Birmingham, UK – February 17, 2025 – Amillan Limited, a leading UK managed services provider, is pleased to announce a strategic partnership with Netcall, a UK-based enterprise software company specialising in digital transformation solutions that help organisations to streamline operations and enhance customer interactions with its Liberty Platform. This collaboration aims to leverage Amillan’s expertise to implement, manage, and enhance Netcall’s Liberty cloud contact centre solution, which is enhanced with advanced AI capabilities.
The partnership will enable businesses to transform their customer service operations by integrating AI-driven solutions, ensuring more efficient and personalised customer interactions. Amillan’s professional services will play a crucial role in deploying, optimising, and managing the Liberty Platform, helping organisations achieve seamless and effective communication with their customers.
Kevin Lee, Sales Director at Amillan Limited, expressed his enthusiasm for the partnership: “We are thrilled to partner with Netcall to bring their innovative cloud contact centre solution, Liberty Converse, to our clients. By combining our professional services with Netcall’s cutting-edge technology, we can deliver exceptional customer experiences and drive significant operational improvements.”
For businesses, this partnership between Amillan Limited and Netcall signifies a transformative leap in customer service capabilities. Amillan’s expertise in implementing advanced contact centre solutions with AI and Robotic Process Automation (RPA) will ensure seamless integration and optimisation of Netcall’s omnichannel contact centre. This collaboration will enable businesses to achieve operational efficiency, scalability, and enhanced customer interactions. With comprehensive support from Amillan’s professional services, organisations can deliver personalised, efficient customer service and adapt to evolving customer demands with ease.
Clare Rafferty, Head of Partnerships at Netcall, added: “This partnership with Amillan Limited marks a significant milestone for Netcall. Amillan’s expertise in professional services will be instrumental in ensuring the successful implementation and adoption of our Liberty Platform. Together, we are committed to empowering businesses with AI-enhanced contact centre solutions that elevate customer engagement to new heights.”
The key benefits of this partnership include enhanced customer experience through AI integration, operational efficiency with AI-driven automation and analytics, scalability and flexibility due to the cloud-based nature of the Liberty platform, and comprehensive support from Amillan’s professional services. These benefits will enable businesses to provide more personalised and efficient customer service, streamline contact centre operations, and adapt to changing customer demands with ease.
About Amillan Limited
Amillan Limited is a managed services provider specialising in the implementation and optimisation of advanced technology solutions. Committed to excellence and customer satisfaction, Amillan helps organisations achieve their strategic goals through innovative and effective services. For more information, visit Amillan Limited’s website. Our team of experienced professionals provides proactive 24/7 monitoring, maintenance, and support, enabling clients to concentrate on their core business activities.
About Netcall PLC
Netcall is a leading provider of low-code and customer engagement solutions, helping organizations transform their customer interactions and streamline operations. With a focus on innovation and customer success, Netcall’s solutions empower businesses to deliver exceptional service experiences. For more information, visit Netcall’s website.
PR Contacts:
Catrina Ure | Marketing Manager | Amillan Limited
Tel: +44 (0) 121 704 58 40
www.amillan.co.uk | Amillan LinkedIn | Amillan YouTube
Lisa Ferguson |Campaign Manager | Netcall
www.netcall.com | Netcall LinkedIn | Netcall YouTube
Birmingham, United Kingdom — 27th January 2025 – Amillan Limited, a leading Managed Services Partner in the United Kingdom and PolyAI, builders of the world’s most lifelike voice AI agents, are excited to announce a strategic partnership aimed at transforming the customer experience through innovative AI-driven solutions.
Amillan provides comprehensive solutions in unified communications, contact centres, network infrastructure and artificial intelligence, all underpinned by robust managed services to provide clients with continuous support and proactive management of IT environments. These services can be provided both on-premise in the private or public cloud, CCaaS / UCaaS, and include 24/7 monitoring and maintenance, ensuring that any potential issues are identified and resolved promptly to minimise downtime and disruption.
PolyAI is a leading provider of conversational and generative AI solutions, specialising in creating lifelike agentic voice assistants for enterprise customer service. Leveraging best-in-class technologies such as large language models (LLMs) and speech recognition, PolyAI’s bespoke AI agents are designed to enhance customer interactions by providing seamless, natural, and personalised experiences.
This collaboration will leverage Amillan’s extensive expertise in managed network and communication services to deliver seamless PolyAI’s cutting-edge generative and conversational AI capabilities to create efficient, personalised customer interactions.
Kevin Lee, Sales Director of Amillan, stated, “Our collaboration with PolyAI marks a significant milestone in our commitment to delivering exceptional customer experiences. By combining our strengths, we can offer innovative solutions that meet the evolving needs of our clients and set new standards in the industry.”
“We are thrilled to partner with Amillan to bring our advanced conversational AI technology to a broader audience,” added Michael Cibelli, VP of Channel Partnerships at PolyAI. “This partnership will enable us to integrate our solutions with Amillan’s robust networking and communication services, bolstering their value proposition with world-class agentic AI that will benefit businesses and their customers alike.”
The partnership will focus on developing and deploying AI-powered customer service solutions across various sectors, including retail, finance, healthcare, and telecommunications.
About Amillan
Amillan is dedicated to delivering comprehensive managed IT services tailored to the unique requirements of businesses. Founded in 1985 we deliver a proactive approach to IT management, ensuring that clients’ systems operate smoothly and securely. Our team of experienced professionals provide proactive 24/7 monitoring, maintenance, and support, enabling clients to concentrate on their core business activities.
About Poly AI
PolyAI builds customer-led voice assistants that carry on natural conversations with customers to solve their problems. PolyAI serves organisations where customer dialogue is an important part of doing business, including transformative visionaries in global banking, hospitality, home services, insurance, energy, retail, healthcare and telecoms, as well as NGOs and the public sector. The company has been featured in the Forbes AI 50 and recently won a Gold Stevie award for best Contact Center Solution. To hear the difference lifelike voice assistants can make for your business, visit www.poly.ai.
PR Contacts:
Catrina Ure | Marketing Manager | Amillan Limited
Tel: +44 (0) 121 704 58 40
www.amillan.co.uk | Amillan LinkedIn | Amillan YouTube
Damien Smith |Senior Communications Manager | PolyAI
www.poly.ai | PolyAI LinkedIn | PolyAI YouTube
Leading Managed Servies Provider, Amillan, has once again been named a supplier on the Crown Commercial Service’s (CCS) G-Cloud 14 framework.
Building on its success from the G-Cloud 13 and Network Services frameworks, this achievement is a testament to Amillan’s continued excellence in providing public sector organisations with seamless access to cloud-based technology solutions.
Amillan will offer services in the following Lots:
Lot 1: Cloud Hosting
Lot 2: Cloud Software
Lot 3: Cloud Support
Amillan underwent a rigorous selection process, evaluated on multiple criteria including service offerings, implementation skills, service delivery, customer references, and experience.
Patrick Daly, Managing Director of Amillan, commented:
“Being named once again as a supplier on the G-Cloud 14 framework is a significant milestone for Amillan. This recognition not only validates our commitment to delivering high-quality services but also opens up new opportunities for us to introduce innovative AI solutions to support public sector organisations more effectively. We look forward to leveraging this framework to enhance our service delivery and foster stronger relationships with both new and existing public sector clients.”
The G-Cloud 14 framework provides cloud-based services to the entire UK public sector, including associated bodies and agencies, the voluntary sector, charities, and other private organisations acting as managing agents or procuring on behalf of the public sector.
G-Cloud 14 aims to simplify and expedite communications and networking procurement for public sector organisations, with pre-defined and agreed contract terms and conditions and a shortlist of pre-approved suppliers offering a wide range of services. The framework will run until at least 2026.
Crown Commercial Service supports the public sector in achieving maximum commercial value when procuring common goods and services. In 2023/24, CCS helped the public sector achieve commercial benefits equal to £4.9 billion, supporting world-class public services that offer the best value for taxpayers.
About Amillan
Amillan is a communications technology specialist dedicated to delivering integrated solutions that enhance your organisation’s performance. We bridge the gap between you, your partners, and your customers, regardless of location or communication preferences.
Our technology portfolio features the latest innovations from global vendors in Unified Communications, AI, Telephony, and Network Infrastructure. We work with advanced Contact Centre platforms underpinned by AI solutions. Our network infrastructure practice ensures the protection, direction, and delivery of your information through robust Network, Connectivity, and Infrastructure services. All of this is supported by our comprehensive care programs, providing you with the highest level of expertise and support at all times.
Our extensive experience in the digital transformation landscape, coupled with a strategic partnership approach, is why businesses of all sizes choose to work with Amillan.
Press Contacts : Marketing Department | Amillan Limited
Follow us on: Linkedin: https://www.linkedin.com/company/amillan/
Anywhere with Webex | Gurste Case study
UK startup Gurste is taking on big responsibilities. They work to ensure no organisation faces a crisis alone. They might help a small shop recover after a fire, aid an international distributor with sudden supply chain issues, or assist clients with their security and counter-terrorism planning.
No matter the client, Gurste starts with a process of threat and risk assessment to determine what they need to prepare the client for. Once the assessment is complete, Gurste works with clients to develop plans the businesses can implement should threats and risks materialize. Most importantly, these plans help ensure that employees stay safe and receive long-term support as needed. Gurste also helps companies build public relations plans and identify other ongoing actions they might need to take after a crisis. From there, Gurste supports its client in training their teams to ensure that plans run like clockwork as soon as they’re required.
With such a wide range of clients scattered internationally, Gurste needed a collaboration platform that was secure, reliable, cost-efficient, and easy to use. They tried Microsoft Teams, but found the user experience clunky. Gurste explored Zoom, but it struggled to meet necessary security requirements. They also used RingCentral, but moved away due to a mixture of high prices and first-party support for Cisco desk phones. After ruling these providers out, they worked with their Cisco partner and decided Cisco Webex was the perfect fit due to its robust feature set, performance, security, and support.
“We are a remote-first company, so Cisco Webex is central to what we do,” said Gurste’s CEO Connor Gurney.
Gurste uses Cisco Webex Meetings as their primary method of communicating with clients, both on an everyday basis and during an incident. The video conferencing tool’s many features have served the business well.
“We regularly use the recording and transcription features of Cisco Webex Meetings to ensure that everybody can access information,” Gurney said. “This means that we always have a record of truth, which is vital when conducting post-incident reviews.”
When disaster strikes and clients call, time is of the essence. Gurste must quickly make accurate assessments of the situation and rapidly deploy the correct resources.
“Let’s say there was a fire in the building. We can quickly send them a link to join a Cisco Webex Meeting via their mobile phone when they’re in a safe place and see what is happening in real-time,” Gurney said. “It can be incredibly easy to underestimate what’s going on based on just a phone call. Having reliable video conferencing available is important for us. Having Cisco Webex video conferencing allows us to see and understand the situation — first-hand.”
Security is critical for Gurste. Whether responding to an incident in real-time or developing a contingency plan, clients share details that need to stay safe and private.
“A lot of the information we handle is incredibly sensitive. We must have the very best in security, and we get that with Webex. Webex offers end-to-end encryption and is the only solution we identified that is able to offer this on VoIP calls, meetings, and messaging, which made it by far the best solution for our security needs.”
While they previously had to make calls from their personal mobile phones while working remotely, Gurste now relies on the Cisco Webex Calling platform to make and receive calls from any device, anywhere in the world.
In times when a phone call is the right move, the Gurste team has found Cisco Webex Calling to be an excellent resource for internal and external collaboration. They also use the Cisco Webex App to collaborate with suppliers in the UK and abroad.
As a small company, Gurste has been impressed with the responsiveness of the Cisco Webex team. Any time they have a question or a unique challenge, the Cisco Webex team is there. There was no initial cost to get set up, and clients and contractors without technical experience were able to get up and running quickly and easily.
There are several ways that Gurste measures its ROI from Cisco Webex. One aspect relates directly to the company’s bottom line.
“Previously, we might have had to send somebody a significant distance, only to find out it could have been handled with a video conference. Cisco Webex means that now we are not deploying resources unnecessarily. We also have gained increased capabilities around security, which we didn’t have before.”
Gurste has also seen great ROI in terms of client satisfaction. Gurste needed a reliable solution that could help them communicate smoothly with clients and deliver excellent customer experiences. Having that face-to-face interaction on Cisco Webex really makes a difference.
“When our clients call, it is most likely because they are having one of the worst days of their lives. Being able to interact with somebody who is not as emotional, who can calm them down, and who can begin to provide solutions is important,” Gurney said.
Because no two incidents are ever exactly alike, the Gurste team also uses Cisco Webex as an important source of knowledge to help them learn and do better each time.
“Cisco Webex Meetings and Cisco Webex Calling enable us to have recorded and auditable conversations while responding to an incident,” Gurney said. “This is crucial as it means we can review decisions as they were made in real-time and harness the knowledge that may otherwise be lost, which allows us to learn vital lessons, which may well save lives in the future.”
Additionally, as Gurste grows and expands, it is looking into how it might leverage additional Cisco Webex solutions, such as incorporating Cisco Webex Events for webinars and other educational sessions.
Simplify and future-proof your technology footprint Amillan
Leading communications integrator, Amillan, has been named as a supplier on Crown Commercial Service’s Network Services 3 (NS3) framework (RM6116).
Amillan’s success in being named as a supplier will allow them to give public sector organisations easier access to its expertise in telephony and communications technology as Amillan can provide servicers on the following Lots:
Amillan underwent a rigorous selection process where applicants were evaluated for multiple service lots, based on multiple criteria, including service offerings, implementation skills, service delivery, customer references, and experience.
Patrick Daly, Managing Director, Amillan, said: “Amillan has seen tremendous success via our previous listing on Network Services 2, and we are delighted to be successfully selected once again on the new Network Services 3 framework. This award continues to give us access to an expanded pipeline of public sector procurement opportunities and will enable us to transact business much more quickly and seamlessly with existing and new public sector customers. It will help streamline the whole process both for us and our clients.”
The NS3 framework is for the provision of telecommunications and network services and can be used by the whole of the UK Public Sector and their associated bodies and agencies, the voluntary sector, charities, and/or other private organisations acting as managing agents or procuring on behalf of the public sector delivering services of a public nature.
NS3 aims to simplify and speed up communications and networking procurement for public sector organisations, with pre-defined and agreed contract terms and conditions and a shortlist of pre-approved suppliers providing a wide range of services. The framework will run until at least 2025.
Crown Commercial Service supports the public sector to achieve maximum commercial value when procuring common goods and services. In 2022/23, CCS helped the public sector to achieve commercial benefits equal to £3.8 billion – supporting world-class public services that offer best value for taxpayers.
About Amillan
Amillan is a leading solutions integrator delivering unified communications, contact centre, data networking and connectivity solution, on-premise or in the cloud. For more information, please visit, www.amillan.co.uk
About Crown Commercial Service
Crown Commercial Service (CCS) is an Executive Agency of the Cabinet Office, supporting the public sector to achieve maximum commercial value when procuring common goods and services.
To find out more about CCS, visit: www.crowncommercial.gov.uk
Follow us on Twitter: @gov_procurement
LinkedIn: www.linkedin.com/company/2827044
The modern business environment is becoming increasingly complex, and organisations in the public sector are no exception. One key challenge is keeping up with the rapidly evolving technology landscape. With cloud computing, unified communications, and other technologies emerging as critical components of enterprise IT, public sector organisations must take steps to ensure they are efficient and meeting the needs of their stakeholders and local communities.
Cloud-hosted unified communications infrastructure can be a powerful tool in the public sector’s digital transformation efforts. Here are some of the key benefits that such infrastructure can offer:
In conclusion, cloud-hosted unified communications infrastructure is an increasingly important technology for public sector organizations looking to transform their operations and maximise efficiency. By providing enhanced collaboration, increased productivity, improved flexibility and scalability, better security and compliance, lower costs, and improved citizen engagement, this infrastructure can offer significant benefits to public sector organisations of all sizes and types. To realize these benefits, it is essential that public sector organisations work with trusted and experienced service providers like Amillan to design, deploy, and manage their unified communications systems. Contact Amillan to discuss how we can help you take the next steps on your digital transformation journey.
Is your Network due for renewal?
Before settling for your current vendor, consider a better deal, with the potential for a lower Total Cost of Ownership (TCO)
When considering the cost of refreshing your network, it’s crucial to look beyond the price points of switches and access points. Consider the typical five-to-seven-year lifespan of the network equipment and take a closer look at both the hard costs such as hardware, maintenance, licensing and support, and the soft costs such as network downtimes and operational efficiency
In addition to these obvious costs, there are many other factors affecting your network’s Total Cost of Ownership (TCO) including interoperability with existing products and management systems, purchasing models and market instabilities.
Compare before you buy
Of course, all vendors are not created equal. To help you choose a vendor that can provide the most cost-effective solution for your next network equipment purchase or upgrade, here’s a vendor comparison checklist to consider:
Alcatel-Lucent Enterprise can help you
Amillan recommends you consider Alcatel-Lucent Enterprise for your next network refresh. Alcatel-Lucent Enterprise provides digital age networking, communications, and cloud solutions, with flexible business models. All ALE’s solutions have built-in security and limited environmental impact. They have a proven track record with years of global experience in networking. Alcatel-Lucent Enterprise stack up very well against competitors. In fact, customers have rated them higher than Cisco. Read this Gartner Peer Insights head-to-head comparison.
ALE can help you simplify your network and operations with:
Amillan are confident we can find you with an equal or better solution than your current vendor. Contact Amillan today to discuss your requirements and to compare options from leading networking vendors.
BT Openreach has announced it intends to switch off the traditional, copper-based telephone network in 2025. This is commonly referred to as the PSTN Switch Off.
If your business is still using landline telephones and fax machines, the switch off will dramatically impact your operations. You’ll need to plan for how this situation will change how your staff communicates with clients, customers, partners and vendors and how you’ll cope with that change.
While 2025 may seem a while away, from December 2023 you won’t be able to purchase any new ISDN or PSTN-based services, with many locations affected by a stop sell much sooner than that. At Amillan we are seeing an increasing number of customers being affected by being unable to purchase new ISDN lines or add new features at certain exchanges which have already implemented the stop sell.
Phase Out Timeline
| Now Phase Out Begins |
December 2022 Salisbury End of Life |
September 2023 UK-wide Stop Sell |
December 2025 UK PSTN End of Life |
| In preparation for the roll out customers across 170 locations cannot purchase new ISDN lines or add new features from end 2021. | The PSTN network is completely switched off in Salisbury. | Customers across the whole country cannot purchase new ISDN lines or add new features. | The PSTN network is completely switched off across the UK. |
What does this mean for my business?
The PSTN Switch Off will affect all businesses currently operating using PSTN and ISDN services. If you fall into this category, you will need to plan to move to the new VOIP network to keep your business phone system and your number working.
The migration may also impact legacy services like fax machines, security, lift and fire alarms, telecare devices, retail payment (PDQ) terminals and equipment for monitoring and controlling networks. These rely on some features of the PSTN that are not fully replicated in VoIP-based platforms and may require further upgrades to ensure they continue to operate following the switch off.
Customers using PSTN and ISDN services must take action
Amillan will be happy to assist customers in planning for and navigating the ISDN switch off. Please contact us and we will be happy to provide further information on how your organisation will be affected and what steps you need to take to ensure continued connectivity after the switch off.
We can offer a range of options including system upgrades for affected legacy services, migration to SIP and VOIP platforms or transitions to modern cloud-hosted platforms.
Please do not hesitate to contact your Account Manager or our Amilan Service Centre team on 0121 704 5840, who will be more than happy to assist.
The hospital of tomorrow is already starting a “connected” revolution. In this model, the hospital acts as a smart hub.
The intelligent administration of the hospital
Connected hospitals pool and share their network resources and data. This connected trend is expanding to include medical offices, nursing homes, health professionals, and more.
Administrators are primarily concerned with network security, network performance and network maintenance, as well as the ability to connect Internet of Medical Things (IoMT) devices and the availability of innovative apps. Patients and visitors can benefit from in-door Location-Based Services (LBS) that provide wayfinding, geo-referencing, geolocation, and behavior analytics.
The patient room of the future
Modern, friendly and ultra-connected, patient rooms contribute to the autonomy of the care staff, while facilitating the services they provide.
For simple services, the patient no longer needs to have the care staff help them. Through an application on a tablet or smartphone, they can control their bed position, change the temperature of their room, close the curtains, order meals and more. Their touch screen controls all comfort-related applications and provides hotel-type services, while the smart healthcare network ensures that all services are delivered and secured from medical applications, such as Electronic Health Records (EHR) while sharing the same network infrastructure.
Applications already exist to automate admissions and discharge from a hospital. Now those capabilities and services are also accessible through smartphones and tablet applications. This is supported by a network infrastructure that is always available, offering reliable and effective solutions for real-time connectivity for patients, care givers and other relevant parties. This intelligent connectivity becomes the indispensable and a common link in your organization.
By qualifying the patient calls to the healthcare team, caregivers can prioritize their interventions such as a call for a glass of water, call for assistance for pain, dizziness, or distress.
This will transform the way in which patients interact with staff:
• Real-time feedback of information
• Doctors can remotely monitor patients
• Increase the frequency of information exchanges between patients and the healthcare team
• Better resource and staff management with the right resources available when and where needed and required
Location-Based Services (LBS)
A relatively new capability is Location-Based Services, using Bluetooth Low Energy (BLE) technology. A LBS infrastructure is designed to provide wayfinding (indoor turn-by-turn navigation), geolocation (where am I, where is my destination) and geonotification (push messaging e.g. hand hygiene for entry/exit), as well as asset tracking, for locating people and assets:
• Simplifies the patient’s journey with self-guided navigation tools and interactive kiosks that when located in the outpatient or waiting room section, promotes dissemination of information and patient self-registration to reduce or eliminate wait times.
• Secures people and property with an intelligent alarm processing solution, able to connect events generated by an individual. A person, a sensor or connected object that staff, with the appropriate skills and nearest to the alarm, can respond.
• Enables nurses to spend more time with patients since they can reduce the amount of time looking for doctors or medical equipment
• Improves maintenance services by monitoring the medical and non-medical resources to better organize them:
• Reduce downtime of facilities or critical equipment
• Synchronize patient treatment schedules
• Improve inventory management
Innovation: People and resources in the right place at the right time
Hospitals are now setting up new Location-Based Services and solutions for people and assets. A badge provided to staff and patients helps locate them or prevents them from entering protected areas or getting lost.
A tag installed on equipment can be traced, generating a notification to the geolocation service if the equipment goes past a pre-defined zone where the equipment should not be moved to.
Crisis communication
In emergency scenarios where real-time communication and collaboration is key, the hospital will be able to synchronize all elements of its organization to provide an optimal response with:
• Mobilization of teams
• Internal and external communications
• Management of beds and rooms
• Internal patient transportation
• Location of medical equipment
• Setup of impromptu/temporary triage areas (indoor or outdoor)
A complete network connected throughout your region
Innovative, integrated hotel-type services from application partners facilitate admissions and discharges from hospitals. This provides access to hotel-like guest services such as VOD through a smartphone / tablet application.
Amillan delivers market leading solutions from Alcatel-Lucent Enterprise (ALE) to supporting a single network infrastructure, secured by unified user/device policy management, with IoMT identification, onboarding, enablement and containment, all supported by a single network management system (on premise or in the cloud), that provides full configuration, management and control of a hospital network, complete with network and application analytics to fine-tune network performance. ALE is also working on an IoT Gateway that standardizes interfaces for the many protocols used by different subsystems such as home automation, IoT SigFox or LoRa, MQTT, and facilitating their integration through Alcatel-Lucent Rainbow.
ALE provides a unique solution with OmniAccess Stellar Location-Based Services (LBS) for wayfinding, geolocation and geonotification and is working on a BLE based asset tracking solution for people and assets with open APIs for application development.
A badge provided to staff as well as patients can be used to locate them and prevent them from entering protected areas or getting lost. A tag is installed on the equipment to be traced, such that when it passes near a receiver, its position is updated on a floorplan map by the asset tracking service.
ALE telephones also integrate Bluetooth Low Energy (BLE) function to enrich the “mesh” and improve the geolocation accuracy.
Hospitals supported by technological innovations are future focused and place high importance on the well-being of both users and healthcare professionals. Tomorrow’s progressive hospital is being built today.
Connectivity is spearheading this transition, moving from concept to realization and generalization.
Contact Amillan today to start your journey towards the hospital of the future.
Organisations are under increasing pressure to meet rising service expectations from digital customers. While customer experience continues to rise to the top of every business agenda, Customer Service Representatives often struggle to navigate a collection of disconnected desktop applications whenever they engage with customers. This leads to wasted time and the potential for error, switching between different applications to copy, paste or review customer data. This is both frustrating and time consuming for both employees and customers.
Have you considered a ChatBot and AI strategy for your contact centre? By connecting and simplifying the automation and connectivity process between machines and humans easily. By using ChatBots, it frees up organisations to focus on higher value human to human interactions which in turn increases productivity and efficiency and provides the agility needed to stay ahead of ever changing customer needs
ChatBots and AI in the Contact Centre
ChatBots are intelligent machines which can perform various automated tasks on behalf of contact centre agents. The digital age has given rise to a culture of customers who are used to interacting with machines and getting immediate gratification. ChatBots and AI are not just buzzwords, think of them as a tool for enabling self-service via digital communications channels. Making use of natural language and augmented intelligence to provide information not to just customers but agents as well. Let the Bots concentrate on the data driven tasks but ensure you have the ability to escalate to live agents with information as needed. Continuing to deliver a seamless customer experience from end to end for the customer.
We have built a library of predefined Bots, which can be customised using sophisticated natural language processing systems which allow interaction with customers and deliver a data driven intelligent response to service requests. The library addresses common use cases and can be integrated into an existing contact centre solution.
Contact Amillan today to discuss how a Bot can help you to better serve your customers.
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