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Joaquin Moreira, Director of Marketing, CCaaS“We have a comprehensive communications platform that includes UCaaS, CCaaS, and everything in between, and our mix of the two gives us a notable competitive advantage,” says Joaquin Moreira Director of Marketing, CCaaS, at net2phone.
Through its sophisticated cloud-based platform, net2phone delivers dependable and cost-effective cloud based business communication services, including Unified Communications (UCaaS), Hosted PBX, SIP Trunking, and Contact Center as a Service (CCaaS). This unwavering dedication to excellence has cemented the firm’s status as a trusted leader in the industry. Its services empower professionals in sectors such as legal, real estate, banking, and healthcare to streamline their operations effectively.
In an era where remote work has become the norm, companies are placing a high priority on employee monitoring. net2phone’s proprietary platform supports organizations with live dashboard software integration to monitor user activity and uphold high-efficiency levels. The company’s standard features include web calling, international and local calling, video conferencing, and business text messaging, all designed to bolster omnichannel business communication.
But net2phone continually adapts its offerings to accommodate technological advancements, enabling much more than traditional dial tone with full omnichannel capabilities, integrations into CRMs or other tools, AI-driven text and voice automation, and other advanced features that enhance its omnichannel communications. The firm is currently exploring sentiment analysis technology to further refine and personalize the overall experience. Its CCaaS platform focuses on the customer experience and acts as a unified inbox for all business communications that manages the context and history of each customer interaction across channels, delivering a state-of-the-art omnichannel experience.
At the heart of the firm’s solutions is a dedicated team of service developers, comprising seasoned professionals with extensive expertise in communication technologies. These specialists devise a comprehensive customer onboarding process that evaluates each customer’s business strategy, CRM systems, and integration requirements, ensuring a completely customizable solution that meets the individual needs, along with seamless and uninterrupted operations. By employing them, net2phone guarantees timely, high-quality communication services for its customers.
net2phone’s distinguishing “global yet local” approach features numerous local offices worldwide, allowing the company to harness cultural insights and local personnel to deliver customized and unified communications platforms. Its global presence and in-depth knowledge of domestic markets have garnered accolades and partnerships with renowned organizations, service providers, and master agencies. Recently, the company acquired Integra CCS, a contact center platform, to reach new and larger customer segments. In 2022, Frost & Sullivan recognized net2phone as a leader in growth and innovation leader for its commitment to advancing the technology of communication services. The firm currently has offices in 9 offices, with international capabilities in over 160 countries, with plans to expand its reach further.
net2phone’s cutting-edge cloud-based platform, and ability to customize and integrate to meet specific needs, combined with its dedicated team of service developers, empowers businesses to optimize organizational efficiency and amplify the effectiveness of omnichannel business communication. Its “global yet local” approach and deep understanding of domestic markets solidify its position as a frontrunner in communication solutions. The firm’s unwavering commitment to communication services ensures it will continue to shape the future of global communication solutions.
We have a comprehensive communications platform that includes UCaaS, CCaaS, and everything in between, and our mix of the two gives us a notable competitive advantage
net2phone Launches AI Solutions to Empower Business Comms
Monday, November 27, 2023
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.
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-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.
Innovation Insights
Company
net2phone
Management
Joaquin Moreira, Director of Marketing, CCaaS
Description
net2phone is a leading national and international cloud communications provider with over 30 years of experience, providing reliable and cost-effective communication services to businesses worldwide via its advanced cloud-based platform and unique ability to customize and tailor solutions that meet the individual business needs and environment.
