Artificial Intelligence in the Voice Market with IVR

If you want your business to have customers interact with a computer before being connected to a representative, that technology is called IVR - or interactive voice response. This is just the beginning to a new market of artificial voice intelligence. Some businesses may find this to be a helpful addition to your technology toolset. 

These voice systems have become so widely used that you've probably found yourself communicating with a virtual assistant over the phone more than you'd like. Although this technology can be frustrating, forcing us to say "customer representative" in many circumstances, when used properly IVRs manage inbound volume to efficiently route the customer to the right department and they are helpful. Through the evolution of this product this will get better to the point where, one day, people will actually prefer IVR over a human. We're obviously not there yet. 

Think of the IVR as a collector of data through inquiry that helps with automatically transferring the call to the right department. If your business needs this we can help you find the right IVR solution for your business at no cost to you, and for the same cost as going direct. 

Vendor Presentations are a Healthy Checkup on your business, but they must be managed

 

Some businesses will avoid the procedure of allowing multiple vendors to present a new solution because of the time consuming follow up and engagement necessary with each. The problem in avoiding this is that each vendor, in advocating for their product or service, provides insight into your environment by either reaffirming your plan or challenging it to evolve.

SOL Communications can help by managing all presentations by vendors and block unnecessary follow up. When you request a vendor presentation through SOL Communications, those vendors must go through SOL Communications as their main point of contact - not you directly. This gives you the freedom to explore and make introductions with new vendors to see what service they can provide without feeling the pressure of needing to move forward so quickly. Those vendors may reach out to SOL Communications for follow up, but they will not reach out to you - the customer - directly unless you've given permission through SOL.

If you are a business that needs to evaluate multiple options in your technology environment - whether voice, internet, cloud, data center, or cybersecurity - let SOL Communications know. Don't avoid vendor presentations which can be a healthy check up on the validity of your technology plans.

Data Center and Cloud need White Glove Services

 Many IT leaders face these issues as it pertains to cloud technology: 

• Data security

• Integration across multiple platforms

• Compliance with industry standards and regulations 

• Hidden costs

• Lack of consolidated management

Additionally, businesses are finding that they’ll need more than a single cloud solution to meet their needs and are increasingly adopting multi-cloud or hybrid approaches. Analysts are predicting businesses will move more mission-critical applications to the cloud in the next few years. That’s not surprising, given the advantages the cloud offers in areas like budget management, innovation, strategy.

Whether you need a quick, low budget set up of a test/dev environment, a multitenant cloud, a compliance need, or prefer a private cloud set up, SOL Communications can find the right supplier for you. There are white-glove cloud providers that enhance the experience with customer service, and agile solutions that address each client’s unique needs.

 We have heard for many years that fiber would replace copper, and though it has not, the trajectory is obvious. Fully Autonomous vehicles are safer, but not yet, though the trajectory continues. Onsite PBXs and servers are continually being replaced by cloud based models; the trajectory continues. Phillip Usrey correctly said:“big cities aren’t the problem; it has always been the rural edge and that’s a multifaceted approach that’s needed”. This is true of almost any tech based on usage (cars, electricity). Up until the 1960s, all transmission from telephony was analog. 

If we are getting closer to becoming a Start Trek like civilization, it’s FWA that gets us there. And that’s the right trajectory. Whether or not fiber becomes obsolete is a different story and not up for debate. But when our houses are being made by printers, our long drives completed by autonomous vehicles, and our video games are virtual reality in the meta verse, and artificial intelligence is managing your lawn, and drones are delivering your food and wifi, we’ll see just how far FWS has come.

In business, when replying to emails, have your phone number in the reply

When setting up your email signature I recommend that your "Replies/forwards" have some type of contact info. While it is important to add contacts to your database whenever you can, you cannot rely on your customers doing this. Often customers will call you using the phone number you have in your email signature. But if you are brought into an email chain your signature could have - at best - only your name, and at worst, no information at all.

My suggestion: Your phone number should always be under your email signature. I recommend a "Replies/forwards" that is as succinct as possible; Your name, your company, your phone number.

Remember that when you are replying to partners and customers in the middle of an email chain, and if you are interacting with those people for the first time, you should always add your original signature to the chain.

Retail and Banking - Two of the Largest Industries impacted by AI

 Retail and banking are two of the largest industries that will be impacted by artificial intelligence. As for small businesses, sprinkle a little meta verse and you have tons of potential for innovation in marketing and customer assisted purchases. The shift to online shopping contributes considerably to the adoption of AI within retail.

$120 billion by 2025; that is the amount predicted to be spent on artificial intelligence in the United States. Moreover, all 19 U.S. industries profiled in the latest Worldwide Artificial Intelligence Spending Guide from IDC are forecast to deliver AI spending growth of 20% or more, and the U.S. currently accounts for more than half of all AI spending worldwide.

If you are a small organization interested in contact center services, make sure the supplier informs you on how "Augmented Agents" may help evolve your business.

The Future is Artificial Intelligence

 Although SOL Communications will always be in the business of helping organizations choose the best suppliers for internet and voice, the future of how businesses operate in the next five years will move heavily towards artificial intelligence and 5G. As I have a personal belief that Artificial intelligence stands to be one of the most radically transformative technologies ever developed by mankind, it will be important for my company to focus on those suppliers who are investing in AI and have the platforms ready to educate businesses on how to use it. In five years, my hope is that my company name is synonymous with helping businesses use AI and 5G to better serve their customers, increase profit, and gives everyone more free time.

T-Mobile is offering $70 per month for Nationwide Wireless Internet

SOL Communications will help you get quotes organized, interact with T-Mobile on your behalf, and stick with you through the duration of your lifecycle with this and all services purchased through us. SOL Communications offers our consulting and management of your T-Mobile contract at no charge - ever! You will still be able to interact with T-Mobile whenever you like, but you will always have SOL Communications as a resource. 

SOL Communications works in collaboration with our small businesses. We help manage their interactions with all suppliers, including T-Mobile.

Contact SOL Communications if you are interested in these services.    

Bundling Internet + Office 365 with your ISP

 

Some internet service providers will bundle Office 365 with their services. If you're exploring internet options and if you have not yet purchased Office 365, contact SOL Communications to see if you could get a better deal through bundling this service with your next internet upgrade.

Scheduling Appointments the Efficient Way

 When someone wants to set up a meeting with you, what is your procedure to ensure getting everyone on schedule? One typical strategy for this is sending emails out and asking everyone what dates they are available to meet.

Considering the explosive growth of Office 365, if you have a Business Standard subscription you can use the Bookings feature to let clients and partners know when you’re available. The app allows you to have privacy regarding the details of your day while making your calendar public for scheduling purposes. 

To find out if you have Bookings, log into your 365 Account by going to Office.com and check the following on the top left corner:

You should see “Bookings”. There are many resources via Youtube and other websites that explain how to use it, but I highly recommend it. 

Once you have your calendar set up you can add a personal link to your email signature, or prepare an email signature that is specific to your calendar link. 

Moving forward you can quickly say: “Here is a link to my calendar. Choose whatever day works best for you”.

If you need to schedule a meeting with John Andreu, see my calendar.

Purchasing Direct vs Going through SOL Communications

As a telecommunications consultant my job is to help a customer choose the best option for their business. While it is true a direct sales rep will also have your best interest at heart, you'll learn over time that with a telecom consultant (also known as a telecom agent), you'll find the relationship takes you further because your telecom agent can sell more than one supplier, while your sales rep will only be attempting to convince you of purchasing their product. This difference is small in the short term, but huge over a long term relationship. But make no mistake, both relationships are important. Whether you have a relationship with your sales rep or your telecom agent, a sense of mutual trust is essential and your business can do great things with either relationship.

I would like to use Verizon as just one example of the benefits of using me as your telecom agent. Here you can see the link to Verizon's LTE Business Internet - a very popular form of internet for those customers that don't have many options on their street. You can purchase this exact service - with no difference - from SOL Communications at the same price. However if you purchase through SOL Communications, you've hired for free a consultant that is with you for the entire relationship of that contract with Verizon. At any point in time if you have a question or you need support, I will, on behalf of your small business, take the reins on communicating with Verizon whenever you're not able to, or join conference calls to be at your side of the table when discussing service. By purchasing the same exact service at the same price through SOL, you've hired me for free to be your guide throughout the life of the contract with Verizon and to help you with any aspect of your interaction with them (from billing, support, to technical). In many ways, you've hired for free a virtual assistant that manages your telecom expenses by managing the relationship with the vendors. This is time saved.

My role as telecom consultant is to work with you to find the best carrier solutions for your business. I ensure you're always getting the most efficient and reliable services for your budget, process, and needs - whether that means continuing with the existing provider, or switching.

And it's in the ability to switch you to a better provider - with no loyalty to the provider but only to you - that is the larger difference between going direct and going through SOL.