Cloud Contact Center Solutions to Revolutionize Customer Service
To keep up with an increased demand for timely, efficient, and effective customer service, enterprises are now tapping contact-center-as-a-service (CCaaS) solutions. Through this cloud-based method of managing customer relationships, businesses can use a cloud contact center provider’s software instead of maintaining their own costly IT servers and manpower.
At the height of the pandemic, many Business Process Outsourcing (BPO) companies abroad have moved to a cloud-based, work-from-home model. With employees working remotely, businesses had to look for ways to deploy applications that enable secure, cost-efficient, and productive work outside office premises. This accelerated the adoption of cloud-based solutions which, in turn, facilitates customer service across multiple channels such as voice, SMS, email, and even social media.
These are just some of the customer experience trends discussed in the latest episode of CLOCKWORK, a Globe Business podcast that examines the gears that make businesses tick. Hosted by Peter Maquera, Senior Vice President for Globe Business, Enterprise Group, CLOCKWORK provides listeners with meaningful and humanized conversations about business, tech, and industry insights.
In this episode, Maquera talks with Assaf Tarnopolsky, Senior Vice President and General Manager for Asia Pacific at Genesys, a leader in cloud customer experience orchestration. They discuss how customer experience has evolved through the years and how cloud contact centers are relevant in today’s hyper-digital world. Genesys is Globe’s partner in delivering the Globe Omnichannel (GO) Cloud Contact Center, an easy-to-use and fast-to-deploy Contact Center as a Service (CCasS) solution for enterprises.
The future of contact centers
With cloud contact centers, BPO agents get a 360-degree view of customers, and all customer interactions, whether they occur via voice, chat, email, social media, or even messaging. If a customer calls after sending an email, an agent will be able to read that email and all previous interactions with that particular customer. This allows them to become better equipped to solve customer issues within shorter call hold times, thereby increasing engagement and improving communication with customers.
Cloud-based contact centers, such as the GO Cloud Contact Center, can support today’s hybrid work setups, allowing agents to work from any location and securely access the customer information they need within a single, intuitive platform.
Security at all touchpoints
Security is no longer a nice-to-have add-on but rather a necessary built-in feature for digital technologies, especially for contact centers handling the sensitive data of large enterprises such as banks and other financial institutions, healthcare companies, and even government offices. “Security is the foundation and must be at the core of what we do to elicit customer trust. The key is to deliver meaningful, empathetic, and personalized experiences to serve customers better at every step,” shared Tarnopolsky.
With the GO Cloud Contact Center, enterprises can trust that their customer and business data will remain secure. The GO Cloud Contact Center meets and exceeds modern security standards with external penetration testing, attack defense automation, and TLS and AES-256 encryption, the gold standard in symmetric-key encryption techniques.
Making the shift to the cloud
The work-from-home contact center model is likely to be adopted over the long term. As such, it makes more sense to invest in cloud-based contact centers rather than in legacy platforms, which tend to be more maintenance and labor-intensive. Comparatively, a cloud contact center boasts of fast deployment, easy integration, flexible pricing, and scalability.
‘’With GO Cloud Contact Center, for example, businesses can deploy customer organization systems in days, go live in mere weeks, and reach payback in no time. And with new system releases every week, you can also give customers the latest functionality with just a simple refresh, without any downtime for updates,’’ said Maquera.
Cloud-native solutions usually work in a pay-per-use model, which allows optimization features, functionalities, and services when needed. This lends more flexibility and cost-effectiveness compared to traditional, on-premise legacy platforms which tend to over-provision, wasting company resources in the process.
“It is a business imperative for a lot of companies to optimize their relationship with the customers by reimagining customer touchpoints and delivering valuable experiences throughout their journey. They must recognize how they engage with customers will impact their brand value and how customers perceive them. This will eventually impact an organization’s ability to thrive and grow in the future and differentiate in the marketplace,” adds Tarnopolsky.
As your trusted business partner, Globe Business remains steadfast in its commitment to providing compelling ICT services that move your digital transformation journey forward. Globe strongly supports the United Nations Sustainable Development Goals, particularly UN SDG No. 9, which highlights the roles of infrastructure and innovation as crucial drivers of economic growth and development. Globe is committed to upholding the UN Global Compact principles and contributes to 10 UN SDGs.
To know more about Globe Omnichannel (GO) Cloud Contact Center, visit our website or get in touch with your Enterprise Account Manager today.
For more business insights from industry experts and enterprise executives, listen to the CLOCKWORK podcast by Globe Business—now streaming on Spotify.
#Stratpoint Reinforces Ability to Deliver Modern Software Architectures through Partnership with #MongoDB
Stratpoint Technologies, accelerator of digital transformation through software, managed QA, cloud, data, and AI, is now a value-added reseller and consulting services partner of MongoDB. The partnership allows Stratpoint to offer more companies a comprehensively modern software architecture and, in turn, increases MongoDB’s footprint in the Philippines.
MongoDB is the developer data platform that provides the services and tools necessary to build distributed applications fast, at the performance and scale users demand. At the heart of the platform is MongoDB’s document database that stores data in flexible, JSON-like documents, making it the best way to work with data. MongoDB’s distributed architecture also makes high availability, horizontal scaling, and geographic distribution simple and seamless.
“We chose to partner with MongoDB because of its ability to support modern software architectures such as microservices — a perfect fit in the technology portfolio of Stratpoint. Using MongoDB as part of the solution architecture modernizes the migration of customers to the cloud. With MongoDB as part of our portfolio, we will provide more value to our clients, as we help them respond to the increasing demands of the digital economy,“ said Sonny Carlos, Cloud and Data business head of Stratpoint.
“The Philippines is a hugely exciting market for MongoDB, with a large and talented population of developers and thousands of innovative companies.We look forward to working with Stratpoint to help these organizations harness the full power of MongoDB by equipping their technical teams with the tools, training, and certifications they need to succeed,” said Stewart Garrett, Regional Vice President ASEAN at MongoDB.
With Agile software development, MongoDB, and AWS services, Stratpoint delivers a truly modern and future-ready approach to digital transformation.
Companies who want to leverage the power of MongoDB may acquire it from the AWS Marketplace, MongoDB’s cloud service Atlas, or directly from Stratpoint. For more information, visit www.stratpoint.com.
About Stratpoint Technologies
Stratpoint accelerates digital transformation of businesses, delivering enterprise-grade solutions globally for more than 20 years. We specialize in agile software development, managed QA, cloud, data, and AI. Visit www.stratpoint.com.
MongoDB is the developer data platform company empowering innovators to create,
transform, and disrupt industries by unleashing the power of software and data.
Headquartered in New York, MongoDB has more than 40,800 customers in over 100 countries. The MongoDB database platform has been downloaded over 365 million times and there have been more than 1.8 million registrations for MongoDB University courses.
Why Innovation Matters: Revolutionizing #Education with #EdTech and #AI
Education is changing in different ways, but the future is bright because of the innovations EdTech and AI can offer
The existence of AI and EdTech platforms is something that learners and educators cannot question anymore. They have changed how education runs, and it will continue to be adapted to the growing innovation in learning. But why does it matter?
While there is skepticism towards using AI and technology in education, 21st-century learners and educators won’t deny how it assisted them to become better performers in the classroom. It helped drive growth by streamlining innovative methods that a traditional classroom cannot do alone. The support it can give to schools is needed to create future-ready learners. However, even with the existence of AI, it will never replace teachers, but it will complement and extend their expertise for every learner.
Quipper and ELSA Speak wanted to highlight this when they signed a Memorandum of Understanding (MOU) last year.
“Our collaboration aims to support the education sector in elevating the quality of education in the Philippines by integrating the power of EdTech and AI. ELSA Speak, an AI-driven English-speaking coach, together with Quipper, the leading EdTech and LMS platforms in the Philippines, aims to revolutionize education beyond the current means that we have,” said Yusuke Takagi, CEO of Quipper Philippines
Here’s how AI and EdTech can help elevate learning in classrooms, as shared by Quipper and ELSA Speak:
Increases efficiency in a classroom. Most of the time, teachers must spend hours evaluating a student’s homework and activities. It takes away the time to create, update, and deliver lessons to students. Without an ample amount of time, teachers will sacrifice the quality of education that they can give to students.
With AI and an EdTech platform, it can help manage the teachers’ workload by intervening with their operational activities. For example, on ELSA’s speech recognition platform, AI evaluates students’ spoken English and provides detailed feedback on pronunciation, grammar, and fluency with accuracy rate of 95 percent. Grading English lessons will now be easier for teachers. Moreover, an EdTech platform like Quipper offers automated checking of students’ activities and an item analysis feature to monitor students’ performance in class easier.
Learning is more personalized for students. Nothing beats a learning environment where students can excel while elevating their individuality. But due to the number of students a teacher handles, most of the time, educators need to offer their attention to fully assist them in their growth.
That is why AI supports teachers by giving them data that can be used for proper assessments, like how ELSA’s adaptive system uses a student’s behavior and performance to create a personalized learning path. Whereas with Quipper, teachers can access over 4000+ downloadable study guides as alternatives to textbooks and 1000+ video lessons to enhance their students’ learning.
To develop their teaching profession. Teachers must adapt to the changing tides of education, so professional development is vital to improving an educator’s effectiveness in delivering quality learning.
For example, ELSA Speak, as an AI-driven English-speaking coach, can help deliver excellent lessons for learners and educators to improve their English communication skills. It will enhance their competitiveness as a teacher. On the other hand, Quipper, as an EdTech and LMS platform, can help offer comprehensive guides and other teaching resources to support the learning environment they will provide for their students.
Indeed, there is much to gain when innovation is prioritized in education. The collaboration of teachers and students while integrating technology—AI and EdTech—will develop a conducive education for all.
“Our move to collaborate with Quipper aims to bridge the gap between teachers and EdTech plus AI. We want to demonstrate how vital it is to adopt this pairing to improve the education we can offer our students. This is a change for the better, and we hope to see this even more in the future,” said Vu Van, Founder and CEO of ELSA Speak.
To learn more about Quipper Philippines and its other programs and initiatives, visit https://www.quipper.com/ph/.
Grammarly for Students: How It Can Help You Succeed in School
Grammarly for Students: When it comes to writing, it can be difficult for many students to find enough time to get everything done. Between studying for tests, participating in extracurricular activities, and maintaining a social life, students often find that writing takes a backseat to other priorities.
Grammarly has been designed to be user-friendly, allowing students to quickly and easily find and correct errors in their writing. Plus, it can be used with any web browser, making it accessible to any student. Additionally, Grammarly has a wide range of features and customization options, so students can adjust the tool to their individual needs.
This means students can use Grammarly to help them improve their writing over time and ensure their writing is always as good as it can be. In this blog post, we’ll take a look at Grammarly for Students and how it can help you succeed in school. Keep reading to learn more!
Why Should Students Use Grammarly?
Grammarly is one of the most popular and reliable automated proofreading and grammar-checking tools available. It is an invaluable resource for students of all ages, from elementary school to college and beyond who need assistance in writing and editing their work.
Grammarly addresses the most common writing mistakes and helps students to communicate more effectively. It has a range of features that make it easy to use, including an AI-powered writing assistant, a library of grammar rules, and a plagiarism checker.
The AI-powered writing assistant uses advanced algorithms to provide feedback and suggestions to improve writing clarity and content. It can point out mistakes such as typos, spelling errors, punctuation errors, grammar mistakes, and more. It also gives personalized tips and guidance to help students become better writers.
The library of grammar rules is an extensive selection of grammar guides and tutorials that can be used to quickly and easily find the right grammar rule for any context. The plagiarism checker can detect copied or paraphrased text and alert the user so that they can make the necessary changes.
Grammarly is the perfect tool for students who want to improve their writing skills and polish their work. It is easy to use, comprehensive and provides detailed feedback and guidance to help students become better writers. With Grammarly for students, students can be confident that their work is accurate and error-free.
Grammarly for Students: How It Can Help You Succeed in School
Grammarly for students is a powerful tool that can help students improve their writing. It allows users to check grammar and spelling, as well as identify and eliminate common writing errors. Grammarly can be used by students of all ages and proficiency levels to increase their writing accuracy and proficiency.
By using Grammarly for students, yous can quickly identify any mistakes they have made and correct them right away. In addition to grammar and spelling checks, Grammarly also provides users with a wide range of writing feedback which can help them become better writers.
Grammarly can also be used to teach students grammar rules and styles. It comes with a vast library of grammar rules and styles that can be used to help students become familiar with proper writing conventions.
Through its grammar and style guides, Grammarly can make it easier for students to understand and apply these rules as they write. This will help them to write better and faster, allowing them to focus on the content and ideas rather than worrying about grammar and style.
Finally, Grammarly can help students to express themselves clearly and confidently. By providing detailed feedback and personalized suggestions, Grammarly can help students to become more articulate and persuasive in their writing.
As a result, Grammarly for students is helpful in effectively conveying their thoughts and opinions in their written work. With Grammarly, students can become confident and proficient writers, and have a great writing tool to help them get their job done.
In conclusion, Grammarly is a great tool for students to use to help them improve and maintain their writing skills. It can help them spot errors and make corrections to their writing quickly and easily. With Grammarly, students can use its features like grammar checking, plagiarism detection, and citation support.
Overall, Grammarly for students is an excellent resource for students to use to ensure their writing is up to standards. With its user-friendly interface, wide range of features and customization options, and helpful feedback, Grammarly is a great tool for students to use to make sure their writing is as good as it can be. Share your thoughts with us in the comments. Visit Techrulz for more similar guides.
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