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TShould you replace telephony with chatbots?
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ADVICE FOR THE NEW YEAR:
REEDER
continued from page 1
TAKE YOUR PUNCHES, BUT
BOUGOURD
he way we communicate with our rewcohvoetrhy.eH1o3stthedPrtelseipdheonntyosfetrhveicUesnaitredviSatates quicklestSwtrauyctourceodmamndunwicealtle-d; tehfienaevderpargoecpeesrsseosn
DON’T ROLL OVER
etwhaesrn, aent idntgeertntehteornaewcosnavnedrgwedeafitbhrer.broadband typuesu3a8ll-y40fowllorwdesda imninaustpeecoifimcpoardedertoan1d25/o-1r75 the years, evolving from letters to phone service, using the same wiring as your business’ wowrditshpsepremcifincutienwpuhtesn talking.
customers has changed dramatically over
calls to email and now website live chats. There’s Natasha Bougourd, Lead dataYnoeutwseoerkc.onversational interface on It’s elsseRnutnianl itnhgatd, wechiesinoint ctroemeseswtoith finite and no getting away from the fact that you need a Applications Writer at TSG wHeobssteitdestetloeop.hConhyatsbeeostsasterarvdeitiaosnfiarl smt-ettiherod of comdemfinunabiclaetiopntimonetshods for customers,
SCHULTZ
(https://www.tsg.com/tsg-it-
way for customers to quickly and easily contact you, but with so many methods available, which
support)
c o s u m p mp o u r n t i c f a o t r i o p n e o b p r o l e u g w h h t o i n h t o a v t h e e f r 2 e 1 q s u t e c n e n t l t y u r y
w a i t s h k e c d l o q u u d e h s o t i s o t i n n s g , , a mn d a k c i a n l g l e i r t s m t o o r h e e e l s p s l e i n n t e i s a l c t a h n a n
evisesru. Ne ocot monmlyadnodesatenldepgheotniynfcormmatuionnicaftriomn
p t r h o v e i c d h e a c t u b s o t o t ms u e c r h s w a s i t c h h t e h c e k o i n p g p o t r h t e u i n r i a t y c c t o o u n t
h b a v a e l a r n e c a e l - t o i mr o e r , d t w e r o i - n w g a r y e c fi o l ml s mo n u n p i r c e a s t c i o r i n p , t i i t o a n l s s o .
provWidheysahpasertshoinsabelecoemxpeersioenpcoepfuavlaoru?rIetd’sby
maaney.cessity. People born in the 1980s and betahbeliertvoiartnusawleprhaollnceustotobmeeirnqourerhieosw, wthiecyh
business expertise. Others might not be able
b u s i n The s s e e s s e c u a s n e ’ t c l i a m s e i t s t a h r e e m i d s e e l a v l e f s o . T r o b u m s e i n e t e s s conpshuomneradpepms,awndhsi,cbhurseinlyesosnesrmepuesattnabolteonly havtaesakns osunclihneasprfeosrewnacred, binugt bcealalvs,acilhabanlegtionsgpeak to voonilcineemwahileathnedrstehtatti’ns gviuapa msuuppltoiprlteagent on live chaetxoterncshiaotnbso.tBs.yThasekcionngctehrenuasroerunadsethrielsaottfer is thaqtucehsattiboonts,asruecshtiallsewvohlvatinmgoanddetheryefwoarentwon’t
should you choose?
Chatbots and online live chat are considered the
to fill open positions in your department as oyoveurfiaghutmfoarntafolernatnwimithmceodmiapteaanniesswoeffr,earnindg21% wmourledceovmenpebtuityivfreopmacoknaeg.es than you’ve been abItl’es tcolegarethsiagtnb-uosffinoenss.eOs crapnerehapsiygonuifi’rceaant rloewggaerrdhsebaydismwpiltehmyeonutrinbgutshineseessdcigointaslt-ifitursetnts c--omwhmouanriecactrioitnictaolofolsr, byuotutrhperyosjhecotusldunc’ctecsosme abtuthevexrprensissetaonf thtoe mchoarnegter.aditional solutions. AllFbaucesidnewsistehssmuuchstbuesainvaeislsabrleeaolintieths,eypohuone fnoerecdutsotolmeaerrnstwohaodhapavte–utroge“nrotlqluweirtihesito.”rBfourt tdhoons’et rwohlloosvteilrl.pThreefemr pahrkonoefcaatlrlsu.eHloewadeevreri,smany bsoumsineeosnseswahreoowpiellrastiangdounpofuotrdawtehdatt’selbepeshtony sfoysrtaemprso,sjeticltl,dtehpeednedpeanrttomneInStD,aNbduessipnietsesits unrite,lioarbitlhiteycaonmdpthaenyneawssatwhahtoiltew,ailnldbethretniredin 2d0e2te5r.mIninreshpownsteotoacthieeIvSeDthNesdeagdolainlsee, vaenumber oagf abiunsitntehsseeosdadres.mAaskyinogutrheeflmecotvoento20h1o8sted taenledprheojunvy.enate for the year head, think “eFmoprothweeurmnienniti.”ated,hostedtelephonyisa cloAutdE-bnatseerdprpihseonCeosnonluetciton20w1h9,icthakeilnimgipnlatceesthe nMeaerdcfhor18tetleop2h1onine Osyrsltaenmdoh,aFrdlaw.,awree.’vOenbeuoifltits kaefyulbletnraecfiktsaiismloewdeartchoesltpsidnugeytounroevcauppexyoanudr nstoramteagiinctelenadnecreshcoipst.sFtrhoamnkPshtoilbEudihlto-ilnmd,iwsaisthter PKE Consulting, you’ll learn the importance
by Beth Schultz: Editor, No Jitter
most modern communication methods, with live
/ Program Co-chair, Enterprise
chatconsistentlycominguptrumpsinsurveys.
Connect
“Over half of customers would prefer to chat to
a person in real-time online over a phone call (HarYriosuRdesoena’rtcahlw);awyhsagte’stmwohraet,yito’suthweacnhta.nnel withThtheath’sigahfeascttcoufsltiofme,earnsdatyiosfuacjtuiostnhravtientgoat 73%r(oElclownistuhltiat.n”cy). It’s so prolific that it’s now uInuhseuaardl ttohsiesethweebosthiters wdaityhwouhtileivcehcahtatitnogptions.
witAhcacnorednintegrptoriesxepIeTrtms,acnhagtbeor,tsanardetnhotuognhltythe tonemxyt setelfp, “uWp ferlol,mthlaivt’se achaetabltuhtyaraetttihtuedfue.t”uSroe,of I’cmusthoamrienrgcohmerme.uItn’sicaatgioond. Greamrtninedr ehrastoesatlilmated --theastp8e5c%ialolyf dcusrtionmg eartinmteroacftyioenars kwnilolwinnvoalsve acpheartiboodtsobfyre2fl0e2c0t,iomneanidngretjhueveAnIatoionl w--on’ot tbe togosiwnegaatntyhwehsmeraelalnstyutiffm.eAscotuoanl.lyE,vliedte’snmceahkaes thshatotwhnetbhiagt,stwuhffe,ntouot.ilisedeffectively,chatbots
reThsuilst icnoma 3m0%enitnwcraesaspeeincificocntvoetresciohnsotlhoagnyother dceocmisimonusnmicatdioenfso.rWrehaasto’snmsotrhe,e6r1t%haonftcoustomers dweloivuelrdtahcetibvelsytcsherovoiscettoienntedraucstewrsi.thYoauchaalltbot know what I’m talking about, no doubt.
couwladnlet atvoectohnemfigfurruestrhaetemd.ode, the app can leavceclsoardnidncgutsotoamneOrspaerneMwialrliknegttroepbuoyrtf.rom Ththesnemonalkineecchoamnmgeusnoincathioenbmacektheondds.,
6 Steps for Successfully
lWatehrilastctliuvaelclyhaptrhefaesrhtiegxhticnugstovmeerrtasalktiisnfagc,tion aHchaavtibnogt,ainmipnletemrfeancteintghathterseesesomlubtlieosntsexting
shisoubledcno’tmcionmgematotrheeceoxmpemnosen;ofoterlienpshtoanece, cothmemapupniRcaetsioernvse. AacllcowrdsiunsgetrosthoefiOnffidce of NraetsiotanuarlaSntatstiastnicds,b9o0o%korfesUeKrvhatoiuosnesh.oThldsehuasveer incthearntsetwaicthcetshs,emaepapntinhgro1u0g%h satitllexdtoin’tg;-hliokwe else wpillathforsme pteoplercfornmtacatllyouf ?the functions.
IWf tehceabn’ottigcnaonr’tehthaendfalcetttheatq,uwehsitlisotnu,pi-tand- cotrmaninsgfeorns ltihne cuosmermtounailciavteioangesonltuftoiornms aore seceuinstgogmreizaetdreisnuflotsr,mtealetpiohno.nyisstillahitwith custUomnteirlsr.eAceGnotloy,gmleostbuidleyafopupnsdhtahvaetl6a1g%geodf cobneshuinmderhsogmeteininttoeurcnhetwditehviacbesusaindesstvililarpehlyone wohnenswthipeye’sr,etraepasdyantodptougrcghleaset.oAcdodnitfiiognuarelly,for utrhgenmt.qAuesraiepsp,sabpehcoonmeecamlloisruensdoopuhbistteidclaytethde,
the interface can become more and more confusing. Businesses need to make sure that they offer their customers as many useful features as possible while keeping
their apps user fri
howeUvesre,rshcoaunldanl’stocotympeatthtehiereoxwpnencsoemofmands, t e l e s u p h c h o n a e s , c “ o F m o mr w u a n r i d c a mt i o y n c . a H l l o s s t t o e d 7 t 7 e 0 l e - p 5 h 5 5 o - n y wil3l3a2ll5o,”wabnudsitnheessaepsptowsialvl epmerofonremy otnhethis trafduinticotniaolns.oThlutisond,iathloagnkflsotwotmheaenrasdtihcationof capuesxercsodstosna’nt dhabvueilt-oinfodlilsoawstethr ereflcovweroyf. tDhiegital tracnosnfovremrsaattioionn, athl eapupse. of technology to improve proceThsses,teccuhstnoomloegryexispearviaeinlaceblaentdouhltaivmeattheley proufistearbinlitey,riascatcwhiethvatbhle ipnhsoonme apnpy wasayths.ey BywaoduopldtinSigriaomriAxloefxtar,adisistiuoinaglcaonmdmoadnedrsn combymtaulnkiicnagtiotonthooelas,papn.dThpaertei’csunloarnlyeuesdinfogr clotuydp-ibnagseodr panhsownersiynsgteqmuse,sbtuiosninse.ss can respond tocustomersquickerandmoreefficientlywhilst savSinOg,mWonHeyAraTthNerEthEaDniSncTreOasiBngEouDtgOoiNngEs.?n
Virtual phone systems have become increasingly complex as technology becomes cheaper. A conversational
mitnigteatrefatcheseysfatecmtorsh, tohueldinstalrltatoioffnsiomf spolue,nd pafinreslitnagd, dsuingshthadeems orstoethsseernrtoioaml tamskosdaifincdations miaguhttobmeanteincegsstahreymtothgerot uthgehmaocshtaotubtoot.f FthoerUC tecihnnstoalnogcye,ycounafirgeuprrionvgidcianlgl .foInrwadadrditinogn itso the phaysmicoalrespiamcep,otrhteancot mtapsaknfyorcualtcuhraetsbhootutlhdabne conchsiadnegreindg, ptahretihcuoladrlmy guisviecn. Aresmthoetecthealetwbotrsking emgpeltomyeoesrehsaovephdisffteirceantetdn,eyeodus tchanalodcdalmlyore wofrekaitnugresm, bpulotyyeoesu–mfourstbroethmainudioyoaunrdsevlifdeo conofsiwdehriacthioanps.ps and features most of your
Tcauksetotimertsowteilslt:uMsea.kDeotinm’tewtoasuteseaalol thoef time sysatnemd seffoonrcteoinstaalfleadtuinreththeaotffiocnel,yb3e%foroef your thecucustsotomeerrs owriltlhteairkemadpvloayneteasg.eNoft.hing is moreThfruisstreacthingotlhoagny fiisnadvinaiglaobulteanborwan, adn-ndeawll colmlaobboirlaetiaopnpsp-aceespisencioanll-yfupnhcotinoenasylsotnemdasy-one. Aftcearntetastkinegadisvcaonmtapgletoedf ,itcotonsmidaekreaisttaegaesideroflol-r oubtuosfitnhesUsoCwsnysetresmtotocoansmfigaullrneuthmebireraopfpu,sgerts
things done and boost revenue. n
HOKE continuesonpage 7 ››
How many times during your career of championing communications
have politics unduly influenced a purchase transformation in your organization and
H
agreement or killed a project -- whether get advice for developing the skills and
KE
already in progress or yet to get off the knowledge you need to become a change
end
ly.
UDeploying UC Systems obligations with another vendor? How many how to become a trusted advisor to the
ground? How many times has a top agent while dealing with business and
BUSINESS PHONE SYSTEMS
technology choice been preempted by political realities. From Robin Gareiss, of
by Ansley Hoke, Vice President,
the company’s need to meet contractual Nemertes Research, you’ll gain insight on
ScanSource Catalyst (https://
times have you gone to battle on a budget business on the all-important customer thatwoulndifigedtycomuwmhuanticyaotuiornesa(llUyCn)eed... enxapveigraietincgetmheasnedteacteh.nAolnodgiferso,mbuMt aatrtthye end and failedm?anufacturers have made tremendous Pofarthkerd, aoyf,UthneiCcuosmtomeCr’osnsastuisltfiancgti,oynouw’iltlh the
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have become laden with features that,
tooc.casionally fall short in practice, not because Moafnthyeotfeychounowloilglyh,abvuetbloetcsaoufsexopfethrienapcperoach, wionrsktailnlagtionparnodjescutpsptohratshtraavtegbye.en undTherestUaCffemdaorknetoptrsotavffideedswaidtihzztyhiengarrayof apprordopurcitas,teallewveitlhs odfifftecrhenticsaplekcinfiocwat-iohnoswaonrd
capabilities. Many resellers are well-versed in
swohmileanbuyicldoimngpleotyinagl cduesmtoamnedrsointbhuedpgreotc,ess.
caSptiatratl,wainthdctualsetonmt.erneeds:Talktoyour AcncaolrydzientghetoenSvmiraorntfmaceen,t:aThcoenovffiercseatsitoruncatlure
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isinjutestrfasciemispoargtaonotdastothoel ftoecrh: nology in use. WhlethReersiptobnedeicnhgoetosifnrecqounefenrte,nscmearolloamnsd,loud oapuetnomoffiatcaebllaeyotaustks,sor bright windows, the office space can present significant challenges. To
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www.scansourcecatalyst.com/)
when squeezed into a mobile app, make thneavsuigrartoiunngdaingd eunsvinirgonthmeeanpt,pspaelmcifiocstindustry niemedpso,sosribrleeg.uThlateorleyahrunridnlgesctuhrevye’lilsnsetedepto, ajunmd p thenrotruegphr?eWnehuirlse dcuosnt’otmhaevrsemtiamyesatoy tlheaerynheeodwa ptaortnicauvliagrapteroadnudctuoser saenrvaipcpe, twhoartkiswsiuthppthoesmedto fitnodmthaekerigthetisroliuvteiosneafosiretrh. eir specific industry andAwgoorkodcuclotunrvee. rsational interface can help.
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