Enterprise Connect is an incredibly important trade show for the enterprise communications industry – offering three days of booths, panels, keynotes, and presentations. Many companies, like XMedius, take the opportunity to show off their new products and upcoming initiatives, which makes it the perfect opportunity to see where the industry is going.
1. Collaboration Crazy
There were an astonishing number of companies looking to bring something new to the world of collaboration. Both major brands and new startups were exploring how to improve the efficiency of team collaboration, meetings and conferencing.
One of the hot topics in this area is voice transcription and translation. During multiple keynotes, vendors talked about recording what is said during a meeting, transcribe it in real-time, and translate the content into other languages so everyone can participate.
2. AI in Everything
AI (Artificial Intelligence) was a major buzzword of the show, possibly THE major buzzword. Solutions providers are searching for ways to bring AI and Machine Learning into the world of enterprise communications.
Cisco is introducing a real-time-intelligence-gathering feature to their Webex meeting software that gathers publicly-available information about meeting participants. You’ll be able to learn more about who you’re talking to with a click of a mouse. Call center providers are experimenting with automated “sentiment analysis” that can judge how a caller is feeling and trigger reactions (like looping in a supervisor) based on tone, word use, etc.
A lot of the AI-driven features being advertised are less flashy, built to make work easier and faster without calling attention to themselves. Imagine features bringing up emails because the system predicts you’ll want to respond, automatically calling the right person from a directory of like-named people based on intuition of who you want to reach, etc.
3. A Need for Interior End-User Advertising
Tom Minifie attended a panel of IT professionals, basically the customers for all these solutions, to hear what they needed from the industry. A major request? More support for marketing their new purchases to their user base.
“One thing that struck me was when they said: ‘you’d never expect the marketing department to deploy their own virtualized server…why are you expecting the IT guy to market to staff?’ They’re asking for tools to better drive adoption within the organization after they buy.”
The more people use it, the better the perceived value the solution is bringing in the door, and the more likely it is to be retained or renewed in the future. When IT asks for this sort of help, providers would do well to listen.
4. The Launch of Standalone XM TeamQ
While call center providers were pushing to make their offerings even more feature-packed, the XMedius announcement for the show was all about bringing call center features to more people.
XM TeamQ isn’t about making call centers bigger, it’s about making them smaller. Or rather, making call center functionality available to smaller groups – a Goldilocks solution for underserved organizations.
We demonstrated the solution to 8 leading analysts and media, and got very positive feedback. Several remarked that they could absolutely see situations where larger organizations could benefit from implementing it for sub-groups within their staff – like an internal IT help desk. Prior to XM TeamQ, the choices were bare-bones Hunt Groups or whole-hog contact centers (which are too expensive for staff only spending part of their time on call activities).
Making XM TeamQ available as a standalone product was an important next step, making it more attractive to organizations that already have a full UC system that they want to work with, not replace.
Take Your Phone Support to the Next Level
If you’re ready to empower your staff with features like informative screen pops, automatic and uniform call distribution, an agent pull model, and more, XMedius is ready to bring them to you with XM TeamQ.