Mitel Strengthens Partnership with Talkative, Integrates New AI-Powered Capabilities with Contact Center SolutionsAuthor of the article:
Published Nov 11, 2024 • 4 minute read
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Article contentIntegrated, brand-trained GenAI tools can automate up to 90% of product-related customer queries with highly accurate and human-like responses
SUNNYVALE, Calif. — Mitel®, a global leader in business communications, and Talkative, an innovative provider of AI customer service solutions, today announced an expanded partnership that will bring leading generative AI (GenAI) tools to Mitel’s contact center solutions designed to help organizations simplify daily workflows and elevate the customer experience.
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Modern contact centers face growing challenges. They often struggle to recruit and retain skilled staff and are expected to provide 24/7 responses to customers’ increasingly complex queries over multiple channels. Relying solely on human agents and rigid, pre-programmed systems often falls short of these changing requirements. With the enhanced partnership, Talkative’s suite of AI-driven customer service tools now fully integrates with Mitel’s contact center portfolio, further empowering organizations to engage with customers how and where they prefer, including AI-enhanced live chat, virtual agents, social messaging, SMS, and video chat.
The new AI-powered capabilities also enable companies to leverage automation to answer everyday customer questions. Using a company’s existing product and support information, company-specific AI knowledge bases can train virtual agents to create intent-based conversation flows that promote self-service options. This means increased efficiency and more time for contact center agents to handle complex requests. Powerful tools like AI Agent Assist and real-time automatic translation can be deployed directly from Mitel’s omnichannel customer experience management platforms, MiContact Center Business and MiContact Center Enterprise, to ensure agents provide customers with faster, contextually aware, and ultimately more accurate responses to questions.
Features include:
AI Virtual Agents: Flexible, easy-to-manage, and multi-lingual virtual agents intelligently understand the meaning of customer requests, improving response relevance.Live Chat and Video Calling: Contact center employees can engage more quickly and effectively with customers with real-time agent chat enhanced by GenAI, and AI transcripts for video calls that can be delivered via a website, app, or messaging channel.WhatsApp, SMS, and Facebook Messaging: Enables full compatibility for customer interactions via social messaging on MiContact Center Business and Enterprise.AI Analytics, Insights Reports, and more: Analytics and reporting features provide data insights to help contact centers continuously improve their CX, operational efficiency, and overall performance.
“Deepening our partnership with Talkative brings a new dimension to our contact center portfolio and further strengthens our AI ecosystem,” said Martin Bitzinger, senior vice president, product management at Mitel. “AI offers so much potential for companies looking to deliver exceptional customer service, but getting started can feel overwhelming. Talkative makes the power of AI accessible to any business through intuitive GenAI functionality. Now deeply integrated into Mitel’s contact center solutions, it means better customer interactions and more effective agent performance.”
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“Our partnership with Mitel will empower businesses with tools that enhance customer interactions while also driving operational efficiency and greater customer loyalty,” said Felix Winstone, co-founder and CEO of Talkative. “Mitel’s omnichannel capabilities are unmatched, and together we can redefine the way contact centers operate, integrating AI capabilities into an agent’s workflow, with reporting and monitoring also included in one ‘single pane of glass’ interface.”
Customer Success: Healthspan
Healthspan, a Mitel customer and one of the largest direct-to-consumer suppliers of vitamins and supplements in the UK, recently deployed the new integrated solutions and is already seeing increased efficiency and improved customer care.
“Our team of 57 customer support agents handle 150,000 interactions each month, answering questions on any of our 200+ products,” said Rob King, IT Manager at Healthspan. “Our dream was to have an automated Product Expert to help us maintain a continuity of experience while delivering quicker responses. After implementing Talkative’s virtual agent with our Mitel contact center platform, our AI resolution rate rose to a staggering 90% after one month. Customer satisfaction has risen, and our agents now have more time.”
Related materials
Blog post – Future-Proof Communication with Mitel Interaction Recording Insights AI
Blog post – Embracing GenAI at Mitel: Navigating the Next Wave of Innovation
About Talkative
Talkative provides AI-powered customer engagement solutions that boost B2C support and sales. With tools like brand-specific AI chatbots, live video, and social messaging, Talkative helps businesses deliver fast, personalized, and helpful customer experiences at scale. With adaptables features and deep CRM and contact centre integrations, Talkative empowers organizations to enhance engagement and increase revenue with accessible AI solutions. Learn more at https://gettalkative.com/
About Mitel
A global market leader in business communications powering more than two billion business connections, Mitel helps businesses and service providers connect, collaborate, and provide innovative services to their customers. Our innovation and communications experts serve business users in more than 100 countries. For more information, go to www.mitel.com and follow us on LinkedIn and X @Mitel.
Mitel is the registered trademark of Mitel Networks Corporation.
All other trademarks are the property of their respective owners.
View source version on businesswire.com: https://www.businesswire.com/news/home/20241111719891/en/
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