Tag: #telephony

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.

Business Lock-Down Checklist ~ Managing Incoming Calls.

Written by matt on 31 March 2020. Posted in Blog.

Keeping your Business Connected – Incoming Calls.

In a new series of blogs on keeping your business connected during the lock-down period – today we look at managing your incoming calls.

As a country we are now moving into week two of the nationwide lock-down. To help, we thought we would put together a simple checklist of hints and tips on managing incoming calls from your employees, customers, suppliers or even parents.

So, what are the options for getting your customer calls to your teams at their homes.

1. Diverting your telephone lines. You can easily have a divert put onto your telephone lines. Theses will re-route your incoming calls to a single designated landline or mobile number.
2. Diverting calls from your phone system. You can have a divert programmed onto your telephone system for incoming calls. These can be diverted by telephone number or DDI. They can be routed to a single landline or mobile number per each company telephone number that you have. You can also have a divert programmed by extension or individual desk phone. This will require engineering time and remote access to your phone system.
3. Putting a message on your phone system. You can have a message put onto your telephone system. There are some professional recording companies that can do a super job of this for you should you wish. This will require engineering time and remote access to your phone system.
4. Diverting calls to multiple mobile telephones. If you are a SIP user this will give you some additional options. Some SIP providers are able to put a cloud solution ‘in front’ of your SIP lines (our Gamma Product is called SIP trunk call manager). This will enable you to divert incoming calls to a series or mobile telephones or landlines, all at once or in a chosen hunt sequence. If you would like to manage your call routing yourself you can do this via your own user portal. These do need engineering set up but are wonderfully flexible once in place.
5. Enabling your teams to receive incoming calls whilst at home. A simple solution to this conundrum is via mobile telephones. We for example are able to provide temporary 30 day mobile SIM cards on O2, EE and Vodafone. These SIM’s come with unlimited calls and text messages and are being offered at very supportive prices. It’s our way of helping companies the length and breadth of the UK as we all work through this current situation. If needed we also provide great value Samsung or other brand Android OS handsets.

This is the first in what will be series of helpful blogs – so do keep your eyes peeled for our next post.

If you need any help at all with any of the above – or indeed anything else then please do not hesitate to contact us. We can be contacted either by phone on 01509 278278 or by email at hello@evoketelecom.local or you can find us on twitter @evoke_telecom.

~ Stay Safe, Stay Home and please do Stay Well ~ the team at Evoke Telecom

evoke on stage at the CNA awards evoke on stage at the CNA awards

Evoke Telecom Scoop Major Industry Award.

Written by matt on 14 October 2019. Posted in Blog, Schools.

ICT Channel Superstars Evoke Telecom win prestigious award at the 2019 Comms National Awards

There is elation in the Evoke Telecom offices today. This is because the team are celebrating winning the award for the Best Enterprise Vertical Market Solution at the 2019 CNA Comms National Awards.

And what an evening the awards night was! In true CNA style, this unforgettable eighties themed event was held at The Hilton on Park Lane, London. The host for the evening was the incredibly witty and entertaining BBC newsreader, Huw Edwards.

The evenings proceedings were opened by singer Tony Hadley. The former Spandau Ballet front man delighted the audience with some of his timeless classics. A truly ‘Gold’ evening all round!

Evoke director’s David and Susie Wardell were supported by Ashley Gavin from Avaya. Together they joined over 600 representatives and industry leaders who also attended from across the ICT channel.

Held in London each year, the CNA Awards are ‘the big one’ in the Telecoms and ICT industry. Now in their 18th year, they have become the Information and Communication Technologies industries most revered event. The purpose of these annual awards is to recognise and reward excellence, innovation and outstanding achievement in the UK.

Evoke Telecom were recognised by an esteemed panel of 14 judges for providing the UK’s first ever Avaya Smart Campus solution. This solution has transformed security and safety for staff and over 2000 pupils at the Loughborough Schools Foundation.

This year the awards saw a record numbers of entries, from literally thousands of hopeful businesses. Evoke were delighted to be awarded finalist status and then go on to win their category award.

Evokes Managing Director David Wardell commented

“Evoke are honoured to receive this high level of recognition for providing a ‘UK first’ solution. What is more pleasing is that it helps to address one of the most important and relevant topics of current times, ‘School Safety’. “

If you would like to learn more about the solution that we provided to the Loughborough Schools Foundation, then please click here.