Tech Talks: Cloud contact center software supplier drives better performance with AI

Close up of a person holding a glowing icon that says "AI" for artificial intelligence.

To serve as technology consultants to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions conducted by various IT solution providers. Based on our extensive experience and sales volume with the suppliers, we receive exclusive, direct and usually in-person training from these suppliers. Our Tech Talks blog series offers a snapshot of these educational sessions.

A midsize treasury solutions firm that serves financial institutions in the U.S. wanted to modernize communications. The company’s on-premises phone system had become time-consuming and challenging to manage: Each call center location necessitated manual configuration, and setting up custom workflows and routing was anything but easy. The firm wanted greater control as well as more data and actionable insights to improve CSAT and NPS scores.

They turned to one of our partners for an AI-powered cloud phone system and contact center, sales, and meeting software – which they initially rolled out to 60 staff members and eventually implemented for their entire 120+-person team. With AI features like real-time agent assistance, live voice transcriptions, and sentiment analysis, the firm’s CSAT went from 75 percent to 94 percent in 4 months.

If you want to improve your contact center performance, you should consider working with the same software supplier. During a recent meeting with our technology consultants, the provider’s sales team demoed newly introduced AI features and discussed how those functionalities enhance agent and customer experiences. Here’s what you should know about the supplier’s background and product portfolio to make well-informed purchasing decisions for your business.

Provider overview

Founded in 2011, this supplier maintains a highly advanced communications AI to power products for professional communication and collaboration. Their product portfolio includes AI-driven customer engagement and business communications offerings, including Unified Communications as a Service (UCaaS) and omnichannel Contact Center as a Service (CCaaS) solutions. They serve 30,000 clients with over 1,000 employees at 11 offices worldwide.

Featured offering: CCaaS with AI features for better customer, agent experiences

This provider’s leadership team has prioritized AI-based innovation, especially in their contact center product. They’ve recently introduced the following features to increase productivity and support better customer service.

  • AI agent assist in the contact center interface: This feature now shows up in its own agent assist box in the contact center interface to answer questions and provide access to vital resources.

  • AI recap: Once an agent ends a call, this feature renders a summary of the interaction. The supplier utilizes a private instance of ChatGPT to recap the entire conversation.

  • AI scorecards: You can specify evaluation criteria for each call, and the AI will generate a quality assurance scorecard for the agent for coaching purposes.

Our consultants would be happy to help if you’d like to explore your CCaaS options. We have other software suppliers in our partner network that offer cloud contact center solutions with AI features and can perform a comparative analysis of the top 3 contenders for your organization.

Drawing on our 20+ years of experience in IT and telecommunications, exclusive access to cutting-edge research, and a tool that enables us to quickly generate side-by-side comparison matrices of solution providers, we can make the process of shopping for new technologies faster and easier. Typically, we save our clients dozens of hours they would have otherwise spent vetting suppliers on their own. Let us do the homework for you and leverage our expertise to find the perfect fit for your business.

Start your contact center transformation today by calling 877-599-3999 or emailing

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