Mitel, ASC Technologies To Boost Business Analytics With MIR Insights AI
Mitel has partnered with ASC Technologies to produce a business analytics platform, MIR Insights AI.
Mitel has officially launched its Insights AI solution, now available for general use. This innovative tool aims to enhance business analytics by fully automating the analysis and categorisation of recorded communications, providing organisations with deeper insights and more efficient data management.
“MIR Insights AI underscores Mitel’s focus on practical innovation by tapping into next-gen AI capabilities to help customers increase efficiency and simplify daily activities,” said Martin Bitzinger, Senior Vice President of Product Management at Mitel.
MIR Insights AI utilises a built-in GenAI engine, supported by Microsoft Azure AI Services and OpenAI foundation models, which assists in searching for critical keywords, patterns, and phrases predicated on a predefined template. This intends to provide customer service professionals with AI-powered recording summaries and sentiment detection.
This tool also offers voice recording transcripts in over 100 languages, enhancing the efficiency and effectiveness of customer service operations.
RingCentral To Deliver Global, Compliant UCaaS In India With New PAN License
RingCentral has announced it has been awarded the PAN-India licence, allowing it to deliver global, compliant UCaaS and CCaaS for multinational organisations with India operations.
The UCaaS and CCaaS vendor has received the PAN licence from the Department of Telecommunications (DOT), enabling it to operate across all 22 telecommunications circles in India. RingCentral says this makes it the first “cloud provider to deliver fully-compliant UCaaS and CCaaS solutions for India”.
“Securing the PAN-India license marks the beginning of an exciting new chapter for RingCentral in India as we continue to push the boundaries of global collaboration and customer experience,” explained Sathesh Murthy, SVP of Engineering and GM India at RingCentral.
Our comprehensive cloud solutions, Global RingEX Select and RingCX, enable seamless communication for organisations with offices in India, as well as those looking to enhance their customer engagement capabilities. Our unmatched reliability, secure platform, and trusted solutions are a game-changer for multinational organizations looking to optimize their business communications and customer interactions.”
RingCentral empowers multinational organisations to connect their global offices seamlessly with India branch offices through Global RingEX Select. This solution aims to facilitate smooth communication and collaboration across messaging, video, and phone, ensuring that all branches are well-integrated and can operate efficiently.
Dialpad Acquires Workforce Management Business Surfboard
Dialpad has announced its acquisition of the workforce management business Surfboard.
Dialpad says it’s strengthening its status in the contact centre space by acquiring Surfboard, a modern workforce management (WFM) platform that aims to streamline every step of the customer journey.
“One of the most time-consuming tasks for any modern team is scheduling meetings and managing a workforce,” said Vincent Paquet, Chief Product Officer at Dialpad. “In our hybrid and platform-powered workforce, enterprises want a single place for all business communications and organisation. The team at Surfboard has created an exceptional product for workforce management, and we’re excited to combine our capabilities to bring customers the very best AI-native WFM on the market.”
Additionally, Dialpad announced Jen Grant as its new Chief Marketing Officer (CMO) and Atit Shah as its first-ever Chief Security Officer (CSO) as it surpasses $300 million in ARR. The company says this cements its “leadership in revolutionising customer communications by delivering purpose-built native AI capabilities to the entire customer journey”.
Microsoft Teams Gets Outlook’s New Calendar App
Microsoft has announced it will introduce Outlook for Windows’ new Calendar application into Teams.
Among the new AI-powered productivity features for the calendar app are improved meeting creation, the ability to access meeting artefacts more easily, a new command bar that adapts to users, new “Meet Now” and “Join with ID” functions, and even weather information. Additionally, work plans can be integrated using Microsoft Places to show work location and teammates’ availabilities in the office.
The new Teams calendar app will be generally available in January 2025, but users will be available earlier as an opt-in trial via a toggle button, similar to how users were able to switch between Classic Outlook and New Outlook in the past. This trial will be available in November.
