Realising AI’s Potential in Contact Centers
In an industry brimming with potential for artificial intelligence (AI) applications, Elisha Telecom has emerged as a forerunner, leveraging AI to transform the operational dynamics of contact centers. At the helm of these pioneering AI services is CEO Jeff Green, a figure synonymous with innovation and forward-thinking in the realm of communication technologies.
The Founding of Elisha Telecom
Jeff Green’s journey began with a passion for solving complex puzzles, a trait that naturally led him to a fulfilling career in Information and Communications Technology (ICT). “I just had to find the pieces in a box of bits and bytes,” Green recalls, likening programming to a jigsaw puzzle. This mindset paved the way for the inception of Elisha Telecom in 2006, co-founded with Mike Torres. They embarked on a mission to meet the burgeoning needs of the nascent call center industry in the Philippines at a time when VoIP was a novel concept and reliable internet was a luxury.
Channel Focus and Demographic Differences
Today, Elisha Telecom stands as a beacon of innovation with a dedicated team of 50 engineers and support staff operating out of Manila. The company’s demographic footprint spans from direct collaborations with large-scale end users in the Philippines to a strong reseller network in the UK, addressing the needs of diverse business sizes.
Introducing Elisha Insights: AI-Based Metrics for Optimization
In their latest stride, Elisha Telecom unveiled ‘Elisha Insights’, an AI-based metrics solution poised to revolutionize contact center operations. “Our key investment area is access to data,” Green stated, emphasizing the critical role of technology providers in enhancing this transformative tool. With an eye on the nascent commercial AI sector, Elisha Telecom is keen on integrating top-tier AI tools to elevate Elisha Insights, aiming to spearhead efficiency in contact centers globally.
The Evolution of Communication Services
Reflecting on the trajectory of communication services, Green notes the transition from traditional desk phones to the adoption of softphones, WebRTC, and mobile devices. Integrations like MS Teams are pivotal in this shift, and Elisha Telecom is proactive in ensuring that both customers and resellers can transition seamlessly. “Communication services are changing faster than ever,” says Green, underscoring the imperative for developers to stay abreast of training and tools necessary for delivering cutting-edge UC solutions and AI integrations.
A Glimpse Into the Future with AI Metrics
As Elisha Telecom cements its role at the forefront of AI-generated metrics, Green envisions a future where early adoption and data accumulation offer invaluable insights into contact center functionality and performance.
“AI has the potential to absolutely transform the world we all live in for the better,” Green affirms, drawing parallels between AI’s transformative potential and the advent of the microchip.
Personal Insights: Jeff Green in the Spotlight
Green, a visionary whose ethos stems from trust-based relationships, cites his father, a hardworking monumental stone mason, as his role model. He humorously shares an anecdote from his early days, where he created a computer game on an IBM mainframe. It was a time when the idea of computers for gaming was scoffed at—a stark contrast to today’s digital entertainment landscape.
Concluding Thoughts
Elisha Telecom’s journey with AI is a testament to the boundless opportunities that await those willing to embrace technological advances. As we look towards a future where AI is not just a buzzword but a fundamental business tool, we invite you to share your thoughts on this evolution. How do you see AI reshaping your industry? Join the conversation and let us know in the comments below.
