AI and the Enhancement of Cloud-based Phone Systems in Australia

In telecommunications, the introduction of cloud-based phone systems marked a significant leap forward. The system, which leverages the internet to make calls instead of traditional phone lines, has offered businesses unparalleled flexibility and scalability. 
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However, with the integration of Artificial Intelligence (AI) into these cloud systems, the Australian businesses are witnessing another technological step. This is how AI is revolutionising cloud-based phone systems: 


Smart Call Routing 

No more waiting endlessly on hold, listening to the elevator music. With AI, cloud-based phone systems can now efficiently route calls based on caller history, reason for calling, and agent availability. The system can even predict the best agent for a specific call based on past interactions, ensuring customers are always speaking with the most equipped representative. 


Voice Recognition and Authentication 

Gone are the days when one needed to remember endless passwords or answer a string of security questions. Modern cloud phone systems, powered by AI, offer voice recognition capabilities. This not only speeds up the authentication process but also adds an additional layer of security, keeping sensitive information safe from potential breaches. 


Enhanced Voicemail Transcriptions 

AI-driven voice-to-text engines have significantly improved voicemail transcriptions. Now, users receive highly accurate text versions of their voicemails, allowing for quick skimming and ensuring no crucial details are missed. 


Predictive Analysis for Call Centres 

Cloud-based phone systems with integrated AI can analyse vast amounts of data in real-time. For businesses, this means understanding customer behaviour, predicting peak call times, and allocating resources more efficiently. This predictive analysis can drive down costs while boosting customer satisfaction. 


Virtual Assistants and Chatbots 

Interactive voice response (IVR) systems are now more intuitive than ever. Thanks to AI, virtual assistants can handle a broader range of queries, directing callers effectively, and even resolving basic issues without ever needing human intervention. 


Real-time Translation 

In a country as diverse as Australia, catering to a multilingual population becomes essential. AI in cloud phone systems can provide real-time translations, ensuring businesses can communicate effectively with clients from varied linguistic backgrounds without a hitch. 


The incorporation of AI into cloud-based telephony is shaping the future of communication, offering unparalleled advancements and efficiencies. A recent Gartner analysis predicts that by 2024, three-quarters of businesses will transition to AI-enhanced phone systems. Such systems boast capabilities like enhancing first call resolutions by 20%, halving authentication times using voice recognition, and streamlining voicemail checks with a 75% time reduction. Additionally, businesses can leverage AI to decrease call centre costs by 15%, while AI-driven virtual assistants can independently address a vast majority of customer queries, and real-time translation can elevate customer satisfaction by 10%. 


Understanding this improvement is not a choice, but a necessity. Whether you’re a small business in Melbourne, a tech giant in Sydney, or anywhere in between, the is clear that AI-driven cloud phone systems are here to stay. 


Telco Broker has helped hundreds of businesses throughout Australia. Locations include Sydney, Brisbane, Melbourne, Adelaide, Perth, Canberra, Hobart and Darwin. Give the team at Telco Broker a call on 1300 978 073. The initial consultation is complimentary.

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Telco Broker has helped hundreds of businesses throughout Australia with their Telecommunications Services across Sydney, Brisbane, Melbourne, Adelaide, Perth, Canberra, Hobart and Darwin. Give the team at Telco Broker a call on 1300 978 073. The initial consultation is free!