Masergy Highlights Voice-Powered Automation and Streamlined User Provisioning at Enterprise Connect 2018

Masergy Highlights Voice-Powered Automation and Streamlined User Provisioning at Enterprise Connect 2018

Want to build a voice-powered enterprise? Let Masergy show you how at Enterprise Connect 2018. Our team will be showcasing use cases for UCaaS-driven business process automation. Masergy’s Call Recording and new Call Provisioning APIs allow sales teams and business managers to trigger voice-enabled workflows and streamline the tasks associated with the provisioning and administration of UCaaS users. Stop by booth #1119 to see how Masergy APIs work with Integration Platform as a Service (iPaaS) to remove the hassle of managing multiple administrative portals and make it easy to control user accounts.

After all, I believe that 2018 is the year of the voice-powered enterprise.

In 2017, we saw the mass adoption of advanced speech recognition and personal assistant technologies (Amazon Alexa for Business and Siri). These were at the top of the technology trends list for cloud communications providers, but I expect that to change in 2018. While voice-based conversational interfaces rightfully received the 2017 spotlight for normalizing conversations between humans and computers, we will likely see these devices share their spotlight with iPaaS in the future. After all, iPaaS is the element making that “speak and it will be done” consumer-style approach to home tasks now applicable to complex workflows in the workplace.

iPaaS is the foundational enabler that unites speech recognition technology with other applications. Through iPaaS tools, companies are able to layer conversational interfaces over virtually any business platform, and technology engineers are now using it to infuse Alexa-like engagement into business technologies. The Amazon Lex chatbot is just one example. Speech recognition is the front-end interface, but it’s iPaaS working behind the scenes to make your mouth the commander of applications. Thus, the seamless coupling of these technologies are the future of our voice-powered enterprise.

Triggering the Most Complex Workflows from Any Device

But, iPaaS is doing more than just connecting speech technology with single applications. It’s automating complicated multi-application workflows that sit behind the voice commands, making just about anything possible. The functionality goes far beyond simply starting a meeting. With iPaaS, companies can deploy complex integrations among cloud services without the need for coding and infrastructure management. Using drag-and-drop builders, the layman can easily connect applications and create workflows across tools like Salesforce, Microsoft Dynamics, Slack, Marketo, Hubspot, Basecamp, Google Docs, Twitter and many others. Masergy is providing these capabilities through its partnership with Cloudpipes, which enables Unified Communications-as-a-Service (UCaaS) customers to connect over 150 cloud and software-as-a-service (SaaS) applications into their cloud communications platform.

I should note, however, that in the future our voice-powered enterprise will NOT be dependent on Amazon Echo-like devices installed in every office. Instead, desk phones, mobile devices, headsets, and any other tool that can “listen” will be programed to record your voice, transcribe audio files into text, and use trigger words to launch workflows. iPaaS will put the automation power in virtually any device and thus into the hands of every office administrator and knowledge worker.

Use Cases: Enterprise Solutions in Development

Industry-leading companies are already leveraging iPaaS for voice-triggered complex workflows. For example, Masergy is working with its customers to explore capabilities that marry voice recognition, Salesforce, and Microsoft Dynamics to automate back-end sales and marketing functions. The solution “listens” for key commands and performs actions such as creating a new lead record or updating a sales contact.

Other business use cases include:
  • Human Resources: Voice-activated functions to manage onboarding and offboarding, including adding, removing, or modifying user account profiles
  • Customer Service: Contact center agents can use keywords like “Ship Christmas pajamas #123456 to address XYZ ….” and computer systems will trigger associated workflows, task tickets, etc.

Anything is Possible

iPaaS technology is infinitely applicable, and Masergy’s cloud solutions are customizable by design, so the sky's the limit in 2018. With these tools in their hands, our customers will think of ways to automate their business in ways we couldn't imagine. They will create business macros to automate their processes in their own unique environment, maximizing efficiency and productivity in a meaningful way.

Join Masergy at Enterprise Connect 2018 this week at booth #1119 to see how we’re advancing enterprise use cases with the help of CloudPipes. We’ll be showing demos of our new Call Provisioning APIs in action.

About Dean Manzoori

VP, Cloud Communications, Masergy
Dean Manzoori is Vice President of Product Management for UCaaS at Masergy Communications. He brings over 25 years of IT experience in a variety of roles including operational management, strategic planning and business development. Dean holds a BSEE from California State University, Long Beach with Great Distinction and an MBA from Pepperdine University.