Unified Communications

Beyond the Call: How AI-Enhanced UCaaS is Revolutionizing Sales Productivity

April 30, 2024

By Sam Nelson, VP of Customer Experience, Telarus

Howdy, technology advisors and CX enthusiasts! In my last blog, I shared some awesome advancements in CX to look out for, particularly when it comes to uber personalized communications to enhance the customer experience and ultimately win more customers. The powerhouse behind these advancements? Why, AI of course! Let’s dive in a bit deeper, shall we?

Let’s face it: Being a technology sales professional these days is no walk in the park. It’s a constant juggling act between prospecting, nurturing leads, closing deals, and keeping up with the ever-evolving tech landscape. Just when you think you’ve got a handle on the latest sales tools and tactics, something new comes along and disrupts the game entirely. But fear not, sales warriors! The powerful fusion of AI and UCaaS (Unified Communications as a Service) has the potential to make your lives a whole lot easier and your sales numbers a whole lot higher. It’s the dynamic duo that’s proving to be the ultimate productivity booster for sales teams everywhere.

What Happens When You Supercharge UCaaS with AI

At its core, UCaaS is a cloud-based platform that integrates various communication channels like voice, video, messaging, and collaboration tools into a seamless, all-in-one solution. But when you infuse this powerhouse with the magic of AI, it transforms into a sales enablement tool that would make even Tony Stark jealous.

Don’t just take our word for it – the numbers speak for themselves. According to Gartner, the global UCaaS market is projected to grow at a staggering 24.8% annual growth rate (CAGR) between 2021 and 2026, with AI integration being a key driver of this growth. Forrester Research further estimates that businesses leveraging AI for sales could see a productivity increase of up to 25%.

So, what exactly makes this dynamic duo so potent for sales teams? Let’s explore some of the AI-powered capabilities in modern UCaaS solutions that are turning sales reps into productivity ninjas:

1. Intelligent call routing and prioritization: No more wasting time on irrelevant calls or playing a game of “hot potato” with leads. AI-powered UCaaS solutions can intelligently route incoming calls to the most suitable sales rep based on factors like skillset, availability, and customer history.

2. Real-time transcription and analysis of sales calls: Imagine having a virtual assistant that not only transcribes sales calls in real time but also analyzes them for key insights, such as sentiment, pain points, and potential opportunities. AI-powered speech analytics in UCaaS solutions can do just that, helping organizations optimize their sales approach on the fly.

3. Conversational AI assistants for lead qualification and appointment setting: Sales teams have better things to do than waste time on tedious tasks like lead qualification and scheduling appointments. Conversational AI assistants integrated with UCaaS platforms can interact with prospects, gather key information, and book meetings – all while sounding as human as your favorite barista.

4. AI-powered sales coaching and performance insights: Imagine giving your customers a personal sales coach for every call. With AI-powered UCaaS solutions, you can! These nifty tools can analyze sales conversations, identify areas for improvement, and provide real-time coaching to up every rep’s game.

UCaaS Suppliers Who Are Leading the Way with Proven AI Capabilities

Leading UCaaS providers are wasting no time integrating cutting-edge AI capabilities into their platforms to give sales teams a competitive edge. Here’s how some of the top players in the game are leveraging AI to supercharge sales productivity:

RingCentral: This UCaaS powerhouse is all about “conversation intelligence.” Their AI-powered analytics can dissect sales calls to identify key moments, topics, and action items, while real-time transcription and sentiment analysis help reps stay on top of their game.

Zoom: Beyond just being a video conferencing champ, Zoom has embraced AI to streamline sales workflows. Their conversational AI assistant can handle lead qualification, appointment scheduling, and even post-call follow-ups – leaving sales reps more time to (you guessed it) sell.

Vonage: With Vonage’s virtual sales assistants, sales teams can offload tedious tasks like lead research, data entry, and call logging to AI-powered bots. Their call sentiment analysis also provides valuable insights into buyer emotions and engagement levels.

GoTo: GoTo Connect Admin GoPilot is a fast, AI-powered assistant built directly into GoTo’s interface that effortlessly finds answers to queries, and provides support resources and demo videos, making sales agents more informed on the fly. GoTo also now has an AI optimization add-on offering AI-powered interaction summaries, real-time coaching capabilities, and actionable insights into buyer sentiments and trends.

8×8: Imagine having a virtual sales assistant that can not only route calls intelligently but also provide real-time guidance during conversations. That’s the power of 8×8’s AI-driven call routing and speech analytics capabilities.

Dialpad: With Dialpad’s conversational AI and real-time speech transcription, sales reps can focus on engaging prospects while AI handles tasks like notetaking, action item logging, and even suggesting next-best responses.

Nextiva: Nextiva’s real-time transcription allows sellers to visualize prospects’ dialogue, facilitating easier review of conversation flow to stay focused. Automatic summarization significantly saves time by condensing call details into brief summaries, potentially saving two to five minutes per call wrap-up. Additionally, leveraging generative AI for knowledge bases provides sales agents with timely access to relevant articles during discussions, enhancing their expertise and effectiveness.

The beauty of these AI-powered UCaaS solutions is that they don’t just make sales reps’ lives easier – they make them more effective too. By automating tedious tasks, providing real-time insights, and enabling data-driven coaching, these tools empower sales teams to work smarter, not harder.

While the current AI capabilities in UCaaS are already impressive, we’ve barely scratched the surface of what’s possible. The future of AI in sales is even more exciting, with emerging technologies poised to revolutionize the way we sell. Check this out:

Imagine a world where AI can analyze vast amounts of customer data, market trends, and historical sales patterns to hyper-personalize sales engagements – delivering the right message, at the right time, to the right prospect. Or where AI-powered virtual assistants can not only schedule meetings but also analyze contracts, negotiate terms, and even generate customized sales content on the fly.

Telarus is Your Ally in Unlocking the Power of UCaaS + AI for Your Customers

As a technology advisor, you are in an ideal position to introduce AI-enabled UCaaS solutions as a productivity multiplier and competitive advantage. When you help your customers embrace AI as a partner, not a replacement, you are alleviating their risk of getting left behind while their competitors are unlocking new levels of productivity and closing more deals.

So, what are you waiting for, sales warriors? It’s time to suit up and unlock the secret sauce that will propel you to sales superhero status. And your Telarus team of UCaaS experts is standing by to help. We are deeply passionate about the transformative power of emerging technologies like AI and are committed to helping technology advisors harness its potential to grow their practice.

Contact your Telarus Partner Development Manager today to learn how we can support your UCaaS business and drive growth together.

Annnnd… for more on what’s hot in CX, be sure to tune in to my video series, “Sam’s Minute Snippets”!