It is widely acknowledged that the next generation of contact centres will be powered by artificial intelligence (AI). From chat and speech bots to agent assistants, AI tools can influence all areas of a contact centre.

Remote and hybrid work arrangements have become the norm for many professionals. While we’ve had time to adjust to the rhythms of working from home, feelings of isolation and disconnect from colleagues can still occasionally creep in.

In today's fast-paced business world, customer service holds unprecedented significance. With customer expectations rising, delivering prompt and personalized service has become crucial in retaining a loyal customer base and staying competitive.

An interesting repeating pattern of industrialization consequences has found its way to the communications industry. Organizations looking for extreme efficiency and cost control through adopting a standardized, industrialized approach have resulted in a situation akin to being in a city where everyone wears the same clothing. It offers consistency and efficiency but stifles innovation, limits flexibility, and compromises critical areas like compliance, security, and resilience.

Have you seen companies rush to adopt new technology in search of cost optimization only to find that it limits what they need to make their business thrive once deployed? Communications is the glue that drives business growth, and ensuring that your communications do not limit your business's future is essential.

In today’s fast-paced world, time is money. This rings especially true in the contact center industry, where being put on hold leads to delays and frustration.

Contact centers generate enormous amounts of communication data in daily customer interactions through phone calls, online meetings, or chats. This data is a valuable source of information that often goes unused. In most cases, only two to three percent of this data is reviewed for quality or compliance. This is still done manually, which is time-consuming and error-prone.

With many of us taking a break from the office over the past two months, we have combined our coverage for July and August into a single update. Below, we delve into our CTO’s views on how AI continues to impact business communications and what it means for the customer experience. Plus, we catch up on recent interviews with two Mitel leaders—our Head of DACH and CMO. They share their insights on the future of the unified communications (UC) sector and Mitel’s focus on addressing the needs of workers in specific sectors. We also highlight how our vertical application partners are enhancing frontline efficiency.

Do you remember the times when businesses adopted the Internet? I’m hesitant to admit that I do. When thinking of those times over 30 years ago, I cannot help but draw parallels with what we are experiencing today as we explore the adoption of Generative AI (GenAI) technology.