net2phone has launched net2phone AI, an AI-powered solution intending to enhance business communications.
net2phone AI plans on transforming the way enterprises communicate through its AI-powered insights, coaching, and automated workflows. net2phone AI will be integrated within net2phone’s UNITE UCaaS and uContact CCaaS platforms, enabling businesses and call centres to optimise customer experiences, enhance customer satisfaction, and improve productivity.
Dan Leubitz, net2phone’s VP of Product, said:
We are harnessing the power of generative AI to help businesses and contact centres drive immediate, quantifiable, and qualitative improvements in customer engagement and agent productivity. IT departments, managers, supervisors, and business owners will be delighted by our AI-powered call data and analysis features, which provide significantly improved performance metrics.”
net2phone AI’s Feature Set
Among the features net2phone AI has added is sentiment analysis, which pinpoints emotions and sentiments expressed by the customer during a call through voice, tone and contextual analysis. This then results in quantifiable insights.
The solution also includes automated recording and transcription, which can be replayed in full or at intervals. There are automated tasks as well, with net2phone introducing being able to draft and prepare customised follow-up emails after each call. The emails succinctly summarise the call contents and next steps or to-do items, allowing workers to maintain engagement with the colleague or customer.
The written summary feature prepares a summary of each call, such as main takeaways, action items, and next steps. AI-powered coaching grants agents suggestions for improvement based on call context and analysis. net2phone AI also captures and assesses call data for recommendations for customer interaction and agent performance. These insights include call duration, words spoken per minute, agent-to-caller talk ratios, and overtalk incidents.
Lastly, the solution is integrated with the CRM platform, meaning data collected by net2phone syncs across the platforms.
“net2phone AI paves the way for businesses and call centres of all sizes to enhance collaboration, productivity, customer satisfaction, and ROI,” added Jonah Fink, net2phone’s President and Chief Executive Officer. “Managers can access and harness the data and evaluations for comprehensive insights into customer interactions across platforms, resulting in increased customer retention and agent satisfaction rates.”
Last Week in AI and its Impact on UC and Collaboration
At last week’s Webex One event, Cisco Webex outlined its new AI strategy to transform communication and collaboration. Webex’s AI strategy encompassed real-time media models (RMMs) and the Webex AI Codec.
Webex intends to utilise real-time audio and video communications to address common challenges, including ensuring crystal-clear audio and video calls even with low bandwidth. Cisco also revealed the launch of its new Webex AI Assistant with new features to enhance customer productivity and accuracy.
The Webex One event also featured Cisco and NVIDIA expanding their partnership by launching an AI-powered room kit. The Room Kit EQX promises simple deployment, enhanced video and sound and improved meeting operability with Microsoft Teams. The kit’s power is supported by NVIDIA’s Jetson Edge AI platform. Leveraging the NVIDIA Jetson edge AI platform to power advanced camera, audio and speech intelligence, the EQX minimises the issue of distance between in-person and remote participants.
Research by Asana last week found that fewer than one-third of employees believe their companies have been transparent about their use of AI (30 percent). Most UK employees would appreciate greater transparency in AI, with over half (56 percent) considering AI transparency as a critical career consideration.
Lastly, despite Google’s significant investments in AIs such as Duet and Bard this year, Google Cloud missed revenue estimates after Alphabet published its Q3 2023 financial results. Analysts had predicted Google Cloud would achieve $8.64 billion thanks to the launches of its AI products and services, but it fell short at $8.41 billion.
