The Missing Link Between Customer Data and Phone Systems
episode
The Fast Mode Podcasts: Breaking News, Analysis and Updates From Telecoms Industry
23 min
1 speaker
8 chapters
transcribed 1 month ago
Transcript
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Why is there a disconnect between new technology adoption and actual customer experience?
Welcome to the Fast Mode Podcast series. I'm Tara Neal, and with me today is Jim Akis, CEO and co-founder Thai Technology. Thai Technology is a communication and IT solutions provider specializing in VR IP systems, managed IT services, and tailored solutions for small and medium-sized businesses. Founded on the principles of innovation and unmatched customer service, Thai technology empowers businesses to thrive with cutting-age tools and support. Welcome Jim. Great to have you on today's episode.
Thank you so much, Tara. I really appreciate being here. Uh this is this is something that we wanted to do for a long time. So uh I definitely appreciate you having us on.
Awesome. Okay, so I think we have got um like a very interesting topic, you know. Um you know, m a lot of people may feel that, you know, this is a generic one, but it is it has become very relevant today because of the level of technology adoption that we are seeing. Um so the first question is: why is there such a disconnect between new technology adoption? and actual customer experience.
Well, I you know, that's a great question, but I I think that goes back to the last part of the question, which is the customer experience because what's been happening and and and this this happens all the time, right? Businesses, they, they, they scramble to adopt this this new this new technology that's out there. In this case, it's AI. And they really haven't fixed the core issue, which is horrific customer service or or bad customer communication and systems that just don't talk to each other. So So I I I think once once that gets resolved, you'll be able to implement an AI solution because it's coming. Mm-hmm.
I mean, if you think about the amount of money that's being poured into the AI space now. There will be some semblance of AI in every walk of life that we do. It's it's it's not a question of of of if, it's just a matter of when. And and more importantly, where. Mm-hmm. Mm-hmm. And okay. And I th I I I th I think as as most companies th they really don't treat the phone system and the CRM platform that they use that houses customer data. I I don't think that they they view that as one of the same or should be uh in our opinion, they should be viewing it as one of the same. So basically what happens is is that you get customers that call in and you have no idea who's on the phone until that customer is on the phone.
And so once you have that interaction already taking place, you're in in our opinion, you're behind the eight ball because You could potentially have an already aggravated customer on the line.
How does the lack of phone‑system and CRM integration hurt customer service?
And now you have to get their account number, you have to find their their uh their their name in the system. And I mean, think about it. How many times have you called into somewhere and they said, Oh my God, my system is running so slow? Well, now I'm already angry because I've been waiting on hold. And now you're telling me in effect that you're using a substandard system to house my information to find me. I have no I have absolutely no uh belief that you're gonna be able to help me. So we're already starting off with a negative with the customer. Um and I think that that's what needs to change bec before we could really adopt an a new way of doing business or implementing AI into into everyday life.
Mm. Wow. You know what? Um you you you basically hit the nail on its head because um among all the technologies that uh we see today, I think AI, uh especially in the last two years, everyone's talking about AI. And um they are right to do so because uh basically the there are no systems where where AI won't benefit. But then like you pointed out, you know, um there's there's a there's a huge dilemma here. As in to you know, how do we proceed with this technology? And basically it's not just about embracing, um, like you just mentioned, you know, you just rush in and then buy a module or buy an app and integrate it so that you have AI capabilities, but really mapping it to customer experience. And like what you said, I totally agree because um what happens is you wait for so long to speak to a customer care representative.
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Chapters
8 chapters
1
Why is there a disconnect between new technology adoption and actual customer experience?
0:11–3:03
2
How does the lack of phone‑system and CRM integration hurt customer service?
3:03–6:21
3
What real‑world examples illustrate the pain of unintegrated phone and customer data?
6:21–8:49
4
How can AI‑driven transcription and keyword extraction improve call handling?
8:49–11:17
5
What is TieTechnology’s “Genie” soft‑phone and how does it link phones to any CRM?
11:17–14:08
6
How does instant screen‑pop and call‑summary data boost agent productivity?
14:08–17:20
7
What financial and competitive advantages do businesses gain from integrated CX solutions?
17:20–20:41
8
What are the next steps for businesses wanting to close the CX gap with TieTechnology?
20:41–22:54
Speakers
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