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Windstream Adds Mitel's UCaaS Contact Center Solutions to Its Portfolio
Increasingly, artificial intelligence (AI) is becoming the workhorse of the contact center industry. AI within the contact center not only provides faster customer service, it can also add personalization and improve the customer experience.
“Contact centers need assistance in more ways than one, and AI helps with them all,” according to customer experience solutions company Mitel (News - Alert). “In addition to real-time coaching, AI chatbots provide faster and more personalized customer service. AI virtual agents can interpret and access customer data, so they can handle more inquiries on their own, freeing up human agents to handle complex calls.”
Mitel’s Virtual Agent and Agent Assist solutions are powered by Google (News - Alert) Cloud Contact Center AI (CCAI) technology. This allows them to become human agent’s “right-hand assistants.”
“Once a human is involved, AI technology assists in the background,” according to Mitel. “Bots monitor the conversation and present the human agent with relevant information that helps them satisfy the customer. From product information to weather forecasts, the virtual agent can access both internal and external data to make sure the customer has a smooth and pleasant experience.”
Little Rock, Arkansas-based managed communications service provider Windstream Enterprise (News - Alert) (WE recently announced that it has expanded its customer experience-as-a- service portfolio to include Mitel’s Virtual Agent and Agent Assist solutions powered by CCAI. Through adoptions of the Mitel product, customers can implement more humanlike automated interactions in their contact center environments, improving upon customer service through rich, conversational experiences.
The integration of Google Cloud CCAI into the Windstream Enterprise platform leverages Mitel’s industry-leading Unified Communications (News - Alert) as a Service (UCaaS) and UCaaS and Contact Center as a Service (CCaaS) solution to deliver an advanced customer experience (CX) with artificial intelligence (AI) that understands customer intent and interacts, redefining the possibilities of AI-powered conversation, according to Windstream.
“The combination of the solutions from Google Cloud, Mitel and Windstream Enterprise come together easily to create an intelligent CX,” said Austin Herrington, vice president of product management at Windstream Enterprise. “Customers in search of support will find this solution to offer a more natural, streamlined digital experience, one that results in shorter call times, quicker resolutions and improved outcomes for customer satisfaction and loyalty.”
Edited by Maurice Nagle
