I am the network & telecoms manager for a group of companies supplying goods and services throughout the UK and Ireland. Having worked here for over 20+ years I have an in-depth understanding of our business. After over 20 years using Avaya products we took the decision to move to cloud and 8x8 for our Telecoms in 2023.
I manage all aspects of our telecoms for our contact centre & back-office functions. At present we predominantly use voice with some element of web chat. Being primarily B2B our customers seem to prefer traditional means of contacting us.
Moving forward we will be looking at what other system we can integrate with and look at where AI could be of value to the business.