Where Next for Avaya Contact Centres?

Avaya has long been a market leader in contact centre solutions, valued by enterprises for its robust on-premise platform known for delivering reliability and advanced features, particularly for voice communications.

However, the contact centre market is rapidly changing. New on-premise deployments are becoming rare as organisations increasingly look to the cloud. While voice remains a dominant channel for customer interaction, digital channels are gaining importance. The rapid growth of Artificial Intelligence (AI) to enhance customer interactions through self-service and automation presents organisations with a new set of criteria for evaluating contact centre technology.

Geomant value add for Avaya Contact Centres

With 25 years of expertise in contact centre solutions, we’ve always worked with leading technologies to enable our customers to benefit from our deep expertise.

So, what do we recommend for organisations currently using Avaya? We suggest a strategy that considers the following:

  • Existing Investment: Can the current platform or elements of it be cost-effectively retained and supplemented by the latest omnichannel and AI technologies, or is a complete replacement preferred?
  • Integration Points: Often, organisations have built complex, bespoke integrations between their contact centre and business platforms, such as CRMs. Can these integrations be replaced? Are all of them necessary? Is this an opportunity to reduce complexity with a new AI-first approach?
  • Cloud or On-Prem: Although there may be historical reasons for an on-premise approach, are these still valid? Where are the agents located? Is the workforce home-based or hybrid? In such cases, a cloud solution may be more appropriate. Does the organisation still have the appetite or capability to manage the associated IT environment when many business applications are now accessed from the cloud?
  • Channels: How does the organisation currently communicate with customers, and how should it in the future? Digital channels such as webchat, WhatsApp, and SMS are becoming preferred by many people, offering significant opportunities for self-service, automation, and AI use. Are there opportunities to encourage customers to shift to digital interactions?
  • Propensity for AI: What opportunities are there to infuse AI into the customer journey? Can AI improve customer self-service, assist agents in real-time, or provide real-time translation?

Geomant Portfolio for Avaya users

Only after considering these factors should the most appropriate technical solution be determined. At Geomant, we offer a portfolio of solutions and components to meet any customer’s needs:

  • Buzzeasy CCaaS: A full-featured challenger omnichannel CCaaS solution known for its ease of deployment and infused AI features. Geomant has been involved with Buzzeasy since its launch five years ago and has a dedicated Buzzeasy deployment and support team.
  • Genesys Cloud: One of the world’s leading Contact Centre as a Service (CCaaS) providers, trusted by large organisations to deliver a truly omnichannel customer experience. Geomant has expertise in designing, delivering, and integrating with Genesys Cloud.
  • Contact Expert: For those customers wishing to retain an element of on-premise deployment, Geomant provides Contact Expert—a fully-featured contact centre solution that integrates with cloud services to offer an end-to-end multi-channel contact centre.
  • Customisation & Systems Integration: Regardless of the core platform chosen, Geomant can provide a customised solution that maximises the platform’s configuration options and seamlessly integrates with business applications, whether in the cloud or on-premise.
  • AI Consultancy: The appropriate use of Artificial Intelligence cannot be overstated. Geomant has expertise and experience in all major AI platforms, ensuring the most cost-effective and productive technology is utilised for each use case. One size does not fit all!

Contact us today to discuss how Geomant can assist you in your contact centre technology journey!

Geomant Wallboard and Data Collaborator Product Suite

Release Announcement - September 2024

We are excited to announce important updates regarding Geomant Wallboard, part of our Data Collaborator product suite. To enhance our offering, we’ve utilized wallboard.info, a cutting-edge OEM digital signage interface, allowing us to deliver industry-leading functionality through a white-labeled solution.

Beginning June 2024, Geomant no longer uses wallboard.info under a white-label model. Wallboard.info digital signage is transparently integrated into Geomant Wallboard, streamlining our Data Collaborator integration while maintaining the market-leading features our clients rely on. This will allow clients to take advantage of new features much sooner.

This change will also bring about a consolidation in versioning, to simplify the component structure. As a result, Geomant Wallboard will adopt Wallboard.info version 1.12 instead of Geomant version 2.11, eliminating any confusion related to the underlying components.

 

All technical documentation and features-related to signage can now be accessed at the docs.wallboard.us server, replacing Geomant’s previously hosted environments. Geomant will continue to provide direct help desk support for its clients and partners.

In addition to these logistical updates, we are pleased to introduce several significant improvements in our latest release:

  • Enhaced security measures
  • Full support for the latest Tomcat releases
  • Additional new features, which can be found in the 1.12 Wallboard documentation.

Looking forward, Geomant will transition to a quarterly release cycle for future updates.

For any further questions, please reach out via a Geomant.com contact form or connect with your Geomant Account Manager.

Thank you for your continued partnership.

The Geomant Team

Our Top 10 AI Use-Cases for CX

Our Top 10 AI Use-Cases for CX

As a systems integrator, Geomant is focused on delivering real improvements to customer experience through the practical use of AI. All with a measurable ROI.

In this infographic, we share our Top 10 AI Use-Cases for Customer Experience (CX). We have experience with all of these scenarios – and can demonstrate them in action.

If your organisation is looking for a Systems Integrator that can guide you through the practicalities of introducing AI – talk to Geomant. We’ll be happy to show you just what can be achieved by incorporating AI into your customer interactions.

Our Top 10 AI Use-Cases for CX

1.      AI Email Handling

Use AI to categorise, auto-respond, triage and compose responses to inbound emails.

2.     Agent Co-Pilot

Give your agents ‘super-powers’ with an AI Co-Pilot guiding them during interactions.

3.      Summarization

AI listens to calls and reads chats to create accurate summaries for future reference.

4.     AI-Powered Self-service Chat

AI interacts via digital channels such as web chat & WhatsApp, answering and escalating when needed.

5.      AI-Powered Voicebots

AI interacts with callers in conversational speech – handling queries and requests.

6.      Live Translation – Chat

Web & WhatsApp chats in any language, with auto-translation for the agent.

7.      Live Translation – Voice

Voice calls with real-time translation for caller and agent.

8.      AI Quality Management

Use AI to analyse and score the content of every call and digital interaction.

9.      LiveCoach

Transcribe voice calls in real time & keep agents ‘on script’. Facilitates gamification by scoring every interaction.

10.  Robotic Process Automation (RPA)

Automate complex but repetitive tasks, reducing agent talk time while also improving accuracy.

The Vital Role of Systems Integrators in AI-Enhanced Customer Service

Author: Akos Vecséi

With the rapid advancement of artificial intelligence (AI), many companies in the customer service world have rushed to integrate AI into their operations to achieve greater efficiency, cost reduction, and agility. However, amid this technological surge, the often-underestimated role of systems integrators like Geomant has become more crucial than ever.

In the race to implement AI solutions such as chatbots, predictive analytics, and voice recognition systems, businesses face the daunting challenge of integrating these technologies with their existing infrastructures. This is where systems integrators step in, armed with a deep understanding of the intricacies of each client’s setup, from legacy systems to complex operational workflows. Their expertise allows them to tailor AI solutions that fit seamlessly into the current environment while enhancing overall functionality.

One key benefit of partnering with systems integrators is the assurance of operational continuity. In the fast-paced world of customer service, any downtime can result in significant costs and dissatisfied customers. Systems integrators meticulously plan and execute integration strategies to minimize the risk of interruptions, ensuring that customer service operations remain seamless.

Take, for example, a hospital’s emergency hotline. The critical nature of their service means they cannot afford even a moment of downtime. Integrating AI-driven triage bots and voice recognition systems can vastly improve the efficiency of call handling and patient management. However, the complexity and importance of their existing systems require a careful and expert approach to integration, ensuring that the new AI tools enhance rather than disrupt their operations. Systems integrators like Geomant bring the necessary expertise to manage such delicate integrations, allowing hospitals to improve their services without risking patient care.

Similarly, a national customer support hotline handles thousands of calls daily and cannot afford to go offline. Integrating AI solutions such as real-time translation and automated issue resolution can transform their operations, but only if done correctly. Geomant’s integrators ensure these technologies are seamlessly incorporated, maintaining continuous service while enhancing the capabilities of the support staff.

Beyond ensuring smooth integration, systems integrators like Geomant are at the forefront of driving innovation. They constantly explore and evaluate new AI tools and technologies, helping businesses stay ahead of the curve. This proactive approach enables companies to leverage cutting-edge AI advancements, enhancing their customer service capabilities and gaining a competitive edge. Whether deploying AI-driven chatbots to handle routine inquiries or utilizing predictive analytics to anticipate customer needs, integrators ensure that these technologies are optimally implemented.

The true value of AI lies in its ability to transform customer service operations, making them more responsive, efficient, and customer-centric. Systems integrators maximize these benefits by providing ongoing support and maintenance, ensuring that AI tools continue to perform at their best. They offer training and resources to help customer service teams adapt to new technologies, fostering a culture of continuous improvement and innovation.

As AI continues to shape the future of customer service, the role of systems integrators will only grow in importance. Their expertise in AI integration, maintenance, and support allows businesses to harness the full potential of AI technologies while ensuring operational continuity. By partnering with systems integrators like Geomant, companies can seamlessly integrate new tools, drive innovation, and deliver superior customer experiences. In this rapidly evolving landscape, the value of systems integrators as essential allies in the quest for excellence cannot be overstated.

Ready for the Retail Rush? Debunking Myths and Embracing Tech for a Stellar Customer Experience

By Koda Skurzewski, Board Member & Group EVP, Sales and Marketing, Mplus Group

Ever feel like integrating new tech into your retail systems is akin to waiting for paint to dry? Or that the retail season is just around the corner, so you should put off any tech upgrades until after the holiday rush? 😅

Here’s the reality check: waiting to embrace technology or assuming that integration will take eons is like trying to keep up with last season’s fashion trends—outdated and frankly, a bit risky. With the retail season in full swing, now is precisely the time to capitalize on technology and training to elevate your customer experience. Let’s debunk those myths and explore how you can turn your customer service from meh to magnificent in no time. 🎉

Myth #1: Technology Integration Takes Forever

So, you’ve heard the rumor that integrating new systems will take two years and a mountain of paperwork. Cue the dramatic sigh. 😩 Here’s the truth: with modern tech solutions, this isn’t your reality anymore.

Enter Mtech’s Buzzeasy and AI Studio—our shining examples of how technology can swoop in and save the day. Think live QA and real-time coaching that transforms your team’s performance faster than you can say “retail therapy.”  And forget everything you know about AI chatbots.  AI Studio offers advanced AI that doesn’t just answer questions — it uses your existing support content to resolve 60% of customer questions automatically and tracks the Q&A of each customer. EACH customer!  Your busiest time of year is right around the corner.  Instead of waiting months for integration, you can see tangible improvements in customer service almost immediately and be ready for when the rush hits. 🚀

Myth #2: You Can’t Touch Your Systems During the Retail Season

You’re gearing up for the holiday rush, and the last thing you want is to mess with your tech. It’s a valid concern, but here’s the kicker: not making changes is the biggest risk of all. Keeping your systems static means missing out on opportunities to enhance your customer experience. 🛍️

Buzzeasy’s live coaching and personal assistants provide real-time support to your agents, while AI Studio automates your knowledge base, reducing 25% of operational cost.  Imagine having real-time assistance that not only helps your retail agents but also your customer queries efficiently.  Sounds like a win-win, right? 😎

Training and Empowering Your Team—In a Heartbeat

Now that we’ve busted those myths, let’s talk about how you can train and empower your staff quickly and effectively. Picture this: your team, equipped with the best training and tools, ready to tackle any customer query with confidence. Imagine having alarms for forbidden phrases, real-time feedback, and data collection prompting your agents that literally reduces training and support times, instantly. That’s not just tech; that’s a game changer.

Here’s the kicker—empowering your team doesn’t need to be a lengthy process. With the right technology, you can see improvements almost immediately. Your agents will be more confident, more efficient, and better equipped to deliver exceptional service that keeps customers coming back for more. 🌟

Final Thoughts

The retail season is here, and it’s time to seize the opportunity to enhance your customer experience. Don’t let outdated myths hold you back. Embrace technology and empower your team with tools like Buzzeasy and AI Studio to deliver exceptional service. In an industry where speed and precision are key, now is the moment to innovate and lead. 

Make the choice to enhance your customer experience today, and set a new standard for excellence in the retail world.

Good Decisions Start with Data: Four Ways to Put Data at the Center of Every Decision

Ever felt like you’re drowning in a sea of data, with no lifeboat in sight? We’ve been there too. We know that making good decisions starts with having the right data at your fingertips. No more scattered spreadsheets and disjointed systems. Let’s dive into four ways you can put data at the center of every decision.

1. Centralize Your Data with Mplus’ Wallboard

Imagine having all your data in one place instead of spread across multiple platforms. The Mplus Wallboard is your single source of truth. The Wallboard integrates data from various sources – think ERP, CRM, CcaaS – into one real-time, user-friendly dashboard. Whether on your mobile app or digital signage, the Wallboard consolidates vast amounts of data in a structured, digestible format. It’s a visual tool that can have a huge impact on your business, allowing you to get more done with less effort by increasing employee productivity.

Use Case: Ecommerce Optimization

In the fast-paced world of ecommerce, timely and accurate data is crucial. The Wallboard can integrate sales data, inventory levels, customer behavior insights, and marketing performance metrics into one cohesive view. This allows ecommerce managers to track sales trends, monitor stock levels, and adjust marketing strategies in real time. By having all this data in one place, decisions can be made swiftly and accurately, reducing the risk of stockouts, optimizing pricing, and enhancing customer experience.

  • The ROI? Improved inventory management, increased sales, and enhanced customer loyalty.

2. Enhance Decision-Making with Real-Time Insights

Making decisions based on outdated data is like driving a car using only the rearview mirror. The Wallboard provides real-time insights, ensuring you’re always acting on the most current information. Unlike other platforms that may offer delayed updates, the Wallboard’s real-time data flow keeps you ahead of the curve.

Use Case: Food Delivery Operations

For food delivery services, timing and accuracy are everything. The Wallboard can track real-time order statuses, delivery times, driver locations, and customer feedback. This enables managers to quickly address any delays, optimize delivery routes, and improve overall service efficiency. Real-time data ensures that managers can make informed decisions that enhance operational efficiency and customer satisfaction.

  • The ROI? Faster delivery times, higher customer satisfaction rates, and increased repeat business.

3. Foster Collaboration Through a Unified Platform

The Wallboard isn’t just about data; it’s about people. It brings teams together by providing a unified platform where everyone can access the same information. This shared visibility fosters collaboration and ensures that everyone is on the same page.

Use Case: Gaming Development and Operations

In the gaming industry, development teams, operations, and marketing need to work in harmony. The Wallboard can integrate data from game performance metrics, user engagement stats, and revenue reports. By having all relevant data in one place, different teams can collaborate more effectively, ensuring that the game is not only engaging but also profitable. This shared visibility helps in quick decision-making regarding game updates, marketing campaigns, and user experience enhancements.

  • The ROI? More efficient development cycles, higher player retention, and increased revenue.

4. Transform Data into Actionable Strategies

Data is only valuable when it leads to action. The Wallboard doesn’t just present data; it helps you interpret it. With interactive dashboards and customizable views, you can transform complex data sets into actionable strategies.

Use Case: Travel and Hospitality Management

For travel agencies and hospitality businesses, understanding customer preferences and market trends is crucial. The Wallboard can integrate booking data, customer reviews, seasonal trends, and competitor analysis. This allows travel managers to tailor their offerings, optimize pricing, and enhance customer service based on actionable insights. By transforming data into strategic actions, travel businesses can improve customer satisfaction and drive revenue growth.

  • The ROI? Higher occupancy rates, increased customer satisfaction, and greater revenue.

Wrapping It Up

Everyone can agree, good decisions start with data. The Mplus Wallboard is designed to centralize, visualize, and utilize your data in ways that traditional platforms simply can’t match. By bringing together large data sets in a structured and user-friendly manner, fostering real-time collaboration, and transforming insights into action, the Wallboard sets a new standard for data-driven decision-making. A digital display can be an extremely effective method to display key metrics, company news, safety information, and personalized messages.

But How Much Is This Going to Cost Me?

Here’s the best part: it’s more affordable than you might think. The Mplus Wallboard offers a cost-effective solution that provides significant ROI by enhancing productivity, improving customer satisfaction, and driving revenue growth.

And the cherry on top? On average, it takes our teams just 2-4 weeks to implement.

Mplus’ Wallboard makes data work for you.

Navigating the CXM Maze

Navigate the CXM Maze

Why a Unified Strategy and the Right Tech Solutions Matter

Anyone remember Rush Hour and the scene when Chris Tucker gets kicked in the face and hilariously asks, “Which one of you all kicked me?” That’s exactly how it feels navigating the fragmented world of Customer Experience Management (CXM) software. The market is flooded with vendors, each promising the ultimate solution, and it’s easy to feel overwhelmed and unsure of where the hit came from.

A Unified Strategy: The Foundation of Success

Before diving into tech solutions, let’s ask ourselves: “What would we do to advance a CX program if we had none of these tech solutions available? If everything burned to the ground, what would we build for our CX programs out of those ashes?” This question drives us to the core foundations upon which the right solutions emerge.

Imagine a world where your CX program is like a well-oiled machine, each component working in harmony to deliver exceptional customer experiences. That’s the power of a unified strategy. It’s about aligning your goals, processes, and technologies to create a seamless and efficient operation. Even in our house, we’re all about building this strong foundation because we know that without it, adding more tech only amplifies existing challenges.
The first step is to clearly identify the goals and pain points of your CX program. What are the core issues your customers face? Where do your current processes fall short? Engaging in honest reflection on these questions helps lay the groundwork for effective problem-solving.
Next, consider your customer journey. Map out each touchpoint and identify where friction occurs. Understanding the customer journey in detail allows you to see where improvements are needed most. It’s about enhancing each step, not just adding more steps with tech solutions.
Then, focus on employee experience. Empowering your team with the right tools and training can significantly impact customer satisfaction. It’s important to create an environment where employees feel supported and capable of delivering exceptional service.

Once these foundational elements are in place, you can start thinking about technology. But remember, technology should serve to enhance your well-established processes, not replace them. More tech doesn’t solve problems—it amplifies them. By fixing the core issues first, you ensure that any technology you add truly adds value.

AI in Customer Service: Beyond the Hype

Now, let’s talk about AI—the buzzword that’s been making waves in the CXM space. While AI holds immense potential, it’s important to move beyond the hype and understand how it can truly transform customer service.

In the realm of Customer Experience Management (CXM), Artificial Intelligence (AI) has often been touted as a game-changer. The promise of AI-driven solutions that can revolutionize customer service is indeed enticing. However, it’s crucial to move beyond the hype and delve into the practical applications and real-world benefits that AI can bring to the table.

At Mplus, we believe in a pragmatic approach to AI, in our own organization and in customer service. It’s not just about adopting the latest technology for the sake of it; it’s about leveraging AI in strategic ways that genuinely enhance the customer experience.

One area where AI shines is in self-service solutions. Imagine empowering your customers with intelligent chatbots that can handle routine queries, provide personalized recommendations, and even assist with transactions—all in a seamless and efficient manner. This not only reduces customer wait times but also frees up your human agents to focus on more complex issues that require human empathy and problem-solving skills.

AI assisted agents

Channel shift is another aspect where AI can make a significant impact. By analyzing customer preferences and behaviors, AI algorithms can help optimize channel allocation, ensuring that each customer is routed to the most appropriate and effective communication channel. This leads to smoother interactions, higher engagement, and ultimately, greater customer satisfaction.

Agent onboarding and training are areas where AI-driven tools can streamline processes and improve outcomes. From automated knowledge base suggestions to real-time coaching during customer interactions, AI can provide valuable support to your agents, enabling them to deliver consistent and high-quality service.
Agent assist is yet another domain where AI proves its value. Imagine having AI-powered tools that can analyze customer conversations in real-time, provide relevant information and suggestions to agents, and even predict customer needs before they arise. This not only enhances agent productivity but also leads to faster issue resolution and happier customers.

Solution to language barriers

Multi-lingual translation is a crucial aspect in today’s globalized world. AI-powered language translation tools can break down language barriers, allowing you to effectively communicate with customers in their preferred language. This fosters inclusivity, improves understanding, and creates a more personalized experience for each customer.

While we acknowledge there are platforms that have demonstrated remarkable capabilities in harnessing AI for customer service excellence, we also emphasize the importance of aligning AI initiatives with your specific business goals and customer needs. It’s not about adopting AI for the sake of it, but rather about leveraging AI in ways that truly add value and enhance the overall customer experience.

Get Involved: Co-Creating a Better CX

Let’s drive the industry towards smarter, consolidated solutions for a truly seamless CX. It’s all about finding the right fit for your unique needs. Anyone want to hop on a call and discuss? I’m game.

#customerexperience #cxmanagement #technology #saas #CXaaS #CCaaS #AIStudio #Buzzeasy #Bulbtechnologies #Geomant #Mplus #BOSQAR

The Unsung Heroes of Tech: Systems Integrators and Why You Should Know 1 of Them

In the tech world, systems integrators are often seen as mere intermediaries—resellers who implement Contact Center as a Service (CcaaS) solutions. But this perception underestimates their true value. The best integrators bring a unique blend of engineering precision and business acumen to the table, delivering not just products but genuine, strategic improvements to your operations.

What Do Customers Really Want?

When businesses seek out systems integrators, their wish list is simple yet profound:

  1. Great Quality: High-performance solutions that integrate seamlessly and function flawlessly.
  2. Honesty: Transparent communication about what is truly necessary for their specific needs.
  3. Nimbleness: The ability to adapt and respond quickly to changing requirements.
  4. Right Pricing: Fair and reasonable costs for services rendered.
  5. Clarity: Direct, no-nonsense advice about what works and what doesn’t.

Cutting Through the Clutter

One of the most valuable traits of a great systems integrator is their honesty. They aren’t afraid to tell you what you don’t need. This candor is refreshing in an industry where upselling can sometimes overshadow genuine customer needs. An integrator who prioritizes your best interests over their bottom line can save you significant time, money, and frustration.

A Spotlight on Geomant

Let’s talk about Geomant, a subsidiary of Mplus under the Bosqar Invest umbrella (formerly Meritus ulaganja). While I’m not here to hard-sell you on Geomant, their approach embodies everything we’ve discussed about what makes an ideal systems integrator.

Honest Guidance and Quality Solutions

Geomant stands out for their unwavering commitment to providing honest, no-nonsense advice. They don’t just push the latest trends or the most expensive options. Instead, they focus on what will genuinely benefit your business, offering tailored solutions that integrate seamlessly with your existing tech stack. Their proprietary tools enhance rather than compete with your current systems, ensuring that every investment you make drives real ROI.

Nimble and Adaptable

In a fast-paced business environment, adaptability is crucial. Geomant has proven time and again their ability to respond swiftly to changing needs, helping businesses stay ahead of the curve with cutting-edge AI and data analysis tools. Their solutions streamline operations, enhance customer insights, and improve overall efficiency.

Fair Pricing

Fair pricing is another hallmark of Geomant’s approach. They believe in delivering value, not just charging for it. Their transparent pricing models ensure that you know exactly what you’re paying for and why, eliminating any unpleasant surprises.

Elevating Customer Service with AI

Geomant excels in leveraging AI to transform customer service. Their AI-driven tools provide deep insights into customer behavior, helping you refine your marketing and sales strategies. From automating onboarding processes to enhancing agent training with real-time, immersive experiences, their solutions improve both customer and employee satisfaction.

Why Geomant?

So, if you’re looking for a systems integrator who embodies quality, honesty, nimbleness, fair pricing, and clarity, Geomant is worth a conversation. They aren’t just another systems integrator; they’re a partner committed to your success, providing the strategic insights and technological expertise you need to thrive.

In conclusion, the right systems integrator can be a game-changer for your business. They bring more to the table than just technology—they offer strategic guidance, honest advice, and tailored solutions that drive real value. If these qualities resonate with you, I have one that you should be talking to: Geomant.

Case Study – Banca Transilvania

Revolutionizing Customer Experience: The Impact of Online Appointment Solutions

In our fast-paced world, online scheduling has seamlessly integrated into our daily lives. It’s become second nature, a tool we can’t imagine living without. In the banking sector, we’ve witnessed a significant shift in customer needs and interactions, and the introduction of our online appointment solution has arrived precisely when needed.

Banca Transilvania’s partnership with Geomant has revolutionized customer experience through Geomant Queueing, our online appointment solution. This collaboration has streamlined operations, reduced wait times, and showcased adaptability in meeting specific needs, emphasizing the transformative power of technology in enhancing customer satisfaction.

Join us as we explore the transformative journey of Banca Transilvania as they harness the power of technology to enhance customer experience.