Artificial intelligence, or AI, can do things every call center manager has dreamed of, but never thought could happen. Improve the customer experience. Generate advanced metrics that are critical to strategic planning. Cut costs. Boost efficiency. Free human operators to do what they do best, while AI handles the repetitive, predictable tasks.
That’s what makes the newly expanded partnership between Mitel and Talkative, an innovative provider of AI customer service solutions, so exciting: Talkative’s generative AI (GenAI) tools will now be fully integrated with Mitel’s contact center solutions.
The result: Automation and analytics far beyond what was previously available in call centers.
Talkative brings the following capabilities to Mitel-based systems:
- AI Virtual Agents. Flexible, easy-to-manage, and multi-lingual virtual agents intelligently understand the meaning of customer requests, improving response relevance.
- Live Chat and Video Calling. Contact center employees can engage more quickly and effectively with customers with real-time agent chat enhanced by GenAI, and AI transcripts for video calls that can be delivered via a website, app, or messaging channel.
- WhatsApp, SMS, and Facebook Messaging. Enables full compatibility for customer interactions via social messaging on MiContact Center Business and Enterprise.
- AI Analytics, Insights Reports, and more. Analytics and reporting features provide data insights to help contact centers continuously improve their customer experience (CX), operational efficiency, and overall performance.
Benefits of Omnichannel
Another reason why VOIP Networks is offering this new solution is that, unlike many siloed AI applications, Talkative’s AI integrates voice, email, and chat for even more efficiency.
Instead of using one app for webchat, another for voice, and a third for email, Talkative pairs seamlessly with Mitel to deliver a true Talkative omnichannel experience with a consistent interface. Not only does that greatly improve the customer experience, but it also reduces training time and increases accuracy and efficiency for staff.
Understands Your Operations. And Your Customers.
This sophisticated AI system understands the underlying meaning of every customer’s request based on your internal knowledgebase. It can converse with customers naturally in multiple languages, or transfer to a live agent when needed. Setup, fully supported by VOIP Networks, is simple, and the metrics are impressive: a 50+% containment rate is typical.
The technology is secure, and VOIP Networks can help integrate it with other aspects of your operation. When a customer asks, “Where is my order?” Talkative can integrate with your CRM/API, perform a lookup, and respond. It can respond to customer requests to immediately send documents or other information. For example, if the customer sends a text request for emailed documents, the system can manage the entire process—with no human intervention.
And, as the system learns your operations and your customers, it constantly improves.
Backed by White-Glove Support
VOIP Networks can help organizations of all types add the power of generative AI to a new or existing system. Our experts provide complete setup, training, and support, no matter which equipment you choose, to ensure that your communications system fits your needs and offers critical capabilities and quality. We also offer a free proof-of-concept installation so you can try the system before making a purchase. In addition, we can help integrate existing applications and hardware with a Cloud9 managed private cloud system in one or many locations. Best of all, VOIP Networks provides white-glove, U.S.-based support 24/7/365 to clients of all sizes.
To learn more and discuss your needs, please contact us at 800.494.0000 or sales@voipnetworks.com.
