IntelePeer has launched SmartCommunicator for Microsoft Teams, aiming to enhance enterprise communications with AI and automation capabilities.
The AI-powered Communications Automation Platform provider is launching SmartCommunicator to bring AI tools to enterprise and front-office workers within the Teams ecosystem.
SmartCommunicator is the latest enhancement to Intelepeer’s SmartOffice and SmartWorker solutions. It integrates IntelePeer’s platform into Teams, offering advanced presence management and skill-based routing capabilities. SmartCommunicator aims to ensure that every customer or colleague interaction, whether through text, email, or voice, is handled efficiently through individual or collective inboxes.
“Approximately 40 percent of the workforce is either remote or hybrid, creating immense challenges for today’s businesses, especially when it comes to information and knowledge sharing,” said IntelePeer CEO Frank Fawzi.
SmartCommunicator automates communications among employees and customers while capturing and acting upon time-sensitive customer insights across enterprise, retail, and remote locations. With real-time analytics, we’re bringing contact centre capabilities to business users while giving central visibility and tracking into each customer interaction.”
IntelePeer’s communications automation platform empowers businesses to deploy AI-driven omnichannel communication solutions that automate customer interactions rapidly. Utilising advanced Gen AI, the platform allows users to create comms workflows that boost existing processes, ensuring seamless integration.
SmartCommunicator is available via the Microsoft Teams Marketplace.
“SmartCommunicator is another element to deliver on IntelePeer’s long-term vision of reinventing the contact centre through customer self-service automation while giving high-value interactions direct access to experts within the business,” added Fawzi.
More Details On SmartCommunicator
IntelePeer suggests that in the era of remote work, employees often resort to using their personal mobile phones for business purposes, which poses challenges in tracking and recording interactions. The company affirms that SmartCommunicator addresses this issue by enabling companies to maintain oversight and transparency over all communications. This ensures adherence to corporate compliance standards at the highest level.
The solution aspires to offer a unified, automated experience and serves as a central hub for consolidating information from various business systems. It integrates with Outlook, CRM, and various enterprise and specialised SaaS applications. This synergy intends to simplify workflows, reduce the need to switch between different platforms, dismantle data silos, and bolster the efficiency and effectiveness of both outbound and inbound communication efforts.
IntelePeer’s platform aspires to enrich business comms with a comprehensive set of features. It provides full access to all AI and automation capabilities, enabling businesses to automate outbound interactions for upselling, cross-selling, and appointment setting, thereby enhancing the value of each customer engagement.
The platform’s real-time enterprise analytics offer insights into productivity and a roadmap for growth through automation. A shared inbox ensures smooth communication between customers and employees, while templated responses and auto-reply suggestions streamline customer service.
Content moderation tools filter inappropriate language, and multilingual support caters to a diverse customer base. Additionally, the Multimedia Messaging Service (MMS) functionality supports various file types, facilitating the easy sharing of documents like PDFs, insurance cards, W-2 forms, and product images for retailers.
What Other Microsoft Teams News Has Happened Recently?
Last week, Microsoft was criticised for its decision to retire Office 365 connectors within Microsoft Teams.
Many users currently depend on these connectors to integrate workflows into Teams channels and now feel blindsided by the change. With only three months to transition to Power Automate to maintain the same connectivity between communication systems, some find this a daunting or even impossible task.
Meanwhile, earlier this month, Microsoft patented a real-time name mispronunciation technology that it may be planning to launch on Teams.
As its name implies, the feature is designed to detect when a user mispronounces a coworker’s name. According to Windows Report, it functions seamlessly during meetings by cross-referencing participants’ names with spoken dialogue, identifying instances of mispronunciation.
In June, Microsoft announced a compelling new feature to Copilot for Teams in “Custom Tone”.
The “Custom Tone” feature enhances the existing “Adjust” option, allowing users to specify the tone of Copilot’s message rewrites through an open-ended prompt. This feature aims to provide a more personalised communication experience, ensuring that rewritten messages reflect the desired tone and style.
This post originally appeared on Service Management - Enterprise - Channel News - UC Today.