Mike Smith's Brain
How does “Call Transfer” work, between Microsoft Teams Phone and 3rd party call center software
Your company is in the market for a new phone system and you’re looking into Microsoft Teams Phone, and you are wondering, how does “Call Transfer” work, between Microsoft Teams Phone and 3rd party Call Center Software? In this video,…
Demand This on Your Contract | Deploying Microsoft Teams for a Large Company
Your company is in the market for a new phone system and you’re looking into Microsoft Teams Phone. If you’re a large company you need to demand this one thing on your contract. Want my recommendations on the best Teams…
3 Ways AI Call Center Software with Quality Management (QM) will make your agents better
Your company has a call center and you’re wondering if an AI-powered Intelligent Virtual Agent (IVA) or bot, can make your agents better with Quality Management (QM). In this video, I’ll explain 3 ways a bot or IVA can improve…
Why CRM/ERP (Salesforce, Dynamics, Hubspot) Integrations is essential with Call Center Software
Your company is in the market for a new call center software, but the first decision should be about CRM/ERP when upgrading your company’s call center software. In this video, I cover why CRM/ERP should be the first thing you…
A plugin might be the cure for Microsoft Teams Phone’s missing features
Your company is in the market for a new phone system and you’re looking into Microsoft Teams Phone. If you’ve seen my videos, Teams Phone costs the same as any other cloud phone system but is missing some big features.…
Know your top 3 calls with a bot (IVA) | AI Call Center Software
Your company has a call center and you’re wondering if an AI-Powered Intelligent Virtual Agent (IVA) or bot would be a good fit for your company. Well, I want to share with you where to start by knowing your top…
Does Microsoft Teams Phone have Call Center Features
Your company is in the market for a new phone system and you’re looking into Microsoft Teams Phone, but you’re not sure if Teams has call center features. In this video, I’ll explain the call center features Teams Phone has,…
Will a generative AI-powered, Intelligent Virtual Agent (IVA) “hallucinate” if we use it for our call center software?
Your company has a call center and you’ve done research on generative AI, and you’ve probably heard about the hallucinate issue. Will it make stuff up to answer your customer’s questions? In this video, I explain why an intelligent Virtual…
Can our call center software use an AI-powered Bot (IVA), for SMS Texting? WebChat? Social Media?
Your company has a call center and you’re wondering if an AI-powered bot (aka Intelligent Virtual Agent or IVA), is just for voice or can we also use it for digital communication? In this video, I explain which methods of…
3 ways your company can use an AI-powered Intelligent Virtual Agent (IVA) to improve your call center
Your company has a call center and you’re wondering if an AI-powered Intelligent Virtual Agent (IVA) or bot, is something you should be looking into. But how should you start trying to wrap your brain around how your company can…