Most modern businesses are well aware of the value of data in today’s world. Leaders are leveraging the power of analytics to save money on everyday processes, improve efficiency, and even improve customer experience. One of the most powerful tools available for enhancing the potential of analytics is artificial intelligence.
AI solutions make it easier to process huge volumes of data, understand patterns, and detect trends human beings would typically miss. With special subsets of artificial intelligence like “natural language processing,” we can even pull deeper insights from everyday conversations.
Vendors in the UC and CX space are beginning to offer these powerful “conversational analytics” tools to help companies understand their audience, enhance employee engagement, and improve everyday interactions. Here are just some of the vendors making waves in the space.
RingCentral
RingCentral positions itself as one of the leading innovators in the communication landscape for both internal and external conversations. The company offers a huge range of collaboration tools, contact centre technology, and powerful API integrations.
Since the company purchased “DeepAffects” in 2020, it has also been strengthening its focus on new ways of giving users meaningful business insights. Today’s RingCentral customers can access amazing AI capabilities in pre-meeting, meeting, and post-meeting experiences, allowing for a better understanding of business communications.
RingCentral’s state-of-the-art technology helps businesses to create smarter in-office conversations and more effective discussions with customers at the same time. RingCentral real-time speech analysis can even detect voice prints for security and offer overviews into speaker emotion.
Microsoft
Quickly emerging as one of the most popular vendors in the communications space, Microsoft is no stranger to disruptive technology. The company consistently updates its UC tools with features to boost employee and customer experience. Over the last couple of years, we’ve seen the Microsoft Teams space embrace everything from virtual backgrounds to AI assistants.
Microsoft’s solutions for conversational AI are fantastic for both employee and user experience. Natural Language Processing tools within Teams can automatically transcribe and translate conversations in meetings to bridge the gaps between teams. Employees can also leverage solutions like Cortana to discover the benefits of having their own virtual assistants.
What’s more, Microsoft’s amazing selection of partners allows companies to implement new uses for conversational analysis into their ecosystem. Organisations can even access contact centre tools and compliant recording systems.
Avaya
One of the better-known companies in the communication landscape, Avaya offers a combination of UCaaS and CCaaS solutions to brands of all sizes. Avaya’s comprehensive toolkit of communication solutions comes with a wide variety of disruptive features to explore. The company is also heavily invested in the AI landscape, with its own conversational intelligence tools.
Conversational intelligence built into the Avaya ecosystem allows companies to transcribe calls automatically, set up workflow automation, and even detect customer sentiment. The tools can help companies to improve employee experience and engagement while also offering insights into the best ways of boosting consumer loyalty.
What’s more, because Avaya integrates so well with other leading tools for analytics and insights, like Salesforce and Zoho CRM, it’s easy to track insights across a range of platforms.
Vonage
A market leader in UCaaS, CCaaS, and CPaaS, Vonage offers business leaders a multitude of ways to enhance and improve the technology stack. The company’s flexible ecosystem of tools can evolve to suit different organisational needs and comes with access to disruptive AI capabilities.
