If you still associate Xerox only with printing technology, you’re at least a decade out of date. Xerox’s technologies can be found across many industries – in healthcare, transportation, human resources, financial services and customer care. The company employs 50 000 call centre agents to handle queries for its clients in sectors as diverse as telecoms and retail, processes 950 million medical claims a year and is helping governments and private companies to analyse massive amounts of data to create more smart cities.
This was the message delivered by Dr Sophie Vandebroek, Xerox’s Chief Technology Officer and President of the Xerox Innovation Group, on her recent visit to South Africa.
Sophie was in South Africa to visit Bytes Documents Solutions, Xerox’s largest global partner in its document technology business and the authorised Xerox distributor in 26 sub-Saharan countries. She also led discussions with BDS’ parent company Altron TMT to explore more potential tie-ups, since Xerox has many applications of interest to South African customers.
“I’m here to strengthen the relationship because in addition to Bytes Document Solutions being a great partner, there is more we can do, especially now that Xerox has such a fantastic business in healthcare, transportation, customer care and education services,” she said.
Speaking to Bytes Document Solutions executives, she said that Xerox’s novel technologies include the function of a teacher inserting a handwritten test from a pupil into a multifunction printer, which then analyses the results and provides feedback so advanced that it can determine whether the affected child has a weakness in arithmetic. These technologies are making inroads in clinics and schools today, having first been created and tested in the Xerox Innovation Laboratories.
Sophie, in her dual role as CTO and President of the Xerox Innovation Group, oversees the innovation laboratories in the United States, Canada, France and India together with Xerox’s joint, research-focused venture with Fuji in Japan. Much of the research focuses on automation to enable processing work at massive scale; and on analytical tools and algorithms for big data to turn masses of information into practical personalised
“Our teams around the world always look into the future,” she said. The Bangalore lab has about 100 researchers, more than half holding doctorate degrees in computer analytics. Others specialise in machine intelligence and some are physicians, since the lab concentrates on healthcare as well as transportation projects.
The company’s lab in Toronto focuses on material science and chemistry, including research into more environmentally friendly toners, inks and longer life components for printing devices, as well as printed electronics.
Soon Xerox, in collaboration with its partner ThinFilm, will introduce printed labels with electronics embedded into them to create smart labels.
Xerox’s research lab in France concentrates on machine intelligence and data analytics for many industry sectors. “The researchers are using machine intelligence to create virtual agents that are automated to do customer care,” adds Sophie.
Sophie personally holds 14 US patents for her breakthroughs in micro-electronics, but Xerox and Fuji Xerox together register a staggering 30 patents every week.
“A patent is for something totally new that didn’t exist before and that’s not easy to do,” she said. “But if you are really an expert in If you are really an expert in your field you can push the boundaries of the unknown and create whole new technologies."
During her visit, Sophie was asked how often Xerox’s innovations failed. “I don’t call it failure, I call it learning,” she said. “If you do not fail once in a while you are not learning - if you don’t push the boundaries you will never know the possibilities. But you have to be very agile. If something looks like it’s not going to work you don’t keep investing in it. You keep adjusting what you are working on.”
Publish Date: October 12, 2015 5:00 AM
|1.)||Call Center Masters|
Giving consulting services to call centers
|2.)||CC-CMM Certification Institute|
Service Journey Thinking
Service Journey Thinking is a comprehensive approach for improving the experience customers have along the service journey. It considers the service journey not only from the customer’s perspective, but it also examines the components that support the experience, including people, technology, processes and policies. By applying Service Journey Thinking, COPC Inc. helps brands promote greater efficiency, improved performance and reduced cost within their operations. For customers, this means reduced effort, improved satisfaction and enhanced loyalty.
Call Centers, Contact Centers and Cloud Solutions Consultancies
|5.)||Customer Support Asia|
Customer Support Asia assures the success of service offshoring initiatives in the Philippines. Our consultancy serves both:
- clients that have service partners in the Philippines, and need to implement a major service initiative (performance/CX improvement, service change, site expansion, etc); and
- clients that desire to outsource services to the Philippines for the first time, and need expert help to qualify an an "ideal fit" partner, and manage an end-to-end service transition
We support both contact center services and "back office" BPO projects, limiting our practice to sites in the Philippines
PH: +1 919 446 5114
Contact Centre Specialist Consulting
CX Consult provides specialist contact centre consulting with decades of experience across Australia and Asia/Pacific lead by industry expert Justin Tippett. Services include health checks, optimisation, outsourcing (local and offshore), technology upgrades, strategy and more.
Whether you have a 5 seat contact centre or a large multi-site operation we'll provide you with expert advice to ensure you can achieve your business objectives.
PH: +61 3 9008 7287
|7.)||ERIC YOUNG ASSOCIATES (Tele-Centre Assist Inc.)|
Contact Center Consulting & Profit Improvement (Lean Six Sigma), Inside Sales, Efficiencies, Call Center Audit, Technology & vendor selection, Telephony, Recruiting, Training, Performance Management, Customer Journey Mapping, Software (CRM) Implementations
PH: (416) 498-9440
|8.)||Lieber & Associates|
Contact Center Consulting
Lieber & Associates assists organizations with contact center issues.This includes management, processes, training, and technology. The firm's assessments evaluate and make recommendations for 15 call center areas ranging from call seasonalities to staffing to better use of the telephone systems. Contact center technology services range from new technology selection and implementation to problem-solving and optimization to technical trouble-shooting. Senior consultants have more than 20 years of experience each and are leaders in their discipline. Clients span most business sectors.
Mpathy Plus transform service, improve performance and provide operational support. We work in all areas of customer service and contact centres from initial strategy, feasibility studies, business cases, project management through to operational reviews, resource planning etc. We are independent and have vast experience of implementing, managing and changing contact centres and the customer experience.
PH: 08450 569800
|10.)||Outsourcing Solutions Europe|
Outsourcing Solutions Europe is an advisory firm that helps companies to find the right contact center/BPO partner to serve European customers
We can help You boost Your business results by:
- Building or developing high performing multi-channel customer care operations
- Improving metrics like Customer Satisfaction, Net Promoter Score (NPS), Customer Effort Score (CES), First Contact Resolution (FCR), Customer Retention rate, Inbound conversions
- Developing Your teams' skills to excel front and back-office operations and Customer relations
- Preparing and executing efficient Voice of the Customer and Customer Advocacy approach
- We will help You manage challenges and risks when changes affect people, operations and technology.
|12.)||SCC Services Group|
Contact Center Operations Performance Management
In today’s competitive business environment, contact center and marketing professionals are constantly challenged to manage a growing business, achieve superior performance levels and at times are asked to support services and products that are becoming more complex.
Faced with this reality, the consulting disciplines that SCC Services Group focuses on are operations management and service delivery excellence in the customer service, contact center and brand marketing arenas.
Our consulting practice puts emphasis on:
- Contact Center Operational Assessments
- Human Capital Management
- Organizational Structure
- Brand Marketing
- Strategic Planning
- Sales and Customer Care Tra...
|13.)||The Taylor Reach Group|
Established in 2003, The Taylor Reach Group is an award winning, call, contact centre and customer experience consulting and advisory firm. The company is based in Toronto and has offices in New York, Atlanta, Washington, Ottawa, London, Bangalore, Hong Kong and Beijing. We are vendor agnostic and do not partner with technology or outsource agencies. The only one who pays us are our clients. Each of our consultants possess a minimum of 20 years of ‘hands-on’ call/contact center operational management experience. We do not sell the pyramid, the seasoned experts you deal with through the sales process are the same people who will complete your project.
Taylor Reach has worked with contact cen...
|14.)||Triad Services |
Services Triad is a consulting firm with experience in the field of customer relations. He will celebrate his 25th professional anniversary in 2021. His facilitation skills and creativity allow him to work on many transformations related to the operational management challenges of customer contact centers.
With the support of his consulting team, he collaborates to many projects in Canada and abroad for public and private sector organizations. More than 275 consulting assignments and 150 benchmarking studies are part of his curriculum.