Top 9 Unified Communication Trends That Will Dominate 2018

Unified Communications (UC) made great steps in 2017, with UC deployment empowering the digital conversion inventiveness inside numerous cutting edge ventures and fundamentally enhancing the way business experts interact. Now the question is, what other new advancements and improvements would we be expecting to see this year! Here are the Top 9 Unified Communication Trends that will Dominate 2018.

Selection of Hybrid Model Over UC-as-a-Service (UCaaS)

Hybrid offers associations with the flexibility to move slowly to the cloud at any given moment and pace that best suits the business. A Hybrid Solution offers these organizations with the alternative of making an initial move towards the cloud by providing a part of the Unified Communications infrastructure on premise and another part in the cloud.

Development of video deployment

As video is turning into a key innovation to drive better communication and alliances, there is substantially more concentration today on the general User Interface (UI) and customer experience.

Video deployments were generally observed as just commercially suitable for the mid-market and venture, yet propels in lower cost equipment and IP network.

Now  the accessibility of cloud based Virtual Meeting Rooms (VMRs) has implied that video is at long last turning into a pervasive communications medium for private ventures and SMEs, and will turn into a key new income stream for re-sellers and service providers in 2018.

Browser-Based and In-App Communications

Organizations can improve user connections and rise efficiency in 2018 by inserting real-time multimedia communications capacities specifically into a web program or mobile application.

For example, numerous banks are principally communicating with their customers exclusively through their applications. Most customer interactions occur on the web, by means of a web browser or mobile application.

The capacity to utilize that application to draw in with customers in new and distinctive ways, regardless of whether through online chat or video meeting, can enable organizations to remain connected with customers.

Powerful Mobility over Smartphone

Mobility is a huge bonus to our profitability. There are numerous trends that will make our smart phones significantly more influential tools for most businesses in 2018. Firstly, is 5G, which will enable us to process more information whenever, with expanded quality of service.

The second is improved UC capacities upheld by smart phones. New applications such as team collaboration, content sharing and improved meeting support will be out as well. You’ll likewise observe the capacity to start a task on one device and consistently keep working at it through another.

Artificial Intelligence Enhancing Customer Experience

Customers are progressively associating with AI. AI is as of now drastically changing call centers and becoming more productive with bots that can rapidly answer the inquiries most generally asked by customers. Now AI can even foresee customer behavior, giving advice to customers service representatives on how best to resolve a specific issue. In 2018, we will see significantly more prominent acknowledgment of bots as a genuine substitute to human interaction for customer service.

Security of UC

There will be a continually focus on increasing the focus on UC security and analytics. With GDPR approaching and a developing danger from cyber-attacks, additional attention will be required in the UC space to secure end user information, and furthermore guarantee assurance against hacking and cyber threats.

Modernized workplace

With the assistance of UC tools, it is not anymore vital for everybody to need to work from 8 to 5. They can sort out their work routine themselves. Moreover, team associates can see whether a colleague is accessible or not.

Let’s say if a One-Number idea is embraced, the associate does not have to stress over which number the associate can be reached at, but simply dials the one number and, depending upon the user settings, the UC solutions deals with the end device the call is directed to.

In the meantime, every one of these features additionally empower mobile working. Employees can work from anywhere that has network access, as long as they have their work tool with them.

Price of Subscription

Especially, if Unified Communications moves increasingly towards cloud-based solutions, a subscription model is invaluable in any case. These cost models likewise offer the user greater adaptability by powerfully expanding the quantity of users or by just empowering certain features to be initiated for test purposes.

Advancing in Digital Assistant

2017 was the year users invited AI into their homes. Yet, application in a corporate workplace has been slow to take after as the intricate information required to perform activities like running reports has been different, and the setting expected to guarantee precision is difficult to characterize.

Nevertheless, 2018 will see this change. The market will request it, and now the tools are there to get it going. While the acceptance won’t be broad, the early adopters will positively be paving for the introduction of the enterprise type of the digital assistance.


Looking for a way to unify your Employees, Offices and Remote Workers under ONE PHONE SYSTEM? Bringing to you Nubitel UC, Cloud Unified Communication, a Virtual Phone System at a LOW COST that allows you to RETAIN the system even when you are relocating. 

Find out more here or Contact our Microtel Technology Team at and we will guide in owning your Virtual Phone System today!!

8 Benefits of Bringing Chatbots Into Your Business

In this Digital World today, there always appear to be some new and upcoming trends that influences the business world, from the utilization of a PC to the development in commerce trends. Nevertheless, Chatbots are one of the digital trends that organizations from online business to retail should utilize.

Chatbot ai 45

WHY, You May Ask?

As businesses are aware that nowadays complaints happen in real time, customer service has to happen in real time too via multiple channels such as mobile apps, web chat, messaging apps and many more. Only recently businesses begun to use Chatbots and Artificial Intelligence, even though it has been around for a long time. This is because Chatbots deliver a rapid interface to solve customer queries. Moreover, Chatbots is not only able to undertake simple tasks but also manage end-to-end e-commerce transactions. Chatbots are able to handle inquiries that are always asked to the customer service team.

WHAT is Chatbot?

In simple words, Chatbots can be classified as the Blend of Messaging Apps and Artificial Intelligence. Chatbots are in between the lines of virtual assistance that is intended to involve in a human-like conversation. The objective is to form content which are more customized to the customer experience as it can expand customer engagement for businesses. Some of the examples of Chatbots are such as Siri, Google Now and many more.

Chatbots is the combination of the 3 ‘I’s

Intelligence (AI)

Permits the chatbot to comprehend and tackle customer questions and to pick up from every dealing.

Integration (SI)

This is the joining with different systems and stages, incorporating combination with workforce management frameworks to get to human operators.

Interface (UI)

This covers the interface among the chatbot and the human, through a messaging application or a chat meeting on an organization’s website.

Benefits of Chatbots for your Business

Rise Customer Service Availability

Chatbots provides your business with nonstop customer service without employing extra agent. The bots can offer efficient data and answers to inquiries or issues quicker and more productively than an agent.

Chatbot ai 1

Increase Sales

As buyers surf the web, bots send focused pictures in view of past buys and surfing behavior. Bots can similarly be linked to mobile commerce sites to enable shoppers to buy items straightforwardly from cell phones.

Increase Brand Engagement

More brands are utilizing bots to convey branded content. This works also to how a site, Facebook page or a blog has conveyed content before. The change being that the chatbots isn’t static, however customized and intelligent.

Mobile-friendly and instant accessibility

Alongside a web nearness, it has additionally turned out to be progressively significant for brands to have a mobile existence application, mobile-optimized sites. Considering how chat has been around on the mobile for a very long time, most chatbots executions do not bother you to work on tweaking their UI, they are prepared to actualize and are accessible to your customers quickly.

Chatbot ai 3

Solid Connections

Chatbots can help you to remember an upcoming meeting. Even better, they can be utilized to prepare purchasers to your upcoming online class and podcast. This builds customer engagement by removing missed occasions from either end.

Utilize messaging apps

With Facebook Messenger presenting Chatbots stages and APIs, it has turned out to be anything but difficult to take advantage of an expansive user base. These users can draw in with your Chatbots without human involvement.

Chatbot ai 2

Higher user engagement

Most organizations nowadays have a web existence. In any case, with being on the web, limits of day and night, accessibility and inaccessibility have changed, so have customer expectations. This is most likely the main motivation to utilize them. Bots give the user a collaborative experience. It influences customers to feel they are working with somebody to help settle their problem. Bots can enable clients to discover what they are searching for and increase the possibility for them to return.

 Minimal cost & Maximum Revenues

Most importantly, Chatbots are also very cheap. Channels like Facebook Messenger offer the important foundation and APIs for making these bots. They require less upkeep and since it is computerized, there is no labor-intensive work that goes in there. Chatbots has the quickest method for giving a drawing in engaging experience to users.


WHERE Can You Get Chatbots? 

Microtel Techology similarly provides Chatbots Solution that allows you and your customers to improve your Customer Experience and to enjoy the amazing benefits mentioned above.  To find out more on Our Chatbot Solution, contact Microtel Sales team at




Are your clients disappointed by the absence of continuity between interactions as they move from channel to channel?

Collab’s Customer Interaction Hub (CIH) is a multichannel contact management system, which allows to create and maintain a clear view of the profile and history for every client. The Customer Interaction Hub platform runs inside OneAgent and automatically records all contacts, whether Inbound or Outbound, continuously maintaining the contact’s history and context.

This process is fundamental to Enterprise Excellency, where we wish to maintain a unique view for each customer, regardless of the channel that is used or time interval between interactions. The purpose of CIH is to allow the agent to resume a conversation with a client while having access to the total context of previous interactions, whether they happened by voice, video, email, chat, social networks, or other channels.


Front Office

The system allows the day-to-day management of all contacts, including the need for rescheduling of contact attempts for a given date/time, which will be run automatically. It is organized in four main areas:

  • The customer’s file
  • The history of pending issues (unresolved)
  • The list of previous interactions (multi-channel)
  • Actions taken

The goal is to provide, in a single home screen, all relevant information about the client who is being contacted. When the dialogue starts, the agent can then create new issues, interactions, trigger new actions, make satisfaction surveys, etc. Each interaction is accompanied in CIH by two tabs, the first with the profile/ history of the client, and the other with the interaction itself, either a chat, a Facebook post, or the reception/reply to an email.

Back Office

The system contains a powerful administrative back office, with possible configuration of all operations and entities, such as;

  • Problem management
  • Type of subject
  • Service management
  • URL management for integration with the organization’s internal systems (web-services)
  • Actions management
  • User managements
  • Rules management
  • Password management.



An integral part of the Customer Interaction Hub is the reporting ability that complements OneSupervisor’s views, with two essential reports:

  • List of Inbound/Outbound interactions (voice, e-mail, chat, social networks, etc.).
  • Listing of cases/sessions assigned to agents.

Integration with corporate CRM tools

From the architectural point of view, the system also allows the native integration with the organization’s CRM, if it already exists or if it should be acquired, at a later stage.

For further details, drop us an email on






Gamification is a tool to design behaviors, develop skills, enable innovation. Combined with other technologies and trends, gamification can cause major discontinuities in innovation, employee performance management, education, personal development and customer engagement. It includes:

  • Structuring an ad-hoc world
  • Managing the agent lifecycle
  • Integrating technologies in a perfectly optimized workforce ecosystem




  • Gamification motivate workers to complete tasks by making them more fun and appealing.
  • Challenges will create competition, hence, increasing workers performance.
  • Teamwork will often become the main tool to reach goals.
  •  It can also be used as a Learning Tool for trainees to follow and learn about their tasks.


With the Gamification Engine of Suite 2.5, we are creating a platform that can be connected to OneWorkForce, OneContact or any other 3rd party software. By doing this, your current Key Performance Indicators can be used to create Quests, Challenges and Achievements that will become available to your agents.

Further information on GAMIFICATION: LEARN MORE



Customer Relationship Management

Customer Relationship Management Solutions

There are many CRM Solutions for your business that can be used but choosing the RIGHT one can be a challenge. The right way to choose is by analyzing your organization’s needs. What, particularly, does your business require your CRM for? Although, each of different CRM solutions will carry out the same jobs, each of them emphasizes different aspects of the CRM process.


Organisations and businesses of all sizes have realized the importance of forging and nurturing long-lasting relationships with their customers. Microtel CRM solutions helps to manage and track customer lifecycle management whether in customer acquisition or customer retention. Providing functionality to enterprises in sales, marketing and customer service through collaborative, operational and analytical components.

Microtel CRM simplifies agent-customer interaction and helps businesses increase productivity through increased cross-selling, service customization and customer retention. There are many benefits and functionality by using this CRM Solution by Microtel Technology:

Inbound Process:

  • Customer Support CRM
  • Help Desk CRM
  • Case Management System

Outbound Process:

  • Sales and Marketing CRM
  • Collections CRM

CRM Inbound Management

  • Customer Service Management
  • Contact Management
  • Service Level Management
  • Operational Level Management
  • Knowledge Management
  • Management Reporting

CRM Announcer

  • Email Management

CRM Assignment

  • Concurrent Assignment
  • Sequential Assignment

CRM Assist

  • FAQ Management
  • Scripting Management
  • Guided Script
  • Fulfillment Management

CRM Alert

  • Notification Management
  • Escalation Management

CRM Integration Kit

Selecting the right CRM Solution may not be easy, but the results of starting with the right solution makes the effort worth it. Microtel CRM facilitates anticipation and responsiveness of the customer requirements accurately. It provides comprehensive features for data collection and communication interactions. Make the right decision by choosing the CRM solution by Microtel Technology.

For further information on our CRM Solution, visit CRM Solutions.