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CONTACT CENTRE
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What naturally follows from that are the kinds of
new possibilities for flexible working such as truly
blended agents that we will see in 2020. Again, it’s
all driven by the increasing convergence between
technologies and the flexibility this gives. Setting
up a Contact Centre is simpler than ever and what’s
more the features on offer are delivered with high
quality and total flexibility. This means that as you
scale up you can bolt on all sorts of functionality.
So you might start with an IVR and end up bolting
on call recording, MiFID II compliance features or
automated PCI-DSS redaction.
Working within an established framework like
Microsoft Teams means you can use that as a solid
platform to build all sorts of stuff on top. If you add
the User Experience advances we’ve talked about,
like the multi-party video calling that we have
implemented in our “Meeting” service, or the ability
to manage your contact centre groups in real time,
the next year is shaping up to be an amazing one. So
for example, one great new service is our Contact
Centre Wallboard. I’m amazed how flexible it is - you
can have all of your Contact Centre analytics in one
place, even on your phone if you want, with just one
piece of code.
We’re especially excited about our recent acquisition
of Ziron, which is going to expand our ability to
deliver new features across voice and messaging
as well as amazing features like local – national
breakout. For partners with an international
PARTNERSHIP
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POWERFUL
At TelcoSwitch we have assembled an
executive team that has walked the walk
and really understands what it takes to
grow this kind of business – we currently
boast of an annualised 123% growth rate
over the past 4 years and some 50,000
users. We want all of that know-how to
be of benefit to our partners. Our mission
for 2020 is to provide partners the kind
of end-to-end service that accompanies
them on their journey to success.
This is why we have put in place the
new Portal and invested heavily in
our Customer Success function, for
everything from white-labelling to
making sure that partners have the
know-how from their first meeting all the
way to making a complex tenant plug and
play on time, every time.
We are also innovating elsewhere outside
of the technology sphere, by designing
a set of financial products that we have
brought together as LeaseSwitch. So just
as you might get your car finance from
the same dealer that sells you a vehicle,
LeaseSwitch is there to offer bespoke
financial solutions to our partners. This
means they can run their balance sheets
more smoothly and predictably, and pick
up gains by reducing capital spend and
reducing exposure to corporation tax.
Overall we’re very excited about 2020
and beyond, and it goes without saying
that we would love to hear from Comms
Business readers about any of the trends
I’ve addressed above.
Wishing all our existing and future
partners a happy, healthy and prosperous
new year.
customer base this can deliver some massive
benefits, with the flexibility that comes from
being effectively able to originate calls in multiple
overseas territories.
CALLING
COMPLIANCE
Having that level of control over everything is all
the more important when you consider that 2020
is also a year further into the GDPR era. Many
organisations are now coming into the scope of
new regulations like that so it’s not just financial
firms affected, who of course experienced this
kind of thing with MiFID II already. It’s a challenge
of course, so we are really focused on helping our
partners by enhancing key compliance elements like
CallCabinet.
For example, the new Atmos AI sentiment analysis
features leverage the call recordings in CallCabinet
to give the business real insights to call quality and
sentiment, and even a lexicon that is specific to the
industry sector. When you consider how difficult and
costly it was to set up these kinds of functionalities
only a few years ago, it shows that we are really
moving to a new phase.
Let’s not forget that we should start to see some
of the impact of 5G in the market this year, and the
impact that is going to have which I feel is quite
poorly grasped at the moment. But one thing is for
sure - once 5G is available on more networks and
devices, the convergence trend is only going to grow
stronger.
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