lot of companies to call a contact person directly and that from Europe, calls are often made to a company’s general number.
Pridis bridges the gap for attendants with Connecsy, as they have access to the database that was uploaded from the CRM, within the native attendant console in Microsoft Teams.
For info desks, service desks, receptionists, and attendants within Europe, it is a very valuable addition and makes Microsoft Teams, which is now globally accepted as a standard communication resource. The same is true for companies in the US and Canada which operate a first-line incoming business communication.
This, Rubens said, is the essence of the Pridis offering. It takes the platforms provided by vendors and creating software that sits on top of them with additional features, giving customers a route into businesses, and giving attendants the ability to direct them appropriately.
He went on to explain that this trend goes hand in hand with the shift the communications industry has experienced in recent years – from a device-centric approach to a user-centric one.
Historically, people would call a number linked to a single phone and assume (or hope) that the owner of the number was sitting near the device. This started to shift when PBX systems introduced features such as call transfer – but we’ve now moved closer to a user-centric environment, where calls and messaged can be received across multiple devices.
“The whole world is moving to a user-centric approach, but how do you resolve the issue if you don’t know the user.
“If you’re using Teams, for example, you need to know the person who can solve your problem – but what do you do if you don’t know who that is?”
Pridis, Rubens said, sits at the point where the device-centric approach meets the user-centric.
“Pridis is adding a device-centric element to a user-centric environment, because people can call a centralised number and speak to someone that can direct them to the right person.”
New Horizons
Pridis’ heritage is well and truly in the attendant console space, but Ruben revealed that a new venture has just taken off.
SentioCX is a sister company that is focused on transferring chats from bots to a live agent.
The philosophy of this company, of which Rubens is CEO and co-founder, is to create a smoother process for customers that start their query in an automated chat window but need to be escalated to a human.
Crucially, the software is able to determine the intent of the customer, allowing businesses to fast-track customers that have a grievance or may be considering moving to a company’s rival.
“This is something that the industry is still struggling with,” Rubens said. “Bots can gather a lot of information, but they’re not perfect and they don’t know what to do with the information.
“We have developed a product that determines intent and, based on that, prioritises the transfer because there is a risk of losing the customer.”
from UC Today https://ift.tt/RlGesM0
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