Deltapath Announces Teams Gateway For Voice Enabling Work From Anywhere Capabilities

San Jose, California, October 13, 2020 –Deltapath, a Unified Communications company, specializing in revolutionizing the way organizations and people communicate, today announced the release of its Teams Gateway. The Deltapath Teams Gateway helps you satisfy your business goals without unnecessary spending by bridging your existing PSTN phone lines and PBX phone system to extend PSTN calling in Microsoft Teams. 

Deltapath Teams Gateway makes it possible for businesses that use Microsoft Teams to now add phone service without breaking the bank. By using your current telephone system, you bypass the cost of additional phone service plans and protect your existing audio endpoint and video endpoint investments. Beyond preserving your existing investments and cutting costs, Deltapath Teams Gateway improves customer experience and empowers employees with the right tools. 

Use any device the MS Teams app is installed on to place and receive calls whether it be your desk phone, desktop computer, or mobile phone, ensuring your employees never miss an important call again.

“Most businesses have moved to completely remote or semi-remote operations and in doing so have rolled out robust communication solutions like Microsoft Teams. Our gateway connects the Teams app to your existing phone provider making it a budget-friendly and seamless transition,” said David Liu, CEO and founder of Deltapath. “Most importantly, Deltapath Teams Gateway maximizes your employee’s accessibility and ease of access so they can provide the best customer experience possible.” 

Using Deltapath Teams Gateway with Microsoft Teams offers next-level convenience to your employees by ensuring they have the tools and capability to be productive with ease so they can efficiently reach out to and engage with customers, prospects, and internal team members. Providers of telephony services or Microsoft Office 356 services to businesses who are interested in becoming part of the Deltapath partner network should visit Deltapath at  https://www.deltapath.com/company/contact-us for more details.

About Deltapath Inc. 

Deltapath liberates organizations from the barriers that prevent effective communication and revolutionizes the way organizations communicate through innovative technologies that meet the needs and the wants of organizations. The company specializes in solutions that unite various communication platforms, audio and video equipment, telephones, desktops, and mobile devices to make communication accessible and intuitive. Deltapath believes that every solution should embody simplicity and offer users the right form of communication for the right occasion, right at their fingertips. For more information about Deltapath and to learn how we can help you reach your goals, please visit Deltapath.com and follow us on Facebook, LinkedIn, and Twitter.

Press inquiries 
Tribe Builder Media
929-367-8993
press@tribebuildermedia.com

Deltapath Mobile Helps Food Banks to Quickly Scale Remote Operations Amid Pandemic to Ensure Access to Food

SAN JOSE, Calif., Sept. 2, 2020 — Deltapath, a Unified Communications company specializing in revolutionizing the way organizations and people communicate, today announced that it’s Deltapath Mobile app is helping Food Banks to quickly scale their remote operations to meet the increased and ongoing demand for emergency services to prevent Americans from experiencing food insecurity.

Although most food banks are prepared for emergencies, the pandemic has caused a massive strain on the organizations providing food services that now even more Americans need access to. Social distancing and safety protocols have decreased the number of volunteers and forced both employees and volunteers of these organizations to work from home. 

Scaling operations quickly to meet increased demand in a remote setting can be very difficult and requires the right technology. Deltapath Mobile is the next generation mobility app by Deltapath serving your everyday business communication needs. Deltapath Mobile allows users to adapt to every situation anywhere and at any time while maintaining high fidelity and providing the audio quality of the future, today. 

Alameda County Community Food Bank, already a Deltapath client, onboarded new volunteers quickly through the Deltapath Mobile app. Staff and volunteers were able to download the app and scan a  QR code to instantly take calls from the ACCFB’s helplines right from their own smartphones. 

“Alameda County Community Food Bank saw its Emergency Food Helpline call volume jump by 1000% in the first ten days of the pandemic. Food insecurity has continued since then. In the past two weeks alone, the call volume spiked again by 220%. We are proud to partner with Deltapath Efforts and help ensure our Helpline remains operational using Deltapath Mobile while our operators stay safely sheltered in place. Connecting the community to food is just one piece, however. As we work to serve a surge in need they need as much community support as possible; if you can, please consider donating at https://donate.accfb.org”  Amy Donovan, Chief Financial Officer, Alameda County Community Food Bank. 

David Liu, CEO and Founder of Deltapath stated, “The ability to remain agile and be able to quickly scale your remote operations is increasingly important given the current state of affairs. Deltapath Mobile is helping businesses to take their operations remotely and do so quickly, all while being able to scale to increased demand. I am so happy that Food Banks and other community servicing organizations have been able to use our technology to help the community during this difficult time.”

Currently, Deltapath is contacting non-profits in the Bay Area about their communication technology to see if they can help companies better serve their community. 

Providers that are interested in learning more or deploying the Deltapath Mobile solution should visit Deltapath Bay Area Non-Profits to register. 

About Deltapath Inc.

Deltapath liberates organizations from the barriers that prevent effective communication and revolutionizes the way organizations communicate through innovative technologies that meet the needs and the wants of organizations. The company specializes in solutions that unite various communication platforms, audio and video equipment, telephones, desktops, and mobile devices to make communication accessible and intuitive. Deltapath believes that every solution should embody simplicity and offer users the right form of communication for the right occasion, right at their fingertips. For more information about Deltapath and to learn how we can help you reach your goals, please visit Deltapath.com and follow us on Facebook, LinkedIn, and Twitter.

Press inquiries 
Tribe Builder Media
929-367-8993
press@tribebuildermedia.com

How to Balance Humanity and Technology in Customer Service

smiling man working in the office

Increasing your customer retention rates by just 5% can boost profit margins by 95%.

Customer service can’t be just an afterthought in running a successful business. To stay ahead of the competition, and drive a successful brand, you need to know how to give your clients interactions they’ll never forget.

These days, technology is one of the easiest ways to upgrade your CX (Customer experience) campaigns. Whether it’s a chatbot for 24/7 service, video conferencing for face-to-face intimacy, or big data for contextual conversation, technology has a lot to offer.

The question is, how do you make sure your digital enhancements don’t drain humanity from your support offering?

Can you unlock the benefits of the latest tools, without becoming too robotic?

It’s possible — but you’ll need to keep the following ideas in mind.

1. Never Underestimate Face-to-face communication

Instant messaging is convenient, and phone calls are a cost-effective way to keep customers and colleagues up-to-date. However, nothing creates more of a human connection than face-to-face interaction.

Although meeting with all of your clients, one-on-one might not be a possibility in the current marketplace, that doesn’t mean you can’t explore the benefits of face-to-face conversations. Video conferencing is becoming increasingly accessible thanks to services that deliver video via WebRTC interfaces and quick cloud connections.

Something like Deltapath Mobile Video Contact Center will allow businesses to deliver personalized video over mobile applications whenever and wherever they need to communicate with clients. The benefits of these visual interactions?

  • Better relationships built through eye contact: Studies show that eye contact strengthens the bonds that we feel towards both strangers and friends.
  • Improved context in conversations delivered via subtle nuances like body language. Tense shoulders and a furrowed brow on video shows you that the person you’re speaking to is more stressed than their tone would indicate.
  • The ability to “show” instead of tell. With video, you can walk someone through how to use a product step-by-step, actually showing them the actions you’re performing as you go.

2. Be There for Customers When they Need You

Many companies assume that the easiest and most efficient way to communicate with customers these days is through instant messaging. Many younger customers prefer instant chat to email, phone, or even video calls.

Instant messaging supplemented with 24/7 support from chatbots ensures that you can always be there for your audience when they have questions that need answering. Chatbots can be there for your clients when the rest of your customer service team is sleeping. What’s more, they never get frustrated by answering the same questions over and over again.

However, instant chat and AI aren’t all you need for effective customer support. While these tools are excellent for answering basic questions or making FAQ experiences more interactive, your customers may also need human assistance at times too. Be sure your chatbot is capable of meeting customer requests, or you risk creating a frustrating experience for your customer.

To give your community the best of both worlds, make sure they know when your service team is available, and give them an easy way to upgrade their conversation to a human interaction when necessary. A “click to call” button on your chat app is all it takes to ensure that a frustrated consumer can find help when they’re not getting the right response from a bot, or when they need more clarity than they can get via instant messaging.

The arrival of more AI and self-service in the customer support space doesn’t mean that human interactions are no longer necessary. Many people prefer to deal with human beings when they’re talking about complicated issues. However, supplementing your human team with technical support will mean that your employees are more capable of serving customers when bots aren’t enough.

3. Bring more Data into the Conversation

Technology has the power to make your conversations more contextual. It’s the difference between an agent stepping into a conversation with a client with no background knowledge, and the same agent having a complete profile to guide them.

75% of customers say that they despise repeating themselves during customer interactions. That means that by the time a client reaches your customer service team, you should know as much as possible about them.

The only way to give your support team this power is to provide them with technology that can aggregate user data from various parts of the buying journey. For instance, your inbound call center solution should integrate with your CRM application and your instant messaging tools, so that your agents know all about a client by the time the phone rings. Integrating the right tools will give agents data like:

  • Where a customer comes from
  • What their name is
  • What the last product they purchased was
  • Any support or service cases open
  • Quotation sent
  • When any warranties are about to expire or mandatory maintenance is due

Something as simple as being able to greet your client by name and talk about the previous product they bought without prompting is enough to transform the customer service experience. Not to mention, if there are outstanding complaints, proactively ask whether the customer is calling in in regard to this complaint, it would mean night or day to the customer.

Make Customer Success Part of your Brand

Ultimately, most customers won’t mind what technology your teams are using to serve their needs, as long as they get a solution to their problems quickly. With that in mind, the best thing you can do to set yourself up for success is to stay focused on delivering the outcomes your customers need.

How do you do that?

Listen to your audience.

Through social media listening tools, you can collect information about what people say when they’re talking about your brand. Are you too slow to answer the phone? Is it difficult to get hold of a rep when your customers need one? Remember, 83% of customers trust the opinions of their peers when making purchasing decisions.

You can also use your UC system and insights from your sales teams to find out what kind of questions your customers ask most so that you’re prepared to offer faster assistance. Something as simple as a knowledge base where you can provide solutions to customer queries can give your brand a stronger reputation.

The more you listen to your audience, the easier it will be to determine what you need to do to improve your CX strategy with a blend of both human skill, and technology.

How to Accommodate the Different Generations in Your Workforce

multiracial coworker having a discussion

The workplace today is unlike anything we’ve ever seen before. Not only do we have people working remotely, and organizations investing in open office environments, but for the first time in history, there are five different generations working together.

Now that employees are working well beyond the age of 70, and young graduates are entering the workforce, business leaders have a new challenge on their hands. They need to figure out how to accommodate a range of employees with different backgrounds, working styles, and ideals.

So, what’s the first thing any business needs to do to manage a multi-generational workforce?

It all starts with figuring out who you have on your team.

Identifying the 5 Generations

It’s crucial for HR teams and business leaders to understand the different demographics in an organization. In fact, over half of all HR leaders are starting to hire People Scientists to improve their understanding of the modern workforce.

Unfortunately, identifying different generations isn’t always as simple as it seems.

Companies need to walk the line between learning from recent studies and statistics and making assumptions based on stereotypes. For instance, Baby Boomers aren’t necessarily afraid of the cloud and new technology. Millennials don’t necessarily demand regular feedback every day to keep their work on track.

While there are some common characteristics that appear more often with specific generations, remember that you’ll also need to do your own research to get to know the individual people on your team better.

Here are a few details to get you started.

Traditionalists / The Silent Generation (Born between 1922 and 1945)

There were about 50 million Traditionalists born in the US.

While this generation is currently the oldest in the workforce, they’re still an excellent addition to any team, offering loyalty and perfectionism to their career. While many traditionalists are moving towards retirement, some still hang around in the workplace, providing insights into what true commitment and discipline look like.

Though some of these employees may be stuck in their ways, they’re also highly loyal and engaged individuals, ready to go above and beyond for their team.

Baby Boomers (Born between 1946 and 1964)

It’s not so long ago that Baby Boomers owned the workplace. Until the arrival of the Millennials, they were the largest generation in history, creating new competition in the workplace as women began to demand equality, and companies invested more in diversity.

Many Baby Boomers are still heavily invested in the workforce. They’re optimistic, focused, and competitive people who are often happy to postpone their retirement in favor of pursuing other ambitions. Many stereotypes say that the word “workaholic” was coined for the Baby Boomer age.

According to some studies, because Baby Boomers didn’t have as much technology available to them as we do today, they can sometimes be inflexible when it comes to new practices.

Generation X (Born between 1965 and 1980)

Generation X is one of the smaller generations in the workplace today. Many Gen Xers were overshadowed by the Baby Boomers that came before them for many years. However, because of this, they learned how to be very independent and innovative in their work.

It’s Generation X that became the most entrepreneurial generation of all, creating the evolution of Silicon Valley and introducing the world to new opportunities with technology. Sandwiched somewhere between the ambitious Baby Boomer generation, and the forward-thinking millennials, Generation X helped to build much of the world we live in today.

These employees are self-sufficient, pioneers of technology, and only occasionally skeptical of new practices.

Millennials / Generation Y (Born between 1981 and 1997)

Currently the biggest generation in the world, millennials are often criticized for acting entitled or constantly demanding feedback for their work. However, the truth is that millennial employees are incredible additions to any team. Not only are they independent and self-expressive when they need to be, but they can also be group oriented too.

Millennials were the original digital natives, growing up with the internet, and various crucial new tools. This has had a major impact on the way that millennials work. Many millennials are tech-dependent and committed to building more productive experiences through things like video conferencing or collaboration tools.

Millennials have paved the way for the new workplace that we’re experiencing today, complete with remote working, cloud-based communication, and more.

Generation Z (Born from 1998)

Finally, Gen Z is the most recent generation, and the group we’re still learning about. According to many studies, Generation Z is technologically advanced, diverse, and ambitious. One study found that 61% of Gen Z high school students say that they want to be an entrepreneur when they’re older.

As the most varied generation in history, Generation Z will also demand more inclusive communities in the workplace, and policies that allow for better acceptance. These children also came of age during the global recession, which means that they may have gained some of the frugal characteristics of their parents and traditionalist ancestors.

Don’t Get Too Stuck on Stereotypes

It’s easy to get stuck on the stereotypes when identifying the generations in your workforce.

However, it’s important to remember that studies and statistics can only look at a small subsection of any generation.

For instance, one study shows that the most challenging generations to manage are Millennials and Baby Boomers. However, you might find that these two groups are the most independent and easily-organized in your company.

If you want to make sure that you’re getting the most out of every generation in your team, the best thing you can do is avoid playing up the stereotypes. Don’t assume that older generations are always going to be inflexible and afraid of technology. Additionally, there’s no reason why all millennials would necessarily be job-hopping kids attached to a smartphone.

To move beyond the labels, use regular pulse surveys and feedback to determine what your employees are really like and what they need from you to become more productive. You might discover that everyone in your team would work better with an instant messaging tool, or that all of your employees are looking to simplify communication with a UC strategy.

The more you listen to your diverse employees in the multi-generation workforce, the more you’ll learn.

Special Thanks to San Francisco Academy of Art University

Instagram: mptaau
AAU Hashtags: #mptaau #arteu #aau

Academy of Art University Production Hub

Academy of Art University Production Hub is a collaborative production class where the students work with real-world clients to create and produce high-end content for broadcast, which vary from a range of PSAs, Commercials, Branded Content, Documentaries, and Fashion Videos.

Deltapath had the privilege to collaborate with the class instructors, Paula and Janice, and enlist the help of their talented students who through their rich storytelling abilities and film expertise created marketing material to promote Deltapath Mobile with Dolby Voice.

We sincerely thank all the students who worked long hours to produce amazing commercials. Their work exceeded all of our expectations and have been featured in multiple events in multiple countries where they have become quite the highlight.

We hope to work with Janice, Paula, and the students at the Academy of Art University again in the near future!

Production Hub Deltapath® Commercials


Cinematic Sound

Director: Aedan McHugh
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Producer: Chris Hanzlik
Editor: Skylar Lin
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Happy Birthday

Director: Mengyuan Zhang (Maggie)
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Producer: Amanda Sun (Xiao Sun)
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Editor: Bridget (Ruijing) Ling
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First Words

Director: Jessica Carillo
Producer: Yi Ren
Editor: Qie Ji
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Cleaning Lady

Director: Sunny Na
Director: Isa Grassi
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Producer: Chris Hanzlik
Editor: Aekyung Kim
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Restaurant

Director: Yvonne (Yawen) Wu
Producer: Amanda Sun (Xiao Sun)
Editor: Sally Lu

Deltapath Provides Free Access To Acute In Response To Coronavirus

SAN JOSE, Calif., March 17, 2020 — Deltapath, a leading cloud-based communication provider today announced it will be making Acute the company’s HIPAA Compliant healthcare technology app available to the global healthcare community for free. The decision was made in response to the March 15, 2020, CDC issued updated infection control guidance for healthcare settings impacted by COVID-19, the disease caused by the novel (new) coronavirus.

Through Acute, providers have different modes of communication to facilitate the sharing of information, best practices, and strategies among healthcare professionals. For instance, healthcare professionals are able to answer calls from their colleagues and deploy immediate action in the critical moments that directly impact a patient’s outcome right from their mobile device.

“We knew we had to make the decision to do whatever it would take to make this technology readily available at no cost because communication and collaboration are key in stopping this outbreak. I hope that by doing so our healthcare providers will be better equipped to work with others, learn from others, and respond to the overwhelming demand caused by COVID-19,” explains David Liu, founder and CEO of Deltapath.

Deltapath will also provide communication access through its conferencing platform that comes equipped with Dolby Voice to allow providers to communicate with patients and other healthcare professionals remotely. The conferencing bridge supports daily briefing and debriefing calls and translators can be invited to participate to assist non-English speaking patients. Additionally, in an emergency, healthcare professionals can use Push-to-Talk. This feature allows caregivers to engage in instantaneous voice communication with a group of other caregivers with the push of a button.

Encryption is enforced on every communication channel with Acute. Plus, the service can be activated and running within 1 business day. Providers that are interested in deploying the Deltapath Acute solution should register using the link below: 

Finally, Deltapath encourages healthcare professionals and their patients to follow instructions from state and local health departments and stay abreast of the latest guidelines and updates issued by the U.S. Centers for Disease Control and Prevention (CDC) and the U.S. Food and Drug Administration (FDA) websites regarding developments concerning the COVID-19 pandemic.

About Deltapath Inc.

Deltapath liberates organizations from the barriers that prevent effective communication and revolutionizes the way organizations communicate through innovative technologies that meet the needs and the wants of organizations. The company specializes in solutions that unite various communication platforms, audio and video equipment, telephones, desktops and mobile devices to make communication accessible and intuitive. Deltapath believes that every solution should embody simplicity and offer users the right form of communication for the right occasion, right at their fingertips. For more information about Deltapath and to learn how we can help you reach your goals, please visit Deltapath.com and follow us on FacebookLinkedInInstagram and Twitter.

Press inquiries
Tribe Builder Media
929-367-8993
press@tribebuildermedia.com

Exploring the Top Trends in Health Technology and Patient Quality of Care

doctor and business man having a conversation

These days, there’s a lot of talk in the communication environment about customer experience. Businesses of all sizes know that if they want to stay ahead of the competitive curve, they need to deliver experiences that delight and impress their target audience. However, the experience needs that people have differ from one vertical to the next.

Just as the customer experience in the retail or commerce environment is crucial for driving revenue and brand loyalty, quality of care in the health environment is an equally important consideration for the healthcare vertical. With today’s aging population leading to an increasing number of elderly people in hospitals around the world, nurses and doctors are often pushed to their limits. These professionals need to work at practically impossible speeds to keep up with the demands of their patients, and technology may be the only way for them to stay on top of their chaotic schedules.

Here at Deltapath, we set ourselves apart from other businesses in the collaboration and communication space, to become more than just another UC company. Although we serve a wide range of verticals with our advanced video conferencing, push-to-talk, and collaboration services, we have a specific focus on the healthcare environment. We even created our own unique healthcare app to specifically support those in the health industry.

Deltapath’s Background in Healthcare

Our background in the healthcare industry has given us a unique insight into the technology trends that are changing the landscape today. For instance, we used our proprietary innovations to create the Acute application — a solution that integrates with hospital nurse call systems to strengthen and improve the link between patients and healthcare professionals.

With Acute, anytime a nurse call button is pressed, the healthcare professional on the other end of the app will receive information about the patient directly to their mobile phones. This brings contextual insights into the care environment, allowing for a higher quality of care, relevant to the needs of the individual patient. During the time we spent developing and enhancing this app, we noticed that there are a few significant trends driving the creations in the health technology space.

Access to Real-time Information in The Healthcare Industry

Perhaps the main driving force behind many of the innovations in the healthcare industry today is that professionals need to be kept continuously aware of what’s going on with their patients in any environment. In the current landscape, the easiest way for team members to stay connected to the right data at all times is through mobile applications. That’s why we designed the Acute mobile app, to give healthcare professionals access to real-time patient requests, critical information, and patient records in one handy user interface.

Access to all of this information means that professionals can transform a patient’s quality of care by quickly and accurately assessing and responding to their needs. In an environment as fast-paced and changeable as healthcare, mobile apps like Acute make it easier for professionals to stay ahead of the curve, even when they can’t immediately interact with patients. What’s more, because they can access a wider variety of information from their smartphones, these individuals can also assign specific healthcare tasks to different members of staff depending on the needs of the patient. For instance, Acute assigns users to different priority levels according to particular alerts, so they can determine what kind of expertise and response is necessary for life and death situations.

Recently, we implemented our Acute healthcare mobile apps into the Gunma University Hospital, distributing smartphones to engineers, nurses, doctors, and administrative hospital staff. Access to in-depth information about patient needs in real-time meant that the people in Gunma hospital could more efficiently manage their assets and make critical decisions about where to send staff resources at speed. What’s more, the push-to-talk feature on the Acute app meant that users could communicate with members of their group more rapidly during emergencies, allowing for a quicker and calmer management of critical events.

Sensors in the Health Industry

The potential of the Internet of Things is expanding rapidly across various verticals. We’ve seen the rise of numerous connected devices in recent years, ranging from sensor-enabled smartwatches to fitness trackers, connected security systems, and more. Now, IoT is beginning to make its way into the healthcare space too.

In June 2018, data from the ASCO Annual Meeting revealed that smart monitoring systems that could track cancer patient symptoms from a distance helped to simplify care for both patients and their care providers. It ensured that professionals could see emerging side effects from treatments, and discover which treatments were most effective for their patients, without being always around to evaluate them in-person.

Sensors that monitor, collect, and analyze biometric data, along with location, movement information and more in real-time are becoming increasingly important to the quality of care. Deltapath has even been making its own strides in this area by integrating with one of the world’s most advanced smart mattresses in Japan. These mattresses are equipped with sensors that communicate patient status to healthcare workers through the Deltapath Acute healthcare app. Using these intelligent sensors, healthcare workers can get instant alerts when patients wake up, then communicate with those patients that their breakfast is on their way or ask them if they need anything. The same sensors in the intelligent mattress can also register information about a patient’s heart rate and whether it’s irregular. With a notification via Acute, healthcare providers will be able to communicate with the patient, keep them calm, and let them know that they’ll be there to help as soon as possible.

In the case of an emergency, instead of making announcements via hospital intercoms, healthcare providers could use Acute to reassure nervous patients and keep track of their condition from a distance using insights from the intelligent mattress.

Higher Demand for Data and Analytics

As professionals in the healthcare industry come under increasing pressure, and turn to technology for assistance, the amount of data that these companies are collecting is more significant than ever. Fortunately, this presents businesses with a unique opportunity to transform that data into valuable insights. Already, we’re seeing a broader trend in multiple industries towards data-driven decision making. Companies with access to the right IoT technology and smartphone applications in healthcare will be able to explore this data-driven approach to transforming their quality of care.

When combined with analytical and artificial intelligence solutions, the information you gather from your mobile apps and healthcare technology will allow you to pinpoint trends in the kind of care you deliver to your patients. Healthcare companies can then use this data as part of a predictive analytics strategy that allows them to invest in the right opportunities for the future of their business.

For instance, if you notice from the information you’ve been gathering that you tend to see more patients pressing their call buttons during a particular time of the week, then you’ll know that you need to have extra staff available during those times. If your IoT sensors inform you that people in a specific ward generally prefer to get reassurance from nurses via a video call, rather than an instant message, you’ll be able to provide your nurses and doctors with this information, to help them customize the care that they provide.

As you gather useful operational data, you can even embed notes and essential details into apps like Acute from Deltapath, to ensure that users have all the contextual data they need to support patients with complex health requirements, or special needs for care. For instance, if you notice that a particular patient always presses a call button at the same time each night, your care providers could start sending a message to the patient at that time to ensure that they’re okay.

Healthcare Is Becoming More intelligent

In the age of digital transformation, countless verticals are becoming smarter, and more convenient thanks to the implementation of technology. We’re living in a world where healthcare companies no longer have to settle for phones and nurse call tools that leave healthcare professionals in the dark. Data analytics, artificial intelligence, apps like Deltapath Acute and IoT sensors can all provide health providers with the information they need to deliver an unforgettable quality of care.

Technology could be the cure to the inefficient and inconvenient practices of traditional healthcare environments.

Introducing the Benefits of a Cloud-Based Call Center

empty call center office

Today, companies of all sizes, from all industries are embarking on their digital transformation journeys. The evolving digital landscape provides endless opportunities for organizations to improve their efficiency, productivity, and performance levels through new processes and innovations.

A large part of many digital transformation journeys for most organizations involves making the transition from on-premise and legacy systems into the cloud. This doesn’t necessarily mean moving data storage and communications into the cloud but exploring the benefits of a cloud-hosted call center too. According to DMG Consulting, 62% of organizations have already moved into a cloud-based call center, and the numbers continue to grow.

Cloud seems to be the status quo for businesses of all sizes in the modern customer engagement landscape. But what are the real benefits of making your own cloud migration?

Let’s find out.

1. Improved Customer Experience

Customer experience is perhaps the most important thing for any business to focus on in today’s marketplace. Today’s clients are more impressed by the right experience than they are by the promise of unique features, lower prices, or anything else a company can offer. Unfortunately, legacy contact centers struggle to deliver the kind of meaningful moments your customers need.

One of the biggest benefits of the cloud-based call center is that companies can use their cloud software to connect with customers on virtually any channel, with reduced risk of downtime, lag, and lost call quality. You can use cloud call solutions for everything from intelligently routing customers to the right agent, to making sure that it’s possible to accelerate a conversation from instant chat into video. For instance, with Deltapath’s mobile video contact center solution, businesses can interact directly with customers from an iOS or Android device, without having to invest in additional office hardware.

With the cloud, there’s no limit to the number of convenient channels today’s companies can offer their target customer. Since the latest reports into customer communications suggest that after 1 bad experience, 38% of consumers will switch to a different provider, it’s crucial to ensure that you’re getting your strategy right.

2. Enhanced Scalability

It’s natural for the needs of your business to evolve and accelerate over time as your company grows. However, if you have a legacy contact center in place, then you’ll be restricted in how many conversations you can reasonably have each day. On the other hand, one of the significant benefits of a cloud call center is that you’ll have the freedom to scale up or down according to your needs — without having to worry about extra hardware investments or complicated data centers.

With a cloud-hosted call center, you can add more functionality, additional agents, and enhanced features to your contact center at the click of a button. You might even decide to use APIs (Application Programming Interfaces) to tap into the latest disruptive tech on the market, like predictive analytics and sentiment analysis.

Since you only pay for what you need from your hosted provider, you can access all the tools you need on the cloud, without having to pay for unnecessary extras. You benefit from better real-time interactions between clients and agents, while your customers benefit from superior customer service.

3. Improved Reliability

Harnessing a cloud-hosted call center has countless unique benefits to offer. You can reduce your infrastructure costs by moving your operations into a software-focused model. Plus, if you choose to work with a hosted provider, you can simplify the management that you need to deal with on the back-end too. One of the other great benefits of a cloud call center is that these solutions often provide better reliability than their legacy counterparts.

Since cloud vendors need to support the requirements of thousands of customers at once, you can rest assured that they’ll have extensive failover and consistency solutions in place. For instance, at Deltapath, we can offer a 99.999% uptime SLA to our clients, so they can rest assured that they’re never going to miss out on a crucial conversation.

What’s more, because a cloud-hosted call center is always investing in new tools and updates for the system, you can rest assured that whenever a patch becomes available to enhance your call quality, you’ll have access to it automatically. This level of reliability is practically impossible to find in a legacy call center.

4. Better Cost Control

While budget isn’t the only thing worth thinking about when you’re investing in a contact center solution — it is something that most companies will need to take seriously. A lot of organizations assume that the flexibility and innovation of the cloud mean that it will be more expensive to migrate their systems into a CCaaS or hosted environment. However, the truth is it’s often much cheaper to run a cloud-based call center than it is to manage a legacy stack.

When you remove your reliance on hardware and step into the realm of cloud-based solutions instead, you can create advanced contact center environments, without having to spend a fortune. Designing the perfect multi-channel environment becomes quick and straightforward, which is why even small businesses are beginning to launch their communication strategies on the cloud today.

Thanks to APIs and integrations, you can even design a cloud-hosted call center that works seamlessly with your existing CRM, and infrastructure that you don’t want to get rid of and more. You may even decide to link your contact center to things like an interactive wall display, where your agents can see their performance in real-time, and business leaders can keep teams motivated.

5. Quality Assurance Through Reporting and Analytics

In any contact center, quality assurance is critical because it allows businesses to gain valuable information about the conversations that take place between agents, customers, and coworkers. The more you learn about the discussions that happen throughout your business each day, the easier it is to make informed decisions about how to transform your company in the months and years to come.

Fortunately, with endless bandwidth and storage on the cloud, a hosted contact center has no trouble collecting useful information for your reporting and analytics strategies. You can set up call recording and call tracking systems that keep you abreast of all the latest details of your incoming and outgoing calls. You may even be able to recognize trends that you can take advantage of when making new investments into your call center.

For instance, if you notice that your customers often prefer to contact you over IM and text rather than using a standard phone call, then you can invest more money into your mobile strategy. If you find that your audience loves high-quality calls, then you can focus on delivering consistently incredible audio with the right technology strategies.

All the while, the security measures that you have in place for your cloud-based call center will ensure that the information you’re collecting remains safe and private. You might even decide to use that information to fuel a machine learning or artificial intelligence strategy one day in the future, allowing you to tap into predictive analysis, natural language understanding, and more.

Plan a Roadmap for the Future with a Cloud Hosted Call Center

One of the biggest benefits of a cloud call center is that it allows you to future-proof your business in an environment that’s constantly changing and evolving. As technology continues to transform, and customer demands evolve, it’s essential to have a strategy in place that allows your business to grow at a rapid rate. The cloud gives you the freedom and flexibility to build the roadmap that suits you, at a pace that’s right for your business.

With the cloud, you’re free to enhance and upgrade your contact center solutions whenever you see fit. You’re not restricted by the technology that you have on-premise. Instead, you can quickly turn any mobile phone or computer into an instant source of connectivity for customer conversations. You’ll also have the freedom to add new channels to your contact center environment whenever you see fit, routing customers intelligently, and improving your strategies based on useful data.

The more you learn about your customers and industry, the more you’ll be able to make informed decisions about how to run your contact center more efficiently. You may even decide to start running both outbound and inbound campaigns simultaneously.

Could now be the perfect time for your business to embrace the advantages of a cloud-hosted call center?

5 Crucial Tools to Improve Modern Business Efficiency in 2020

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No matter the size of your business or the industry that you’re in, productivity is the key to increasing profits and competitiveness.

According to a report from the Engagement Institute, lost productivity can cost companies in the US up to $550 billion every year. The problem isn’t just in the lack of engagement that people feel towards their work today; it’s also in the absence of tools available to help employees get their work done.

The good news? There are solutions out there that could transform the efficiency and productivity levels of your business instantly. These immersive pieces of software make it easier for employees to collaborate and communicate in a fast-paced workplace. However, they also give business leaders a better overview of what’s going on in their organization so that they can make positive changes to company performance.

Here are just some of the best tools that you can invest in to improve business efficiency.

1. Notification and Alert Tools (Deltapath)

Depending on the kind of business you run, keeping your organization operating smoothly may require you to keep a close on certain systems and processes. For instance, in a nuclear power plant, a tiny error in a piece of software could be enough to cause serious safety problems and performance issues. That’s why Taiwan Power Company knew they needed a reliable way to keep their team informed of exactly what was happening on the plant floor.

The Taiwan Power Company integrated its system monitoring platform with the Alarm Notification and Escalation solutions from Deltapath to ensure that vital alarms were never missed.

With Delatapath’s system in place, whenever an alarm is triggered in the plant or a system failure occurs, the Deltapath solution immediately calls all engineers on duty and announces the issue over the phone. If no-one answers the phone, the system automatically escalates the message through the business hierarchy in case someone answers. All the while, the dashboard in the power plant control room showcases all active alarms and alert progress so that the engineers can see exactly what happens.

2. Workflow Tools (KissFlow)

Alongside tools to allow for constant monitoring and communication, it’s also a good idea to have systems in place that allow business leaders to track how work is going. Business Process Management tools or “BPM” software is becoming increasingly popular among today’s agile businesses. These solutions are ideal for automating, measuring and optimizing critical business processes. Additionally, BPM tools can work alongside communication and collaboration services like Deltapath, to ensure that everyone is on the same page.

Kissflow, for instance, is a piece of popular business process management software that allows organizations to improve and enhance their processes for better optimization.

Essentially, the software works at reducing chaos in the workplace, by helping managers and supervisors to keep track of work, and make sure that projects are assigned to the right people. Kissflow isn’t just restricted to repeatable business processes either, it can also track individual projects and cases too.

As you track the outcomes of your business processes, you’ll begin to see where you have the most common bottlenecks in your performance, and where you might need to make changes to improve efficiency over time. For instance, if your work process always slows down when it comes to getting approval from a supervisor, you might need to implement a better way of informing supervisors when work is done. You could easily use notification or alert tools like Deltapath to help with this.

3. Project Management Tools (Monday.com)

Project management software is one of the best productivity tools that today’s companies can invest in for many reasons. At its core, a business is simply a series of projects with goals that need to be addressed. With project management tools, you can commit to a specific delivery time for each project and ensure that every target is met in your endeavor to maintain efficiency.

Project management tools are more than just basic workflow systems, they also come with a host of other features to keep your employees on the ball. For instance, a project management system might come with time tracking features where people can report how much time they’ve spent on a task each day. Project management tools also come with scheduling features, document management, Kanban boards, and Gantt charts.

With a project management software system like Monday.com, companies can set realistic milestones and the deadline for their teams, ensuring that everyone stays focused on the right deliverables. Monday offers options to create public and personal boards for project organization, as well as smart notifications for each task, tagging for team members, and deadlines for time-sensitive assignments.

4. Real-time Communication Tools (inTeam)

Improving business efficiency starts with making sure that everyone in your team can communicate clearly and easily in any environment. Communication is at the heart of what keeps a business running. In fact, one study found that companies with better communication and collaboration are 5 times more likely to be high-performing (make more money).

In a fast-paced environment, employees need more than just an email inbox or an available phone system to connect with their colleagues. Today’s employees need reassurance that they’re going to be able to reach their coworkers whenever they need them most. That’s exactly what you get with Deltapath’s inTeam application. The inTeam app extends push-to-talk functionality to tablets and smartphones to offer today’s professionals a reliable communication channel with instant connectivity.

In time-sensitive situations, inTeam helps organizations from all industries to deal with unexpected issues quickly and effectively. In the construction industry, inTeam can help employees quickly convey information to their teams to make sure that time and money aren’t lost. In the hospitality sector, inTeam supports the management and improvement of guest experiences.

What’s more, with inTeam, users can send notifications to single people or groups in an instant, making sure that emergency alerts always reach the right people.

5. Employee Monitoring Tools (Teramind)

Improving the performance and efficiency of an entire business requires company leaders to pay close attention to every aspect of the organization. That means examining not just how tools and hardware operate but how people work together too.

Employee monitoring tools allow managers and supervisors to find out when and where team members do their best work, so that they can support every worker in remaining as productive as possible. With employee monitoring platforms, it’s easy to see when certain groups need a little extra assistance with their work, and where others are excelling with their operations.

Employee monitoring tools also allow business leaders to get a better overview of how certain applications and systems are being used in the workplace. For instance, if you see that your team members are never using their corporate email addresses, but they’re always active on instant messaging, then you’ll know more about how your people communicate.

Teramind is just one example of an excellent piece of employee monitoring software available for the agile market. It helps with giving business leaders a better overview of their team, while also providing tools for things like productivity optimization and compliance. If you’re working in an industry with tough regulations, like the healthcare sector for instance, an employee monitoring tool like Teramind can help to ensure that your teams are managing data correctly to keep breaches and other issues to a minimum.

Finding the Right Tools to Empower Your Team

We’re living in a world where modern employees are under more pressure than ever before. Customers and clients expect nothing but the best, and the competition for every company is rising. The workplace in any industry, from healthcare to manufacturing, always comes with its own unique set of challenges to face. To maintain excellent productivity and efficiency, businesses of all sizes need to make sure that they have the right tools and strategies in place.

Solutions like the five options outlined above help to give business leaders more control over their workforce, by ensuring that they can track everything from critical outages to employee performance. The more visibility you have into your workplace, the easier it is to recognize the hurdles that could be holding you back and implement new plans for success.

Which efficiency-boosting tools do your teams rely on most today?

TMCnet x Deltapath Noise Cancellation Gateway Live Webinar

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Companies are no longer just discussing what the right office environment is for good audio quality. Today, the discussion also focuses on how to offer incredible audio quality to employees who work and attend meetings outside of the office in noisy environments. With the Deltapath Noise Cancellation Gateway, which leverages Dolby’s audio technology, callers and call recipients experience crystal clear audio even in the noisiest situations.

Equally important, companies fueling their artificial intelligence (AI) work with the capture of voice data or voice commands, probably already know that background noise can negatively impact their AI engine’s accuracy rate when interpreting and analyzing data. Whether your AI engine is analyzing voice input, interpreting voice commands, transcribing audio to text, or interpreting peoples’ emotions through their tone of voice, the Deltapath Noise Cancellation Gateway can ensure you capture high quality audio and boost your AI engine’s accuracy rate by filtering noise pollution.

Discover how Deltapath Noise Cancellation Gateway can benefit your industry and find out how easy it integrates with your platform.

What the audience will learn:

  • Learn how to cope with background noise while keeping up with the demands of business communication and work that takes place outside the office – Learn how to ensure background noise does not impact the integrity of the data harnessed from voice calls or voice inputs
  • Discover how to enhance your IVR, empower your voice assistants, decrease the amount of time call center agents spend with callers while improving – customer service
  • Hear about the trends in the UC industry that are impacting customer experience

Who should watch:

  • UC architects across every industry
  • AI developers capturing voice data or developing voice assistants
  • Business users who experience background noise on their calls such as remote workers, sales employees, and contact center agents