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3 Things to consider with virtualization - Integrated Telemanagement Services - ContactCenterWorld.com Blog

3 Things to consider with virtualization

Virtualization can help boost operational efficiencies like never before, but you have to understand that the benefits aren’t always immediate. As with anything IT, the price to pay for perks is proper setup and fastidious implementation. Here are a few concerns you need to address before virtualizing your infrastructure.

Backup

Incorporating a robust backup system in a virtualized setting can become a huge challenge. You’d have to determine which data you want to store and how often it should be backed up. You would then have to decide whether you should back up all your virtual machines or just some vital ones that have important apps and data.

In any case, you’ll be caught in a grueling battle because of the overwhelming amount of data that needs to be backed up. The only way to overcome this is to integrate a powerful backup-to-disk solution offered by a reputable managed IT services provider (MSP).

Security

Security concerns are more complicated in a virtualized setting since you have to monitor security on two tiers, namely virtual machine security and physical host security.

Compromised physical host security will affect every virtual machine running on that particular host server. Meanwhile, a compromised virtual machine will disrupt the physical server and affect every virtual machine residing on the same host. To address this problem, you need to set up strong network defenses — including firewalls, intrusion prevention systems, antivirus software, and virtual machine security tools — and a hardened physical security system in the form of surveillance cameras, locks, biometric scans, and security guards. Of course, if you don’t have the funds to set these up, it may make more sense to leave it to a security-conscious MSP.

Monitoring

Since your team has to oversee both virtual machines and physical servers to ensure that you have a fully operational environment, it does have a few pain points.

First, running a monitoring software on the physical host server will likely impact the virtual machines’ performance since it takes up valuable processing power and memory. That means you’ll need to compute the resources used by your monitoring software and make sure they’re not consuming too much from your physical host server.

Second, keeping tabs on your virtual machines and making sure they’re secure and running at all times comprise a full-time job. So unless you have a team of professionals in-house, you’ll definitely need some help from the outside.

Without a doubt, virtualization brings a lot of benefits to the table, but you have to know how it affects every aspect of your business — particularly issues involved in management. Let us show you how you can use it to its full potential. Just give us a call today!

Source: https://www.itstelecom.com/2019/10/02/3-things-to-consider-with-virtualization/

Publish Date: October 2, 2019 5:00 AM


2021 Buyers Guide Speech Technology

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Call Tracking Metrics

Execute automated actions based on words spoken by your customer.

Our intelligent word detection and transcription tools make it easier for you to decipher the content of your customer conversations and automate action based on those insights.

Transform the audio of your calls into speaker-organized scripts so you can easily search your call log for specific words from a conversation, or automatically detect when words of intent are spoken by your customer.

Listen in on and highlight common patterns in order to execute triggers to initiate a new action or workflow, such as emailing a manager if the word “cancel” is spoken on a call. You can also set up to automatically redact content from a transcript, such as sensitive health information transmitted on a call.

4.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

5.) 
Eckoh

EckohASSIST
Advanced speech recognition and natural language expertise that routes callers by simply asking ‘how can I help you?’. It allows customers to use their own words to ask for what they want and steers them to the right place.

Menus are eliminated altogether and contact centres can use a single inbound telephone number.

6.) 
MattsenKumar LLC

SmartSpeech
SmartSpeech – The Best In Class Speech Analytics Software

An all-inclusive speech analytics application that enables you to visualize your audio using state-of-the-art speech recognition, transcription, and text analytics technologies.

7.) 
Nemesysco

InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.

Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.

8.) 
Voci Technologies Incorporated

V-Blaze Speech to Text
Our GPU-accelerated, AI-based technology enables you to deliver greater insights to the contact center by transcribing audio into analyzable text.

- Transcribe large volumes of recorded audio quickly
- Integrate transcripts with your analytics or business intelligence platform
- Reduce your hardware footprint and minimize total cost of ownership

9.) 
Voxjar

Voxjar
Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.

- Custom Charts and Dashboards give you the freedom to analyze calls from the highest level down to the details of each conversation.

- AI-Powered Speech Analytics transcribes, searches, and analyzes your reps' phone conversations, at scale.

- Quality Assurance and Call Coaching tools let you evaluate and improve agent performance with a human touch.

- Long term recording storage for historical analysis


All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
(read more)
 



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