Copyright laweekly
Workplace communication used to be limited to in-person meetings, crackly phone calls with endless “hold” music, and the occasional fax or two. Today, there are almost as many ways to communicate as there are languages. Employees collaborate on projects via messaging apps like Slack. Bosses hold meetings via video conferencing. Even good old-fashioned voice calling is still an option when the website’s automated chatbot can’t immediately answer a query. These various methods of communication make it easier to work remotely or engage with customers. While juggling a bunch of different apps can be a headache, Unified Communications as a Service (UCaaS) companies centralize communication into a unified cloud-based platform. That’s the role of companies like net2phone, a global provider of unified communications and contact center solutions. Through its suite of business communication and customer engagement solutions, net2phone allows companies to manage every aspect of internal and external communication via one centralized platform. Coworkers can share files, manage social media campaigns, and partake in HD video meetings without switching between applications. With the help of AI, they can even automate certain tasks or gain instant feedback on ways to improve communication. It’s a long way from the early days of long-distance calls and snail mail, though net2phone does trace its roots back to the early days of international calling and VoIP technology. Over the last thirty-plus years, net2phone has evolved alongside digital communication, drawing on the telecommunications expertise and infrastructure of its parent company, IDT Corporation (NYSE: IDT). Currently serving over 400,000 global customers in 160+ countries, net2phone offers a series of advanced tools and AI-powered features to give businesses a better way to communicate. UNITE is net2phone’s business communications solution, offering voice, video, and messaging capabilities on a single platform. Employees can communicate and collaborate through the use of AI-powered tools, relying on AI meeting assistants during HD video meetings and gaining real-time business insights from every call. The company’s contact center solution is uContact, a customer-centric platform that empowers employees to make every customer engagement a positive experience. Through uContact, users can manage multiple engagement channels and automate workflows to answer customers’ queries quickly and accurately. AI-powered analytics tools offer real-time insight into agent and campaign performance, giving users the power to adapt as needed. AI has played an even bigger role in the two most recent offerings by net2phone: AI Agent and Coach AI. AI Agent is a customizable AI assistant that can manage sales, support, and administrative tasks to streamline workflows. Not only can AI Agent learn from instructions and knowledge sources, but it can also understand the context of each interaction and take steps to resolve issues accordingly. By automating basic tasks, workers can speed up customer interactions and open up hours of productivity. Coach AI is a more recent innovation designed to offer real-time insights and personalized coaching recommendations across all communication platforms. Coach AI can examine any interaction–a phone call with a client, an email to a boss, or a text message between coworkers–and instantly offer tips on how to improve communication. This gives employers the ability to boost performance while empowering workers to showcase productivity when working remotely. “Our vision is to elevate every business conversation,” said Zali Ritholtz, COO of net2phone. “Coach AI turns everyday interactions into opportunities for continuous improvement, empowering teams to work smarter and serve customers better.” Five years from now, workplace communication and the state of UCaaS will no doubt be even more evolved. Today, companies like net2phone that are embracing the early stage of AI are offering businesses a significant leg up against competitors. Because when communication thrives among coworkers and customers, every part of the organization–from culture to customer service–gets stronger too.
