Technology Record - Issue 30: Autumn 2023

51 “Synergy Technical helps businesses leverage Microsoft’s cloud solutions, while achieving their security and compliance requirements. Data, privacy and security will be the cornerstone of a successful AI deployment. We provide teams with the tools and knowledge to enhance their capabilities and meet their goals. We tailor our solutions to each business’s needs, objectives and licensing requirements, and help them boost their productivity and efficiency. We also ensure that their IT environment is secure and compliant, so they can use AI with confidence. With AI innovations like Copilot, we enable businesses to see and experience the positive changes AI can bring to their operations.” “We are one of very few partners within Microsoft’s Inner Circle that is fully committed to AI-enabled customer experience (CX) transformation. This means our capabilities focus solely on the CX space, bringing a deep understanding of CX-led design and how AI is revolutionising contact centres. As clients have expressed interest in generative AI, the TTEC Digital team has been providing guidance – for example, we released an AI Readiness Assessment to help clients see where they stand when it comes to AI and CX maturity. We’re also beginning to introduce solutions like Copilot to clients.” “Software developer Tollring specialises in communications analytics, helping businesses to use Teams to visualise collaboration, monitor engagement, drive productivity and maximise customer experience. Although Teams has become a clear enabler of productivity, effective collaboration is difficult to measure – and without measurement, how can you quantify or prioritise future improvements? Analytics can help. The Teams app, Analytics 365, delivers trend graphs to profile Teams collaboration, making hybrid working easier. Our browser-based application iCall Suite directly impacts customer satisfaction levels by giving managers access to phone system metrics, such as calls answered within target response times, missed call analysis and call queue reporting.” Clay Westbay Vice President, Delivery, Synergy Technical Hilary Oliver Chief Marketing and Experience Officer, Tollring Biplab Mandal Group Vice President and Global Microsoft Practice Lead, TTEC Digital Photo: Unsplash/Dimitri Karastelev Photo: Synergy Technical