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.
To introduce more companies to the power of conversational analytics, Vonage even created a dedicated tool capable of integrating with BI and CRM systems. The Vonage Conversational Analyser helps business leaders to ensure their employees are staying compliant and following the correct policies when interacting with others.
The tool can also assist with quality management and agent performance. You can use the analyser to see how top performers achieve their goals, and then build fantastic training strategies as a result. The solution even comes with access to speech-to-text functionality, custom dashboards, and automation.
Zoom
One of the major market leaders in the new age of video-first communications, Zoom has also begun to focus more heavily on the power of analytics. Recently, the company introduced a dedicated conversational intelligence platform for both Zoom Meetings and Zoom Phone.
The technology allows business leaders to learn more about their top performers, offer crucial feedback to agents and employees, and forecast outcomes more accurately. Zoom’s conversational analytics tools can also help employees and professionals to improve their presentation skills, automate parts of their workflow, and boost business outcomes.
With behind-the-scenes insights into conversational patterns, sentiment, and more, Zoom’s AI-powered technology can drive phenomenal outcomes in both EX and CX. What’s more, the technology integrates easily with a range of other leading business tools, like CRM and calendaring services.
Cisco
Another major innovator in the communications space with a strong focus on AI, Cisco is best known for pioneering “contextual conversations”. The company’s intelligent communication technology can help with everything from boosting the quality of customer discussions to making meetings more meaningful for internal team members.
With Cisco’s technology, business leaders can implement sentiment analysis and pattern detection into contact centre conversations or automatically transcribe meeting discussions. The Cisco team also provides developers with tools to embed the elements of effective conversational AI into their existing tools and workflows.
Companies can use Cisco to embed meaningful AI insights into their employee interactions, partner discussions and more to unlock the power of context in every conversation.
Amazon Web Services
As one of the most powerful cloud and technology vendors in the market today, Amazon Web Services (AWS) is constantly delivering new and intelligent solutions to companies. The brand now offers tools to empower workplaces with better collaboration sessions, stronger customer conversations and more.
The flexible ecosystem offered by AWS makes it easy to add artificial intelligence capabilities into multiple parts of your workflow. For instance, Amazon Lex works alongside the Amazon Chime technology for the contact centre for sentiment analysis and Natural Language Processing.
With Amazon’s technology, companies can also create powerful automated assistants to support their workforce, transcribe conversations, and so much more. An ever-evolving system of AI apps and integrations make it easy to stay ahead of the curve with AWS.
