Tag: evoke telecom

Artificial Intelligence graphic for a telecommunications article Artificial Intelligence graphic for a telecommunications article Artificial Intelligence graphic for a telecommunications article

How Artificial Intelligence is Reshaping the Telecom Industry

Written by Laura Swatton on 6 June 2024. Posted in Blog.

Today, the UK Artificial Intelligence (AI) market is worth more than £16.8 billion1 and shows no signs of slowing down anytime soon. Keeping up with the ever-changing world of AI is certainly a challenge, so we wanted to take you on a deep dive into how AI is making a big splash and transforming everything from network maintenance to customer service in the world of telecommunications.

To grasp just how important AI is in today’s world, let’s start with some fun facts about AI’s growth and adoption in the UK from Forbes:

The UK AI market is already worth nearly £17 billion, according to the US International Trade Administration, and is expected to grow to over £800 billion by 2035.¹
The number of UK AI companies has increased by over 600% over the last 10 years.²
Around one in six UK organisations, totalling 432,000, have embraced at least one AI technology – according to government research.³
68% of large companies, 33% of medium-sized companies, and 15% of small companies have incorporated at least one AI technology.³

Now let’s explore the AI landscape…

Unlocking Valuable Insights

AI is like having a crystal ball for data. It’s constantly analysing huge amounts of customer data to provide insights into behaviours and preferences, helping telecoms tailor their services to what customers really want and need.

As a really simple but practical example, AI can transcribe your calls from their call recording file. It can then take this transcription and cut it down to a simple ‘synopsis’ of that call, which can easily be stored in your customer file or on your CRM. It can then apply some clever algorithms and generate a sentiment analysis for that call. It happens instantly and seamlessly in the background and is available for your teams to access and assess at any time.

Keeping Networks Running Smoothly

AI is a clever thing, with its AI-driven network optimisation. With predictive maintenance, AI’s algorithms can analyse vast amounts of data from network equipment to predict failures and anticipate maintenance needs, reducing downtime and improving reliability. With its traffic management capabilities, AI helps to manage network traffic efficiently by predicting peak times and optimising resource allocation to prevent congestion.

Customer Service Gets a Boost

In today’s fast-paced world, nobody likes being put on hold when seeking customer service. So just how crucial is high-quality customer service?

In 2024, 88% of customers think customer service is more important than ever.³
In 2024, 64% of customers said no matter how much they enjoy the product, if the company doesn’t provide good customer service, they will find another company to do business with.³

Thanks to friendly AI-powered chatbots and virtual assistants, your customers can get help 24/7 without any wait time. These bots can handle countless enquiries and troubleshoot issues, leaving your customer service agents to tackle more complex queries. And it doesn’t stop there – with Natural Language Processing (NLP) algorithms, AI dives into your data to offer personalised recommendations, making your customers’ experience feel tailor-made.

Fighting Fraud and Upping Security

Security is a big deal, and unfortunately, no one is exempt, even the big players get targeted. AT&T experienced a data breach⁴ earlier this year alongside T-Mobile in January and May 2024⁵. The good news is that AI is on the good side, the winners’ team. It’s like having a watchdog that never sleeps, constantly scanning for unusual activities that could mean fraud. By spotting these red flags in real time, AI helps keep your data safe. It works to identify potential security threats before they become a problem, helping your network, business, and customers stay secure.

Cutting Costs and Boosting Revenue

AI isn’t just about tech – it’s also great for business. By automating processes and optimising operations, AI can significantly reduce your costs, making everything more efficient.

Driving Innovation

The future of telecom is incredibly exciting with AI in the mix. AI is transforming the industry by boosting efficiency, enhancing customer service, securing networks, and driving innovation. It’s helping telecom companies stay competitive in a fast-paced market. With AI projected to grow to £801.6 billion by 2035, it’s clear that AI is here to stay—and we’re fully onboard. Are you interested in how AI can benefit your business? We’d be happy to help, simply contact us today!

Sources:

UK Artificial Intelligence (AI) Statistics And Trends In 2024. May 2024, Forbes.
AI and the future of telecoms, April 2024, Business Reporter.
Bad Customer Service Could Cost More Than $3.7 Trillion, March 2024, Forbes.
AT&T data breach: Millions of customers caught up in major dark web leak, March 2024, BBC.
High Profile Company Breaches, March 2024, Electric.

SIM-free smartphone Evoke Telecom Header image SIM-free smartphone Evoke Telecom Header image SIM-free smartphone Evoke Telecom Header image

Are SIM-free smartphones a good option?

Written by Laura Swatton on 14 May 2024. Posted in Blog.

Let’s start at the beginning, what is a SIM-free smartphone? Essentially it’s a ‘hardware only’ option where you purchase an unlocked mobile handset without any network or fixed contract attached.

With traditional contracts, while they might offer you a shiny new phone upfront, you’re essentially taking out a loan to cover the cost. This means you’re committed to staying with that network until the contract ends, which can be frustrating if your needs change or you want to switch networks.

With a SIM-free smartphone, you buy the phone outright, meaning it’s yours from day one. No loans, no hidden costs, just pure mobile freedom. It comes with no strings attached, you aren’t tied down to a specific network for years on end, and you have the flexibility to switch networks or plans whenever you want, giving you total control over your mobile experience.

At Evoke Telecom, we have SIM-free handset options from all the big names, including the latest iPhone model and they’re unlocked and contract-free. Plus, if you need something more rugged, we’ve got you covered there too.

The beauty of going SIM-free is once you’ve picked the smartphone(s) that best fits your business needs, you have the freedom and flexibility to pick whichever network suits you best, so you can select a network based on the best coverage in your area or just personal preference.

At Evoke Telecom you can pair your SIM-free handset with a SIM-only deal for your data, minutes, and texts, and voila—watch those monthly bills shrink without getting tied down to a long-term contract.

And did you know? Lots of companies are jumping on this trend. Instead of those big hardware refreshes with hefty upfront costs and long-term contracts, they’re opting for a more flexible and affordable approach. It’s all about replacing hardware when needed, saving money, and being more environmentally friendly.

Here are some handy key benefits:

Unlocked and contract-free: Enjoy ultimate freedom to choose your network with our handsets, which come unlocked and without any contracts attached.
All operating systems supported: Whether you’re team iOS or Android we’ve got you covered with our great range of devices.
Dual SIM Capability: Some of our SIM-free phone ranges support dual SIM functionality, allowing you to have two phone numbers (personal and business) on the same device – for those who wish to keep business and pleasure apart.
Great choice of handsets: Take your pick from a wide selection of models from all major manufacturers, including the latest iPhone, with Android options starting from as little as £99.00.
Specialist ruggedised handsets: Including the ever-popular CAT range from Caterpillar.
Free audit: Reach out to us today for a complimentary audit of your current mobile setup. We’ll help you identify cost savings and provide tailored recommendations for your business.

What’s more, we can also offer a free audit of your current mobile setup to help you figure out the best strategy for your business and where you can pocket some savings.

So why wait? Contact us today so we can help you embrace the freedom of SIM-free! All you need to do is smile and dial our helpful team on our free sales lines 08008403688 – or if you prefer let your fingers do the walking and email us at hello@evoketelecom.com – so what are you waiting for, freedom and savings await.

Evoke Telecom Omnichat Evoke Telecom Omnichat

Supercharge your WhatsApp for Business with OmniChat

Written by Laura Swatton on 17 April 2024. Posted in Blog.

First, there was WhatsApp, a chat app service officially launched in November 2009 (1). It has skyrocketed to become the world’s most popular messaging platform, with over 2 billion monthly users (2); and every day more than 100 billion messages are sent on WhatsApp, talk about impressive (2).

WhatsApp for Business empowers businesses to build relationships and elevate customer service through direct, real-time online communication. With its diverse multimedia capabilities, businesses can effortlessly share texts, images, videos, and documents; whether it’s for product demonstrations, marketing, order confirmations, or delivery updates.

Now, let’s dive into OmniChat—a buzzword that’s making waves for all the right reasons. This one isn’t just noise; this one will help to keep your business from being left behind. So, when we mention “OmniChat” alongside “WhatsApp for Business”, we’re essentially talking about integrating WhatsApp into an omnichannel communication strategy—fully API-driven and no mobile number required. This approach acknowledges the changing preferences of customers to interact with businesses in the same way they communicate with family and friends.

With an Omnichat approach, your customer conversations across WhatsApp for Business, and your other communication channels such as email, SMS, and social media all funnel into one central unified platform. This means your customers can chat live with an agent or get automated responses from a chatbot, and, thanks to clever routing courtesy of Omnichat, enquiries are automatically directed to the right team member, giving your customer a great experience. Customer communications can come back to just one user – or even to a whole team be it sales, service, customer care, success, quality & compliance ~ you decide.

When a team member is on their well-deserved holiday or not at their desk, by using the out-of-office setting your team can redirect enquiries to colleagues or a designated team, or even the whole team, ensuring no lead slips through the cracks.

There are so many features to talk about that we could easily get carried away and turn this blog post into a dissertation so we’ll keep it simple with WhatsApp for Business API: Omnichat key features…

Business Profile: Set up a profile with all your important information like what you do, how to reach you, and your website.
Messaging Tools: Use quick replies, and labels or let the system do the talking with automated messages.
Integrations Galore: Easily integrates your preferred apps and technology stack into a unified hub.
Chatbots on Duty: Let the bots handle customer questions or qualify leads.
Team Access Made Easy: Everyone can jump into the conversation from one login, keeping everyone in the know.
Click to Chat: Make chatting with your team easy for your website visitors with just one click.
Dig into the Data: Get fancy with analysis and reporting to see what’s working and what’s not.
Bulk Contacts: Import all your contacts from your CRM or mailing list to send out promotions or updates.
Stay in the Loop: Tag contacts for mass notifications and marketing blasts.
Template Message Manager: Create templates to keep your messages consistent and add that personal touch.
Never miss a call: By adding within a message the ‘best number to call should you wish to talk to us’ we can move these calls across to your telephony platform, providing professional business routing, call recording, and those all-important business analytics.
Stay organised: You may be wondering how your team would handle all the countless messages flooding in, without getting in a muddle, they’ve thought of this too, with organisational tools such as labels and folders.
GDPR: OmniChat delivers a fully managed, GDPR-compliant, and centralised WhatsApp business messaging solution allowing you to safely and securely message customers within WhatsApp.

So, welcome to the realm of OmniChat and our trusted ally, WhatsApp for Business—a dynamic duo poised to help elevate your business goals while connecting with customers on their preferred platforms. So whether you’re a small business nurturing customer relationships or a large enterprise scaling your operations you can explore the possibilities of Omnichat for WhatsApp for Business by contacting our super-friendly team. So give us a call at 01590 278278 call our free-of-charge sales line at 0800 8403688 or drop us a line at hello@evoketelecom.com.

Evoke Telecom Customer Service Portal login Evoke Telecom Customer Service Portal login

Welcome to the Evoke Telecom Online Customer Service Portal

Written by Laura Swatton on 21 March 2024. Posted in Blog.

At Evoke Telecom we are constantly looking for ways to enhance and improve your experience with us, and our new customer service portal does just that. Our portal is your gateway to a dedicated hub for real-time support, issue resolution, and keeping up-to-date with service announcements.

From our Customer Service Portal, you can:

Raise new support tickets
Update and manage your open tickets
Find helpful guides in the knowledge base (including a training video for the portal)
Chat online with one of our agents through the portal chat functionality feature
Receive announcements – be the first to know about service-affecting issues with frequent updates posted on the home page

Our knowledge base within the portal will be regularly updated continuously with troubleshooting guides, insightful articles, training videos, and more. So, whether you are a seasoned customer or a newcomer, you’ll find valuable information to enhance your knowledge and improve your experience.

One of our favourite things about the portal is the integrated live chat function where our dedicated support team is just a click away from answering your questions. So feel free to chat with us at any stage, whether it be before or during logging a ticket.

The portal offers a mobile-friendly experience as well, so stay connected with us via your smartphone or tablet while on the go, ensuring uninterrupted customer support wherever you are.

Are you ready to explore our Customer Service Portal? Simply visit the portal to set up a login, you can also access it from our website homepage.

For more information on how to use the portal, you can watch our short training video below:

If you have any questions contact our sales team on Sales: 0800 8403688, Service: 0344 8118727, or by email who will be delighted to help you.

Evoke Telecom Call Transcription Evoke Telecom Call Transcription

Elevate your Call Recordings with AI-Powered Call Transcript

Written by Laura Swatton on 27 February 2024. Posted in Blog.

In our fast-paced world, effective communication is the cornerstone of success for businesses of all shapes and sizes. We’ve all seen the evolution from note-taking during phone calls to the introduction of call recording, but these recordings have transformed into valuable insights, all thanks to AI-powered call transcripts.

But what exactly does this mean for you and your business? Let’s dive into the world of call transcription…

Gone are the days of waiting to review and listen back to call recordings. With AI-driven transcription, immediately after the call has ended the transcription is available to you, at the press of a button and even eliminates the need for taking notes during the call.

But the benefits don’t stop there. The beauty of having your calls transcribed into a document lies in its searchability. By analysing multiple call transcripts, you can pinpoint recurring issues, pick out customer pain points, and identify insights for product development.

And versatility? There’s plenty of that too. Call transcripts can be added to your customers’ files, service tickets, sales records, or CRM.

But wait, there’s more! We can even take those old, dusty legacy call recordings and breathe new life into them by transcribing them for you. Now that’s what we call impressive.

Now, let’s address the nitty-gritty bits. Call transcription isn’t just about convenience; it’s about compliance and quality assurance too. A win for every business and a big win for audit, as you no longer have to trawl through recording after recording, with call transcript you can pinpoint issues quickly. By documenting your communications, you not only ensure legal compliance but also gain valuable insights into the quality of your calls. And with GDPR in mind, rest assured the transcription service is fully supportive of SARS requests.

So, say goodbye to the days of tediously listening back to call recordings and manually typing out notes. Say hello to a world where AI-powered transcription elevates your efficiency, enhances customer experiences, and unlocks a treasure trove of insights.

If you are interested or are ready to take your call recordings to the next level just reach out to your account manager or drop us a line at hello@evoketelecom.com.