Ramon [03:58]

Omnichannel Center is getting more and more important and it is a new form of communication platform that a modernized company will need, especially companies dealing with toC business.

What’s the reason for the delay?

Jason [06:49]

No1, we can talk about something about ourselves. We do have our plan because if you know about our roadmap, we have so many things. We really wanna realize all these features on the P-Series system. So we have to make the arrangement. For example, the outbound call center, and the hotel solution, these two are on the first priority.

Ramon [07:23]

Why is it important?

Jason [07:26]

The most important part for the PBX is always that we can handle the phone calls business. And we have a very dynamic inbound call center now. So for most of our customers, they feel good with the current solution. But they also wanna push it forward and make the PBX more aggressive. So they need an outbound call center.

Ramon [08:19]

It’s a matter of product management. We make the decision based on market feedback. We’re not saying the omnichannel messaging is not important, but we understand that currently most of our customer base, they’re still focus on the phone call business. Outbound call center solution vs. outbound messaging solution, now the call center solution requirements is still in advance.

💡Tip#1 Schedule feature roadmap based on customer needs for better prioritization.

Ramon [20:10]

There are mainly 2 ways for a communication system to take advantage of AI. First one is the robot agent, which is just an answer machine. You ask a question, and they give you an answer that is remotely related.
The second one is where the people use it for real help, and we’ve already seen it in some of the contact center solution, like the AI agent.

Jason [23:35]

The optimized side is the assistant AI. If you wanna provide some services to your customers, but you don’t have that certain knowledge or background, you can look for the help of the AI. And this is what Yeastar gonna to do.

Ramon [30:12]

That means there will be an AI agent for omnichannel messaging and call centers.

What’s the reason for the delay?

Ramon [26:59]

We’re dealing with the communication system. So the AI will be holding hands a lot of customer information, chat history, we must make sure that it is safe, it is encrypted. So it’s a quite complicated topic.

Jason [27:29]

I guess this is also one of these reasons we postpone AI solution because we have to be very careful. It’s not just like we provide our customers a solution with a new feature. This is like a Pandora’s box. Once you open it, who knows what’s gonna happen?

Ramon [28:02]

But I am convinced that AI can be very helpful, if you have the right product, if you have a right container.

Jason [28:17]

Yeah, you need to figure out the limit.

💡Tip#2 Develop AI solutions cautiously to ensure compliance and protect customer interests.