Page 6 - Telecom Reseller June-July 2020

Telecom Reseller
MACARIO NAMIE Customers talking to agents is not a failure
of automation. Believing the sole use of automation is to keep customers away from agents, is a failure of the imagination.
Don’t get me wrong, I believe in automation. It has a rich capability that should be engaged throughout a customer’s journey and agents’ workflows to provide
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an effective and efficient experience that’s fantastic for all involved. When automation is integrated into workflows, agents are significantly more efficient, and customers benefit from faster problem resolution.
Contact center agents are hired because we need their brains – to solve complex problems, to bring emotional empathy,
and to positively represent the company brand. Despite what many vendors would have you believe; the state of technology is simply not good enough to replace all your agents. And it won’t be anytime soon. But that doesn’t mean we can’t use technology – and AI-driven automation in particular – to augment human agents and make them
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ASK THE Telecom Pro
July 2020
https://wp.me/p2Q636-zwo Q What is edge
comA
Edge computing is a distributed network model characterized by computing resources located at the edge of a network close to the devices collecting data. Traditional networks by contrast rely on centralized computing resources far away from the edge of the network. IoT and AI are examples of technology that rely on edge computing. The increasing availability of high-speed, low latency bandwidth like 5G will accelerate edge
computinQ
puting?
g proliferation.
Are companies required to reimburse employees for work from home technology
expA
enses?
Several states and jurisdictions including California, District of Columbia, Illinois, Iowa, Minnesota, Montana, and New Hampshire have laws that require employees to reimburse employees for expenses directly related to business activities. While jurisdictions vary, employers should examine reimbursement practices in light of forced and voluntary work from home conditions resulting from Covid-19 related shelter in place orders.
#StayHome
COVID-19
Microsoft Teams
Voice Activation
Service Pack
In these uncertain times, SOFTEL are supporting the new “at home” workforce, flash-enabling enterprise voice channels through E1 Microsoft Teams, keeping the voice of the workforce connected around the globe.
www.SOFTEL.com