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Early Buzz At MWC: Customer Experience and Omnichannel Support

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Though synonymous with new models of phones and gadgets, Mobile World Congress (MWC) in Barcelona consistently affords a glimpse into the innovation telecommunications companies are implementing into both their own services, and what they are making available to others. Early stories from the event show this year’s focus is on omnichannel support and richer experiences for those communicating and seeking support through digital means.

RCS Growing Slowly, But Steadily

Though they have been relatively quiet with updates in the past year, Google has ramped up activity around Rich Communication Services (RCS) and Jibe with many events and releases 

this week. The new messaging standard is now used by over 40 mobile companies world-wide, with most of those being in Europe and Latin America through providers like America Movil, AT&T, Celcom Axiata, Freedom Mobile, Oi, Telia and Telefonica.

Google is announcing at MWC that North America is soon entering the fray. Providers such as Rogers, Freedom Mobile, and Sprint are in the process of accelerating their support for RCS, offering both richer experiences for their subscribers’ messaging services, and untapped possibilities for enterprise to provide greater customer experience journeys.

If you are attending MWC, check out the Future Networks Seminar. Leaders from Deutsche Telekom and Vodafone will be speaking about how early RCS adopters around the world are rolling out the platform for richer brand experiences.

Less AI Buzz, More AI Substance

MWC is not alone in its reliance on the latest trending buzzwords to generate interest in products and events. Several mobile phone manufacturers have used artificial intelligence to describe aspects of past products that didn’t quite hit the mark in execution. That being said, some interesting tech, both hardware and software, might deliver at the conference this year.

Qualcomm is introducing an artificial intelligence engine. The company makes chipsets for phone manufacturers such as LG, Apple, HTC and many more. Their new platform combines hardware and software tools for more impressive AI experiences on mobile devices.

The chipmaker is in the headlines for other reasons – it is locked in litigation with Apple, who are said to be preparing future phones that will replace Qualcomm chips with ones from Intel.

At the same time Qualcomm fends off a takeover bid by their rival Broadcom. Though this corporate intrigue may not scream AI, a majority of the world’s mobile devices depend on Qualcomm’s technology to implement many AI features taken for granted, such as face unlock, scene detection, bokeh portrait shots and Animoji.

Wysdom Joins Microsoft Partner Network

Wysdom has MWC news of our own, as we announced this week our inclusion in the Microsoft Partner Network, helping us deliver our enterprise-focused cognitive customer care solution across the globe.

“Together we can showcase the  AI-based customer journey management tools Wysdom has built that work effortlessly with Microsoft’s existing AI solutions. In 2018, enterprise clients are looking for proven platforms that work out of the gate; with Wysdom they get just that,” said Bob De Haven, General Manager for Growth Industries, Microsoft Corp.

Wysdom is now available at Microsoft AppSource.

At MWC? Say Hola!

We’re at Mobile Congress Week. Reach out to us here, or to Ernest or Arif from the Wysdom team for a chat or coffee over the next few days if you find yourself in Barcelona.

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Artiom Kreimer

VP, Product & Analytics

Artiom has spent 10 years in software and mobile engineering, specializing in quality assurance and customer service. He has worked in testing and QA at both startups and in enterprises such as Clickfree, TELUS, and Freescale Semiconductor.

Michel Benitah

VP, Optimization & Delivery

Michel has 20 years of experience in leading the successful delivery of Conversational AI and Natural Language Customer Care solutions to some of the largest financial, telco, healthcare, utilities, and retail enterprises throughout North America. 

 

Prior to joining Wysdom, Michel spent 20 years at Nuance Communications, holding senior management and leadership positions within the enterprise division, most recently as director of the Toronto office and professional services team.

Frederic Lam

SVP, Sales

Fred brings in 25 years of international experience in sales and business development across North America, the Caribbean, Asia-Pacific, Europe, and the Middle-East.

 

Prior to Wysdom.AI, he held sales leadership positions at Oracle, Redknee, and Movius/Glenayre, successfully growing revenues in both large and small organizations. Fred has also been involved in the start-up community in the earlier stages of his career as an Investment Manager with SP Capital and was an alternate director on a few investee companies.

Karen Chan

Chief Engineering Officer, Co-Founder

With 20 years of experience in software and mobile, Karen has held senior technical roles at 5 startups, including Wysdom.AI, Clickfree, Mobile Diagnostix (HP), Teamatic, and Virtualthere.

Karthik Balakrishnan

Chief Technology Officer

Karthik has over a decade of hands-on, proven global expertise in emerging technologies and implementing intricate platforms and solutions for telecommunications and enterprise during his time at Amdocs, with senior positions in their India, Cyprus, America, and Canada offices.

Nitin Singhal

Chief Operating Officer

Nitin has over 20 years of success in global executions of business technology, driving operational efficiency and digital scalability for some of the world’s largest enterprise clients. 

 

Nitin spent 16 years at Redknee holding executive positions in Research and Development, Customer Operations, Partner Alliances, and most recently as COO.

Jeff Brunet​

President, Co-Founder

Jeff has more than 20 years of experience in the startup world, founding and growing 4 software companies: AracNet, Mobile Diagnostix (HP), ClickFree, and Wysdom.AI. 

 

His in-depth understanding of software development and the challenges in making new technologies successful in the startup world prove invaluable as he serves on the boards of XMG, SurfEasy (Opera), Locationary (Apple), Groupie, and as an advisor to Pushlife (Google), LogMeIn (IPO) and HP. 

 

Jeff holds 23 issued patents in the wireless and consumer electronics spaces and is the lead inventor on 30+ pending patents.

Ian Collins​

CEO, Co-Founder

Ian has founded and grown 6 technology companies over the past 20 years, primarily in the enterprise software space including Wyrex, Mobile Diagnostix (HP), Clickfree, and most recently Wysdom.AI. 

 

Ian invests, mentors, and sits on the boards of several startups in the Toronto area.