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Should you replace telephony with chatbots?
Next-Generation Keynotes at Enterprise Connect 2019
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BOUGOURD KRAPF
Natasha Bougourd, Lead
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i n i n t e t r h n a e t t m a c a c r e k s e s t , . m A e n a d n i f n r o g m 1 0 h % i s s b t i i l o l : d “ o P n r ’ t i o ; h r o t o w e l s e wAilml tahzoosne pCeonpnlecto,nPtascqtuyaolue?has worked on
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t e l o e f p c h o o u n r e s e c o y mo u m ’ l l u s n e i e c a a t l i l o t n h . e H m o a s j t o e r d v t e e l n e d p o h r o s n o y n
w i o l l u a r l l E o x w p o b u fl s o i n o e r . s s The s i t s o i n s a d v u e s t m r y o n i s e g y r o o n w t i n h g i s a n d
t r a i t d ’ s i t c i h o n a n a l g s i n o g l u r t a i o p n i d , l t y h . a I n t ’ s k s g o t o i n t g h e t o e r b a e d a i c n a e t i x o c n i t o i n f g c a e p v e e x n c t o f s o t r s a a n n d e x b c u i t i i l n t - g i n n d e i w s a c s o t e m r mr e c u o n v i c e a r y t i . o D n i s g i t a l traindsfuosrtmrya.tiUonse, tchoeduesTeEoLfRteEcShEnLolfogry$t2o0i0mopffrove praodcveassnecse, cruatsetsomaternetxerpperiseencoenanedctu.cltoima/tely prOofirtlanbidliot.y,nis achievable in so many ways.
By adopting a mix of traditional and modern communication tools, and particularly using cloud-based phone systems, business can respond
Enterprise Connect, General
Applications Writer at TSG
Manager & Program Co-Chair
(https://www.tsg.com/tsg-it-
No Jitter, Publisher
support)
going anywhere anytime soon. Evidence has shown that, when utilised effectively, chatbots result in a 30% increase in conversions than other
over a human for an immediate answer, and 21% wthoeunldewevdeinrebcutiyofnrsomouornined. ustry is headed.
ItC’shcalenagr,tfhoartebxuasminpelses,etsoocaknorneahpersirgonleifiactant rCeiwscaordwshbeynimthpelefameonutisnlyg athceqsueisditigiviteavl-efinrdstor cbomugmhut nhiecrasttioarntutopo, lAs,cbcuotmtpheaynys.h(oSuhled’dn’t come atctuhaelelyxpbenenseaoffif ltihaetemd owriethtrCadisitcioneavlesnolutions. Abellfobruestinheastsdeesaml culsotsbede,asvearivlainblgeonCthisecpoh’sone fboracrudsotofmdierresctwohrso.)hAavcecoumrgpeanntyquwearsiefsouonr dfoerd
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s a y m s t o e n m g s t , h s e t i m l l s d e e l p v e e s n , d a e n n d t i o t n b I a S s D e d N i t d s e s s e p r i v t e i c i e t s o n
u A n r r t i e fi l i c a i b a i l l i I t n y t e a l n l i d g e t h n e c e n ( e A w I s ) . t h a t i t w i l l b e r e t i r e d i n 202W5r.iIgnhrteispGonensertaoltMheaInSaDgeNr odfeaMdilicnroe,saoftnumber o36f 5b,uasicnleosusdessaorleutmioankitnhgatthcoemporviseetsoOhffioscted
t3e6le5p, hWoinyd. ows 10, and Enterprise Mobility + For the uninitiated, hosted telephony is a
cloud-based phone solution which eliminates the
mWaechcaine’t lieganronriength, eaufagcmt tehnatte,dwrheiallsityu,pm-anpds-, caonmdinmgoobnilein. eHcisomspmecuianlitcieastioinclsuodlueticounsstoamreer seeing great results, telephony is still a hit with customers. A Google study found that 61% of consumers get in touch with a business via phone
need for telephone system hardware. One of its
Tcommunications. What’s more, 61% of customers key benefits is lower costs due to no capex and when they’re ready to purchase. Additionally, for to customers quicker and more efficiently whilst
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he new year comes with plenty of WHITE new challenges and opportunities
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6 Steps for Successfully
use phone numbers will now be readily available and able to match other digital channelsforvisibilityintosalesand
fundamentally change SMS forever
major focus in the news seems to revolve
marketing ROI.
HOKE
mitigMatoertehethseanfacatnoyrso,ttherinyestaarll2a0ti1o9naonfdso2u0n2d0 paanreelipngo,iseudntsohabdeetshoeryoetahresrorfoionmtegmraotdioifincsations miogfhatrbteifinceiaclesinsatreyllitgoegnectethane dm“obsot to”ufteoatfuthresUC tecihnntolbougsyinyoesusaSrMe pSr.oFviirdsitn, ge.xIpnecatdtdoitsioene to the phiynstiecraalcstpiaocnes, thhaepcpoemnipnagnoyvceurltSuMreSshlionukleddbe contosiodtehredr ,spalaerstitcrualcakrliyngiavnend rdeamtaoatentaellyetwicosrking emtpololyseleiksehCavReMdiffaenrdenmtanrekeedtsinthgaanultocmalalytion woprrkoindgucetms.pMlooysetesea–rflyorubsoetchaaseusdaioreansidmvpidleo conkesiydweroartdio-dnrs.ivenparametersthatrule-based
UDeploying UC Systems
around 5G, let’s not forget about the By Joe White, Chief Technology
incredible growth and momentum we’re
l Full-scale adoption of Rich
seeing in other areas such as voice and
Communication Services is still at least
SMS communications, which still play
asignificantroleforbusinesses.Yet,
how willnoiufiredapcpormoamchuntoicathtieonesnt(eUrCpr)ise
communmicatniuofnasctaurrcehristehcatvueremcahdaentgreminendous aocfctohuendtayb,itlhiteycausstocmiaetre’sdswatitshfatchtieosnewiththe t
five years away in the U.S.
heyearsparhoegardes?sWinethaevlaesptudtectoagdet,hdervesiloxping chomanpnletlse.UBCutewxpheilreiecnhcaetbisothseaonndlydimgietaslureof ptrecdhinctoilongsywtheaetxhpeelpcst tbousieneeisnsetshsetaiyndmuosrtrey psuecrscoesnsatlhastsmistatntetrssl.iThkeeAfloelxloawhianvgesbtepcsokmeep the incotnhne efcuteudreth. an ever. However, UC systems tfhoceunseowf dberpiglohyt ianngdUsChisnystoebmjescotntothceheansed, users,
ptaortwiciuthlatrhperolidkuecotfoirMsersvsaicge, awnodrkWweiCthhtaht.em to fiHndowtheeverirg, htht esoplauthiotnoffourltlhaedior psptieocnifiocfiRndCuSstry awndithwothrke fceualture.s that have been promised
aAnndadlyezmeothnesternavteirdofnrmomenpt:rThoviedoeffirsciensthruecUtu.Sre. istjiullstfacseismspigonrtiafinctanast tihnedutescthrynoroloagdybinlouckses.at Wmhuelthipelreitlabyereschanoedsnineecdosnbfertetnerceinrcoeonmtisv,elsoutod odpreinveosffiucecelasysoauntds,poarcberiogfhatdwoipntdionw.s, the office space can present significant challenges. To
systtoemcosnotnincueeinastathlledteicnhtnhoeloffigycea,nbdefroerseults themcautsutroem. er or their employees. Nothing is more frustrating than finding out a brand-new collablorAat2iPonMspeasscaegisingonw-iflulngcrtoiowntahl aonkdsatyoone. AftAeIr-tderstiivnegnisinctoemrapclteitoend,sconsider a staged roll- out of the UC system to a small number of users
WHITE continuesonpage 4 ›› HOKE continuesonpage 7 ››
occasionally fall short in practice, not because
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twhheiplehbounieldwinigll lroeygalicnupstopmuelarrsiitny tinheopurocess. omStnaricthwainthnecluwstormlde.r needs: Talk to your cuThstoamnekrst-owehaaset doof pthreoycureraelmlyeneteadn?dIs it
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Officer, Brightlink (www. brightlink.com)
by Ansley Hoke, Vice President,
marketingbudgetsinlargepartdueto tnhaevihgiagthindgetghreeseotefcRhOnoIlvoigsiebsi,libtuytaantdthe end
RichCommunicationServices(RCS)has
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