photo of busy working call center agents

AI’s transformative impact on cloud communications capabilities

This article was based on the interview with Patrick Sheehan of Intermedia by Greg Kihlström, MarTech keynote speaker for The Agile Brand with Greg Kihlström podcast. Listen to the original episode here:

Artificial Intelligence (AI) has become a transformative force in cloud communications, revolutionizing the capabilities and possibilities of this technology. In the podcast episode, Patrick Sheehan of Intermedia highlights how AI is playing a crucial role in differentiating cloud communication solutions and enabling partners to provide enhanced services to their customers.

One of the key areas where AI is making a significant impact is in the improvement of call quality. In the early days of cloud communications, there were concerns about the voice quality being inferior to traditional phone systems. However, with advancements in technology and infrastructure, the call quality of cloud communications has surpassed that of installed phone systems. The speaker even mentions how they personally switched from a desk phone to a soft phone on their computer due to the superior sound quality.

Security has also been a concern for businesses considering cloud communications. However, the speaker assures that cloud communication solutions, like Intermedia, are hosted in secure data centers that offer a level of security that individual customers cannot afford to replicate. In fact, the data security in these centers is often more robust than what businesses can achieve with their own applications or servers.

Another misconception about cloud communications is the fear of losing control over managing business operations. However, self-service capabilities are an integral part of cloud communications, allowing businesses to retain control over their operations while leveraging the benefits of cloud technology. This eliminates the need for businesses to worry about losing control and empowers them to manage their communications effectively.

Cost is often a concern when considering cloud communications, as businesses may perceive it as more expensive than traditional phone systems. However, the speaker highlights that the cost of cloud communications is often comparable to what businesses are already paying. Additionally, there are additional capabilities and features available in the cloud that cannot be obtained with an on-premise phone system. These capabilities can help businesses grow and expand their operations, making the investment in cloud communications worthwhile.

AI is not only transforming the quality, security, control, and cost of cloud communications but also introducing new capabilities and features. For example, Intermedia has launched AI transcription redaction, a feature that automatically identifies and redacts sensitive customer information from contact center voice transcriptions. This ensures data privacy and security, preventing unauthorized access to sensitive information. AI is also being leveraged in other areas, such as meetings, where it can automatically transcribe discussions and highlight action items.

AI has become a game-changer in the cloud communications industry. It has addressed common misconceptions and concerns, such as call quality, security, control, and cost. Moreover, AI has introduced new capabilities, enabling businesses to provide enhanced services and differentiate themselves in a crowded market. As AI continues to evolve, it will undoubtedly play an even more significant role in transforming cloud communications capabilities and driving innovation in the industry.

The Agile Brand Guide to Generative AI by Greg Kihlström