The Alianza Intelligent Communications Fabric’s Experience Layer enables operators to modernize and monetize their voice networks while reclaiming their competitive edge. By facilitating smarter and more connected services that are easy to use and adaptive to business needs, operators can deliver personalized customer experiences that add value to voice offerings and even surpass what disruptive OTT apps have been able to offer.
The Experience layer adds new value in voice offerings
Part of the Alianza Intelligent Communications Fabric, the Experience layer rides atop the fabric’s Orchestration and Infrastructure layers. As highlighted in our previous article, the Orchestration layer allows voice network capabilities to be delivered and exposed to developers and applications. The Experience layer then enables operators to rejuvenate the value of their voice network investments with new, high-margin, customer-centric voice services that drive new revenue and increase market share.
Let’s take a closer look at how this is achieved.
The Experience layer leverages key services operators already offer, like business voice, unified communications-as-a-service (UCaaS), and contact center services, but integrates them with AI-based innovations. Business applications, like CRM and billing, can be joined with voice services through context-aware integrations to provide greater value. New capabilities include features like real-time transcription, multi-lingual translation, compliance, personalization and business automation.
With new, AI-powered capabilities integrated, operators’ voice offerings can surpass OTT voice and collaboration apps in terms of quality, capability, usability, and trust. More importantly, they give operators innovative offerings that cater broadly to small, medium and large enterprises, or specific vertical markets. Operators can provide superior customer experiences and make it easier for customers to drive productivity and new services in their own businesses.
Must-have security advantages over OTT apps
While OTT apps have been widely adopted, there is still room for improvement. The proliferation of these apps can cause frustration for business users. They lack integration – which means staff, proprietors, and practitioners are left to manage multiple tools that don’t interact – and they lack the required, privacy, security, or compliance features that a trusted network operator can provide. The Experience layer, on the other hand, can power voice services and integrated features that meet modern business needs directly and provide a better experience for users and their clients.
New services for business customers and beyond
Setting the technical jargon aside, it’s important to understand how the Experience layer can power services that appeal to specific segments of business customers and consumer services. Consider a few examples that have an impact on everyday life.
Professional Services Practices
When voice services are integrated with industry specific business applications and enhanced with AI, law offices, financial services firms, and other enterprise verticals can deliver intelligent and personalized customer interactions while automating many routine, time intensive tasks, including those that involve real time client communications.
For example, office staff can instantly see who is calling and the likely reason for the call based on past visits and conversations. By integrating with scheduling and billing systems, teams can provide patients with relevant information, accurate answers, and fast appointment booking. With translation, language barriers are removed, and with transcription, a written record of each conversation is always available, protecting both the customer and the business.
On the Go Enterprises and Individuals
Busy SMBs and sole proprietors such as plumbers, carpenters, and electricians benefit from integrated, AI powered communications as well. A contractor with their hands full on a job site cannot always stop to manage calls or customer interactions. With new automation delivered through the Experience layer applications, they can screen and handle calls while they work.
AI can monitor conversations to add new service requests and update appointments automatically. They can order supplies and receive notifications when materials are ready for pickup or delivery without interrupting the current task. And they can quickly generate call summaries that capture the details needed to complete the next job efficiently.
Enhanced Emergency Services
Public safety and first responder systems, along with the communities they serve, can benefit greatly from the addition of AI applications. Voice centric by nature, the addition of intelligent overlays can dramatically reduce response times and improve resource deployment by analyzing and summarizing often chaotic calls and conversations, critical to providing lifesaving services with limited resources and intense time pressures.
Emergency services operators can use AI to fuse network level information, individual subscriber details, and real time context from other active calls with deep analysis of the caller’s behavior and demeanor. By detecting keywords, critical phrases, tone, and even breathing patterns, AI can surface insights that go beyond the spoken words and help operators understand the situation more accurately and more quickly.
As these examples show, the Experience layer enables organizations of every size and type to elevate the service they deliver, from businesses seeking more responsive and personalized customer interactions to public safety and emergency services teams that need faster insights and clearer understanding during critical situations.
Take back the voice market
In the AI era, differentiation for operators, and their customers’ businesses, relies more than ever on customer knowledge, personalization, quality in real-time customer experiences, intelligent follow-ups, and trust. The Alianza Intelligent Communications Fabric Experience layer makes this possible by leveraging and extending an operator’s existing voice infrastructure investments to make it all happen. With the Intelligent Communications Fabric, service providers can reclaim their right to win and grow their revenue share worldwide.
Check out Alianza’s website to learn more about the Experience layer of an Intelligent Communications Fabric.