Automation and AI: Changing the Face of Telco

choruscx on May 11, 2023


[fusion_builder_container type=”flex” hundred_percent=”no” equal_height_columns=”no” menu_anchor=”” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” class=”” id=”” background_color=”” background_image=”” background_position=”center center” background_repeat=”no-repeat” fade=”no” background_parallax=”none” parallax_speed=”0.3″ video_mp4=”” video_webm=”” video_ogv=”” video_url=”” video_aspect_ratio=”16:9″ video_loop=”yes” video_mute=”yes” overlay_color=”” video_preview_image=”” border_color=”” border_style=”solid” padding_top=”” padding_bottom=”” padding_left=”” padding_right=””][fusion_builder_row][fusion_builder_column type=”1_1″ layout=”1_1″ background_position=”left top” background_color=”” border_color=”” border_style=”solid” border_position=”all” spacing=”yes” background_image=”” background_repeat=”no-repeat” padding_top=”” padding_right=”” padding_bottom=”” padding_left=”” margin_top=”0px” margin_bottom=”0px” class=”” id=”” animation_type=”” animation_speed=”0.3″ animation_direction=”left” hide_on_mobile=”small-visibility,medium-visibility,large-visibility” center_content=”no” last=”true” min_height=”” hover_type=”none” link=”” border_sizes_top=”” border_sizes_bottom=”” border_sizes_left=”” border_sizes_right=”” first=”true”][fusion_text]These days, consumers expect to connect with customer service agents however they want, whenever they want. And they want a reply within minutes — if not seconds…

Of course, every business wants a large (and growing) customer base. But when call lines become inundated, and 24/7 support services are stretched thin, that’s when you know your telecommunications company needs to start implementing advanced solutions to streamline the workflow.

So, how can telcos adapt to keep up with increasing demand?

The power of artificial intelligence and automation

Artificial intelligence (AI) chatbots are becoming increasingly popular for performing tedious, manual tasks that bog down agents in the telco industry.

From scheduling to account checks and top-ups, these chatbots provide a way for customers to carry out a variety of service operations — without the need for a live agent.

Not every customer query needs human intervention. We saw that when the pandemic hit and made chatbot capabilities essential for diluting call volumes… and it doesn’t look like this trend’s going anywhere.

In fact, Tidio says 62% of consumers would prefer to use a customer service bot rather than wait for human agents to answer their requests.

But what does the use of automation and chatbots look like for telcos?

Reduced call times

As the first line of service, a chatbot is customers’ primary point of contact, helping them find the expert to resolve their problems.

With a set of basic questions, it can find out several crucial bits of information: whether the caller represents a corporate or individual account, if they’re a new or current customer what their account number is and what their inquiry concerns — with a detailed description of their problem…

Using chatbots to direct the caller to the appropriate handler frees up valuable time for the customer service agent — and boosts customer satisfaction. No one wants to hang around waiting to be transferred from agent to agent, do they?

Plus, chats can be saved and sent to the customer’s email, saving future time for the customer and agent.

A drive in sales

Generally, AI chatbots are built with a CRM (customer relationship management) system, which are sources of customer data.

Using cloud call centre software, businesses can link all their operations through an online network, which allows the chatbot to access account insights like the customer’s interests, previous purchases and buying behaviours.

With this handy information, chatbots can pitch and upsell the most relevant products and services to suit the customer’s needs.

Does the customer regularly exceed their data plan? Well, the chatbot can suggest a better plan — or even walk them through the process of upgrading their plan and recording it on the system.

Fully scalable operations

Why limit yourself to a few interactions when chatbots can engage with thousands (if not millions) of customers at a time?

Hosted call centre solutions use AI to scale operations, reach a larger demographic, and even effectively provide remote assistance in different countries and languages! And increasing your global presence never hurts if you want to see your revenue climb…

By integrating AI into your business operations, customers can count on you for round-the-clock reliability — without adding another person to the payroll.

We’ve had our finger on the pulse…

 

For 15 years, ChorusCX has been at the forefront of cutting-edge technology to bring groundbreaking solutions to our customers and streamline their workflows with innovative automated features.

We have several products and services that utilise automation, allowing our customers to do more with less…

ChorusCX Number Manager

Number Manager is ChorusCX’ industry-leading inbound call management platform.

We’ve bundled an array of high-tech features that simplify complex connectivity requests — all from a simple-to-use web application. Who’d have thought advanced call routing could be so cost-effective (and so easy)?

Packed with functionality, Number Manager utilises automation technology to take all the work out of managing your customers’ services and provide callers with a streamlined experience from start to finish.

Does it get better? Obviously…

For a fully scalable operation, make real-time changes to any Number Manager service from multiple devices. Plus, reports can be generated instantly or scheduled to keep your customers in the loop at all times — so your agents don’t have to.

ChorusCX Call Shield

Built into Number Manager, ChorusCX Call Shield can be switched on and personalised at the click of a button, allowing customers to benefit from immediate fraud detection.

With AI and machine learning generating algorithms that grow smarter by the second, our Call Shield solution can analyse multiple data points simultaneously to pick up on and safeguard you from phone calls that could be fraudulent.

Cool, right?

ChorusCX Agent Ready

Looking to achieve a successful remote workforce?

Agent Ready is intuitive, easy to use and simple to set up. Available for iPhone and Android devices, the app is ChorusCX’ answer to streamlining remote workforces with a high volume of inbound calls across multiple numbers.

We know every business wants to manage its inbound calls differently. So, Agent Ready offers the flexibility to customise how calls are routed through advanced automated call distribution. Plus, workers can either log in manually, receive login access via an administrator or work on an automatic schedule.

Are you ready to revolutionise the way you work through automation? Discover how ChorusCX’ industry-leading solutions can maximise your productivity and minimise your workload. For more information, get in touch with our team at sales@invosys.com today.[/fusion_text][/fusion_builder_column][/fusion_builder_row][/fusion_builder_container]

Data Security: Three Reasons to Take Your Business to the Cloud

choruscx on March 20, 2023


The shift to cloud computing has been one of the most significant tech trends of the past few years, with many businesses embracing the host of benefits the cloud can offer.

From reduced IT costs and increased flexibility to improved security and boosted application performance, the cloud brings about the potential for innovation and new capabilities — especially for businesses that rely on telecommunications to conduct their business.

Communication has never been more critical in the rapidly changing (yet always competitive) world of commerce. Thankfully, effective communication has also never been more accessible thanks to cloud communications.

So, if this is the case, why are business owners still resisting the switch?

At its most basic, ‘the cloud’ refers to any software or service not located on a personal computer or device. Instead, data is stored off-site and lives solely on the internet.

For some, this framework may seem untrustworthy and raise alarm bells about data security. But cloud data isn’t just floating around unprotected. In fact, sensitive data is often a lot safer in the cloud than on-premises — and here’s why…

1. Data loss prevention

Surrendering data to the cloud can feel like the digital equivalent of a trust fall.

But if organisations aren’t investing in a cloud computing solution, all valuable data is inseparably tied to its office computers. So, why’s this an issue?

Computers and hardware can malfunction for many reasons — from viral infections and age-related deterioration to simple user error (we’ve all been there…). And if any physical equipment experiences a problem, valuable data could be lost — permanently.

Alternatively, if data is stored in the cloud, all that information is secure and accessible from any device with an internet connection. So, no matter what unforeseen circumstances arise, that data can be retrieved and accessed from a backup server.

2. Round-the-clock security

Did you know cloud networks are under constant surveillance?

Previously, businesses always stored data in privately owned servers. But that requires having your own IT department and premises to keep the servers, continually updating hardware and software and developing stringent contingency plans in case of a data breach or an unforeseen disaster, like a fire.

So, for most organisations, 24/7 data security isn’t a cost they can afford.

On the other hand, cloud providers have full-time staffing and a round-the-clock security operations centre (SOC) that constantly monitors network infrastructure — keeping your data secure.

Protecting sensitive information is a top priority for any business (especially with security threats like call spoofing, malware and denial of service attacks swirling around)…

Cloud communications providers offer security measures like data encryption authentication protocols to keep communications safe. So, if hackers intercept a person’s data during its transfer to or from the cloud, they’ll be the only user with the information needed to access their files.

3. Safer collaboration

Collaboration is an integral part of most business operations, and transitioning to the cloud can provide team members anywhere in the world with the tools to work together both safely and efficiently.

With new cloud solutions like unified communications software, we’ve entered an era where the workday is no longer confined to a specific desk, phone or computer screen. Professionals now have the freedom to work remotely and share their skills globally — all they need is the right device and a cloud connection.

Unified communications solutions enable a higher level of interaction, making sure that everyone has access to the same secure system and that shared information is protected with end-to-end data encryption.

And the best part? We have the perfect solution for you — packaged into one easy-to-use, intuitive app…

The future of unified communications 

ChorusCX Flow

is our Unified Communications as a Service (UCaaS) solution that unites telephony, PBX, instant messaging, video meetings and call-centre functionalities under one umbrella.

What does this mean for businesses? Boosted productivity, more flexibility, cost savings and improved data security — with access to IT support for all your company’s users, no matter where they are.

The options are endless with ChorusCX Flow — from both a partner and end-user perspective. Gone are the days of investing in separate data sharing and communications systems. Now, cloud-based unified communications solutions can provide a complete package of interconnectivity between teams, making working together simple, secure and efficient.

Are you ready to make the move to the cloud?

With ChorusCX Flow, you can revolutionise the way you work without compromising your data security. Get in touch with our team at sales@invosys.com to learn more about ChorusCX Flow and our other telco solutions. We’re more than happy to help.

Hold the Phone: Dan Whitehouse is On the Line

choruscx on October 17, 2022


This June, ChorusCX welcomed a new member into the mix.

Dan Whitehouse started his career in telecommunications back in 2009. It’s safe to say he stumbled into the industry after a knee injury halted his professional football career with West Bromwich Albion FC, but he quickly found his footing in a customer service role for an agency in outsourced communications.

For almost a decade, Dan worked his way up the ranks, gaining real insight and interest in the professional telco services we know and love.

Coincidentally, his next step saw him land a customer support role at Callstream: a cloud-based call management technology provider and now one of our partners (yes, the world really is that small).

Dan’s career went from strength to strength at Callstream as he worked his way up to sales and operations director. Sadly, personal circumstances led him to step back from his role…

A network of support

In May 2022, after taking time out to be with his family and four children, Dan decided it was time to get back into the working world and find a role that could keep him busy whilst maintaining his work-life balance.

Having worked with ChorusCX before, Dan saw an opportunity when our sales director, Steve Glaister, advertised for a new business development manager — and here we are today!

Since then, Dan has been able to enjoy a more relaxed pace with less pressure than in his previous director role. With a roster of small to medium-sized business accounts, Dan says this role has given him the perfect launchpad back into his career.

As we all know, it can be difficult to pull ourselves out of personal situations and keep a steady routine at work. But with Steve and Barry (our sales and marketing director) only ever being a phone call away, Dan has had plenty of support behind him at ChorusCX — from both a personal and a business standpoint.

Support for our colleagues goes beyond the nine-to-five. Our fully trained mental health first aiders are always on hand at any time of the week. Whether staff feel isolated working from home, are going through personal difficulties or just need some extra support, we have practices to ensure every space is as safe as it can be for our team.

A new future with ChorusCX

Dan’s been with us for four months now and has really made himself at home…

At ChorusCX, we invest in our team by giving them full training and developing their skills. The better the training, the more confident our team is in spreading the word about our products.

Of course, we had to ask him what his top ChorusCX products and services are. Our 24/7 support and Number Manager solutions were at the top of his list, though he’s learning new things daily.

So, what’s Dan’s favourite part of the job? Keeping up the relationship between customers and accounts and making sure they’re happy with our products and services.

After the last two years of Zoom calls and remote meetings, talking to customers regularly again (emails, calls, in person… communication is kind of our thing) is also a bonus and something Dan says has helped him massively through his personal struggles.

We’re excited to have Dan on board and can’t wait to see what he achieves with us in the future. With aspirations to climb the ladder and a drive to bring in new clients for ChorusCX, we know we’ve gained a valuable player in the telco industry.

You can find Dan on LinkedIn. If you want to talk to him about our products, drop him a message!

ChorusCX Flow: More Than Just Unified Communications

choruscx on August 25, 2022


Take a minute to observe your day-to-day life. How many aspects of it can be carried out with immediacy? Order online and get next-day delivery. Google the weather and know what to wear for the upcoming week. Open your social media apps and see what your friends are doing this very second…

Technology is evolving at an overwhelmingly fast rate, where everything is available to us at the touch of a button or a simple voice command. In a society that’s more digital than we could have ever imagined, the buzzword is ‘instant’. We’re becoming less accustomed to having to wait for, well, anything really.

So, why should carrying out the day-to-day tasks at work be any different?

At ChorusCX, our buzzword is ‘unified’.

Creating effortless communication

Earlier this year, ChorusCX partnered with Telavox, a leading specialist in unified communications as a service (UCaaS) solutions, with the idea to collaborate with one goal: to innovate how our customers communicate. Let us introduce ChorusCX Flow…

Our ChorusCX Flow hosted solution is a practical, fully featured unified communications platform that allows businesses to manage costs, users and security through a single portal — removing the need to switch between disperate platforms.

As any employer knows, the opportunity for employees to communicate effectively — in real-time — is critical for the day-to-day running of a business.

With video calling, instant messaging and inbound and outbound calling, ChorusCX Flow users can keep in touch with their customers and colleagues wherever they may be — from the palm of their hand, their computer in the office or from home. The solution can be deployed in minutes across organisations of all sizes, allowing employees to communicate effectively from within the organisation and handle sophisticated telephony choices and video calling internally and externally.

So, it’s pretty great. But every business has different requirements — we hear you. That’s why our ChorusCX Flow offering is fully customisable to suit every team, every business and every need…

Customisable features await

Each user has access to an easy-to-use browser, desktop or mobile app that can be used in conjunction with one another; synchronise Google or Microsoft users and see all other users within the organisation for an ‘instant’ communication experience.

Looking for a bit of control? Useful functionalities such as whisper announcements, disaster recovery and out-of-hours options are in your hands. Select which devices you want to receive notifications on and edit by profile. Whichever profile you’re operating from, you can customise which notifications you receive and when with the click of a button.

Many of our customers prioritise number presentation as part of their standard business protocol. Understandably, you’ll probably want to present your call as a company number rather than your personal direct dial number. Our caller ID allows you to present any number you’d like from within your account — and number porting has never been easier. Our flexible number presentation feature means you can start presenting company numbers even before they’ve been ported to us. Yes, now we’re just showing off…

Thanks to our industry-leading call management platform, ChorusCX Flow reaps the benefits of Number Manager. We like to think that ChorusCX Flow is where end-user communication happens, and Number Manager is where partners customise it — a happy union that creates seamless communication!

The vast array of inbound and outbound call handling features and services allow you to control complex call routing solutions — suitable for any business type.

Routed calling

We’ve redeveloped our outbound call restrictions feature specifically for this product, enabling you to fine-tune the allowed destinations required for your business to ensure you never have to query calls to spurious destinations.

Safeguarding

This call restrictions feature can be locked down at the account level or the user level and can even specify individual numbers you wish to allow or deny. Blocking pesky spam calls or harmful scammers can also be controlled with our Call Shield filter further enhancing your security requirements and making sure every valuable call counts.

Call barring

Simple controls allow you to select which users to include in a call-routing plan and modify inbound settings, such as CLI presentation and outbound call barring. Calls can also be directed to frontline employees (to save company directors and CEOs from being bombarded with incoming calls — you’re welcome).

The future is unified

With ChorusCX Flow, the options are endless, from both a partner and end-user perspective. Optimise your communication with a platform that has flexible, reliable and revolutionary solutions at its forefront.

Does it get better? Unbelievably, yes. We’re continuously working to make this platform as versatile and customisable as possible. As we speak, we’re working on a toggle feature to enable users to switch calls between devices. Picked up a call on your mobile and need to change to your laptop? No problem… we told you, we’re show-offs.

 Are you ready to unlock the features of ChorusCX Flow and revolutionise the way you work? We thought so. Discover more about the future of unified communications, our ChorusCX Flow platform, and get in touch with our team at sales@invosys.com. We’re more than happy to help.

Adapt or Die: the 2022 Blueprint for Telco

choruscx on August 9, 2022

Telecommunications has always been an ever-changing industry. Performance standards are constantly being set, and new competition is met daily — particularly in the wake of recent events.

The last two years have further emphasised how important it is for businesses to change with the times. In 2022, telcos find themselves at a crossroads: they can either dither around the edges to achieve incremental progress or take advantage of the reinvention of the industry accelerated by the pandemic.

At ChorusCX, we understand that innovation is vital, especially in this do-or-die economy. So, what market trends should your business be adapting to in 2022?

Telephony meets the cloud

 

Cloud computing is one of the most transformative technologies of our time. By moving data and applications to the cloud, users can access them from anywhere, and businesses can enjoy increased agility, flexibility and scalability. But although customers are accustomed to seeing cloud technology in an IT and data environment, this hasn’t always been the case from a telephony point of view.

Since the pandemic and the scramble for hybrid-working solutions, there’s been an urgency for end users to be able to work remotely whilst retaining the same user experience — whether they’re mobile, sitting in the office or working from home. That’s where cloud technology comes in.

Organisations have promised cloud-based hosted telephony with true convergence of telecoms and IT for over a decade. At ChorusCX, we like to practice what we preach…

Our ground-breaking MS Teams direct routing solution enables customers to route calls to and from Microsoft Teams, utilising all the advanced features of ChorusCX’ comprehensive Number Manager: our industry-leading inbound call management platform.

This public switched telephone network (PSTN) solution gives users complete control of their call flows from one place, allowing Teams users to quickly and easily synchronise with the Number Manager service at the click of a button.

Similarly, our ChorusCX Flow hosted solution is a practical, fully featured unified communications platform that allows businesses to manage costs, users and security through a single portal — removing the need to switch between numerous separate platforms.

 

Data and connectivity

 

The journey to the cloud is also the driving force behind another market trend: data and connectivity.

Cloud-based users and businesses are hungrier for bandwidth than ever. As the use of video calls increases, so does the need for bigger, better and faster connectivity.

Plus, the imminent Integrated Services Digital Network (ISDN) Switch-Off has those working from home questioning whether they should go to fibre and how much bandwidth they would need. Connection quality must be up to scratch to ensure productivity levels are the same at home as in the office.

Though fibre to the premise (FTTP) is still being rolled out across the UK, you may not have access yet (check if your area is eligible here). But not to worry — we have you covered.

As an interim solution for customers, single order generic ethernet access (SoGEA) provides broadband without a phone line, readying you for the Switch-Off. It’s quick to install, reliable to use and offers a cost-effective solution to future-proof your connectivity.

Now, it’s time to chat…

Multi-channel communications

 

Living in this digital era has instilled in us one thing: we want answers, and we want them now.

A challenge for businesses has been providing options for customer service. What method of contact do customers prefer? Whether it’s SMS, WhatsApp, LinkedIn and Twitter feeds, emails or phone calls, customers want choice and immediacy in their communication.

ChorusCX’ drive for exceptional customer service and support has always set us apart from our primary competitors. Still, we understand the importance of evolution. That’s why we aim to transform how we communicate with our customers through chatbots and social media, ensuring they get the same user experience on every channel they use.

A finger on the pulse

The telco market of 2022 offers a unique opportunity to either completely reimagine your business or risk being overtaken by more relevant competitors.

As a result, ChorusCX is undergoing a transition, looking at every aspect of our services to keep our products relevant, our communication strong and our business model stable. All businesses are finding themselves in a sink-or-swim position — how will yours utilise these market trends to stay afloat?

Need help revolutionising your services to stay one step ahead of market trends? ChorusCX is your solution. Contact us at +44 (0)161 444 3333 or email sales@invosys.com today!