Communications automation platform IntelePeer has introduced SmartCommunicator for Microsoft Teams, which will bring customer-specific AI and automation to the front office and other enterprise workers within the Teams environment.
The new module is available with the company’s SmartOffice and SmartWorker solutions and allows companies to keep track of all communications while ensuring corporate compliance. The solution serves as a unified place for gathering information from sources like Outlook, CRM, and enterprise and vertical SaaS applications, enhancing the efficiency and effectiveness of outreach efforts.
“Approximately 40% of the workforce is either remote or hybrid, creating immense challenges for today’s businesses, especially when it comes to information and knowledge sharing. SmartCommunicator automates communications among employees and customers while capturing and acting upon time-sensitive customer insights across enterprise, retail, and remote locations. With real-time analytics, we’re bringing contact center capabilities to business users while giving central visibility and tracking into each customer interaction. SmartCommunicator is another element to deliver on IntelePeer’s long-term vision of reinventing the contact center through customer self-service automation while giving high value interactions direct access to experts within the business,” said IntelePeer CEO, Frank Fawzi.
SmartCommunicator also provides a shared inbox for easy communication between customers and employees, along with templated responses and auto-reply suggestions. To accommodate customers and employees from all over the world, the solution has the option to handle queries in multiple languages.
Multimedia Messaging Service functionality enables users to send various files, including images, PDFs, short video clips, GIFs, etc.
Last year, IntelePeer added ChatGPT capabilities to its SmartAgent solution to help companies reduce the cost of labor for contact centers with hyper-automation while allowing agents to focus on higher-value customer care tasks.
