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Permalink to Powering Up: Can Cognitive Computing reinvent Travel’s business model? - IGT Solutions - ContactCenterWorld.com Blog

Permalink to Powering Up: Can Cognitive Computing reinvent Travel’s business model?

“By 2018, half of all consumers will interact with services based on cognitive computing.”-IDC.

Everybody has heard of ‘big data’, ‘cloud computing’, and IoT ‘internet of things’. Some have managed to utilize them exponentially in their businesses, while others are trying. My focus in today’s blog post is around the next big buzzword in the market – ‘Cognitive Computing’.

In the hustles of conferences across the globe, discussions centered on cognitive computing – the new system that will take all verticals by a storm – and, in particular its undeniable need and impact for Travel.  But let’s take a step back and start with the basics – ‘what actually is cognitive computing?’ Broadly speaking, it is a ‘self-learning’ system that uses data mining, pattern recognition and natural language processing (NLP) to mimic the way our brain works.

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Just imagine an extremely smart and intuitive SIRI. Sounds interesting, right? While the stage has been still being set for cognitive computing, companies like IBM, PwC, have been working on the research of cognitive systems from almost a decade now. Here, a few disruptive first have already started initiating cognitive in their workings.

In February 2011, the world was introduced to Watson, IBM’s cognitive computing system that defeated 2 people at Jeopardy! It was an interesting game between 2 humans and a machine and a first of its kind where the machine was able to answer ‘tricky questions’ posed by the game show host. IBM ‘Watson’ has been helping clients in healthcare, banking and retail to devise solutions around their need.

From game show contestants to travel agents, intelligent phone assistant to cancer fighter; cognitive computing transcends the boundaries that have limited big data and its impact.  And can certainly do wonders in the world of ‘Travel’.   From researching, booking, managing disruptions to personalizing travels – every touch point or service can be covered by cognitive computing.

1) Improving “findability” of Travel: Today, a person looking for an international holiday, spends days researching an average of 10-15 travel websites trying to find the best place to visit, reading reviews, and then to find the best deal after finalizing on a place. According to an Omnibus survey, 89 percent of Americans are stressed-out by the amount of time and effort required for planning a successful vacation for their family. Travelweekly, UK stated that:

  • 9 out of 10 people research their holiday online before booking, while 8 out of 10 book their holiday online.
  • For nearly 6 out of 10, their holiday is the most expensive purchase they have made online.

Cognitive apps help reduce the laborious process online booking airline solution- of searching 20+ websites, travel aggregators and customer review sites when trying to research and plan your next trip, by simply bookmarking profile information and responding to expectations. And can make this entire process a whole lot simpler..! Imagine just talking to an app (like SIRI) or interacting with a platform in simple human language (instead of typing dates and locations) which can give you recommendations based on simple questions like “I want to go on a luxury beach vacation without a party atmosphere” or “looking for hotels near cafes with facility to go on a boat ride” or “looking for an amazing place of fun for kids” rather than specifying what you actually need.

2)  Manage Irregular Flight Operations: A cognitive computing system would evaluate irops (irregular flight operations) management options, “intelligently” predict the impact of each – with regard to passenger, crew and to the airline, compare these with previous instances, and recommend the best possible plan of action.  It can also combine functions like identify a flight delay with possible hotel partners to book a nearby hotel and cancel other secondary bookings while notifying the family, on-ground crew and business partners of the delay.

 3) Cost efficiencies and real-time weather updates: Currently aviation uses computer-generated flight paths based on weather forecasts with one-hour time prior forecasts. If a storm hits midway en-route, it causes a scramble for re-routing the flight. With cognitive it would use DWR (Dynamic Weather routing) – further match it with the available fuel, schedule delay cost, crew data to devise the best possible re-routing option with the least negative impact on the airlines and passengers.

But such complex or compound queries and actions are challenging. Currently, we have only process simple functions using speech recognition. Technology is able manage simple queries like, “What is the weather today?” or “What gate is my flight?”,  but we’re still have a long way from creating intuitive coordinated and combined functions like identify a flight delay+ book a nearby hotel+ cancel other bookings and notify the family and business partners of the delay.

However, in the ‘Cognitive Computing’ era and for verticals like Travel, solutions like these is just a start in the right direction. Whether it’s reaching the right consumer at the right time or building an experience to remember, the opportunities are limitless, and the need to make this process intuitive, interesting and simpler for a traveler is definitely on the cards.

About the Author:
Sachin Gambhir is an Account Director for India & Subcontinent at InterGlobe Technologies. He has over 14 years of experience in IT Services industry representing a unique combination of disciplines in Account Management, Project Management, Software development, and Consulting. He’s passionate about technology and implementing ideas where technology finds a unique way of solving business/human needs. Love cars, travelling to new places, meeting people from different cultures and working on innovative concepts with like-minded people. He can be reached at can be reached out at sachin.gambhir@igt.in

Source: https://www.igt.in/blog/Can_Cognitive_Computing_reinvent_Travel_business_model

Publish Date: February 23, 2016 5:00 AM


2021 Buyers Guide Cloud Contact Center Solutions

Page: 1234
1.) 
Accordia Solution

Accordia Solution CIS
Accordia Solution is an innovative developer of seamlessly integrated cost-effective omnichannel Contact Center Solutions specifically targeted at the micro, small and medium operations.Our core business model involves the development and marketing of IP Telephony and IP Contact Center Solutions. We also strive to develop customer interaction solutions which include contact center and customer relationship management (CRM) that enhances Customer Experience Of The Future (CEOTF) and optimizes agent productivity.

Our flagship product, the Accordia Customer Interaction Suites (CIS), offers comprehensive functionality by helping your business meet and exceed the level of service in line with...
(read more)

2.) 
Adversus Dialer

Adverus Dialer
Adversus is a web-based dialer and practical CRM solution for telemarketing, fundraising, and appointment scheduling businesses.

3.) 
Alcor Consulting, Inc.

HoduCC/VoipCor
Omnichannel contact center platform which can be deployed on-premise, private cloud or public cloud subscription. Our contact center provides all of the modern features expected in a full contact center solution. Includes voice, SMS, chat, email, and social media integration. Built-in integrations for all major CRM's (Plus a built-in CRM). Survey module and QA module are also available.

4.) 
Amtelco

Genesis Intelligent Series
Genesis is the latest advancement in Amtelco’s long line of call center solutions. This call center technology is entirely software-based and virtualized, with cloud-based capability. Genesis provides skills-based automatic call distribution (ACD), built-in speech recognition, text-to-speech (TTS), and voice services to improve call routing and management.

5.) 
Arise Virtual Solutions

The Arise Platform
Arise is a pioneer of on-demand customer management business process outsourcing solutions, headquartered in Florida. Through the cloud-based Arise Platform, Fortune 50 and other companies connect to Service Partners who deliver authentic, loyalty-building interactions with their customers. Delivering radical flexibility to meet even extreme contact volume fluctuations, the award-winning Arise Platform is an innovative alternative to the traditional contact center.

6.) 
Aspect Software

Aspect Via
Aspect Via is the premier large-enterprise cloud contact center platform and solution featuring best-of-breed contact management and workforce optimization applications. Cloud neutral technology enables businesses to choose the cloud, hosted or hybrid deployment environment they prefer.

7.) 
Astute Solutions

Astute Agent
Astute Agent gives your agents everything they need to work cases confidently and efficiently. This modern case management CRM is the preferred choice for Consumer Relations and Customer Care teams who support some of the world’s most prestigious brands.

Astute Agent balances agent efficiency with customer experience. Here’s how:

- Automated email responses
Using natural language processing, Astute Agent reads incoming customer emails and automatically supplies a response to agents to review and send.

- Auto-populated case fields
AI capabilities automatically suggest reason codes, product codes, and other case information, saving agents minutes per case.

- Time-saving case feat...
(read more)

8.) 
Britannic Technologies

INBOX
INBOX allows any digital interaction to be blended into single or multiple queues with zero service interruption with implementation. Organising them by business context with smart tagging and search filters, the events can be automatically prioritised and categorised. Automating the route to the correct agent or business orchestration rule. It also connects with all your social media channels, enabling you to respond and route accordingly in real-time. Customer sentiment is also indicated. Use it to measure trends across your business or by a single event so that your agents can easily prioritise responses.

9.) 
Brook Trout Solutions

CCaaS, SIP Trunking, SD WAN, Interconnectivity
Brook Trout Solutions provides Technology Guide services to help Contact Centers to the best possible solution for their business. This includes:
CCaaS: Talk Desk, Five 9s, Nice, Genesys and more
SIP Trunks: Many Global Providers to lower cost and improve operational efficiency
SD WAN: Connect to customers rapidly with the latest network technology to scale with flexibility.
Our service are at no cost to our customers. We look forward to meeting you!

10.) 
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.

11.) 
Call Tracking Metrics

CallTrackingMetrics is the only contact center solution with marketing attribution software built in. Our powerful UCaaS platform lets you know upfront who is calling in, what campaigns they were referencing, and their previous history with your company. Partnering this data with tools to automate and streamline your team’s workflow frees you up to focus on truly delighting your customers.

Conditionally direct calls, texts, chats and forms based on:

• Actions the customer has taken on your website
• Whether they’ve previously contacted your business
• Which agent they last interacted with
• Custom criteria unique to your business needs
• The location nearest to your customer

Say...
(read more)

12.) 
CallShaper

CallShaper
Welcome to CallShaper – Harnessing the Power of the Cloud for Greater Sales Efficiency
For sales-based call centers, where margins are so tight, it’s all about closing. Thanks to CallShaper, inbound or outbound call center directors can have a dynamic, highly flexible platform that enables sales agents to focus on making the sale.

Thanks to CallShaper’s flexibility, call center directors who are managing multiple vendors from multiple locations can have everything they need on one platform that offers 99.999% reliability. And when it comes to reporting, CallShaper has no equal in providing real-time transparency.

With CallShaper, clients quickly find that they are better able to manage efficiencies at the sales rep level – and make more money!

13.) 
Cloud Call Center Search

From AI - WFO and everything in between!
Cloud Call Center Search has spent hundreds of hours evaluating and vetting leading cloud software applications (Omni-Channel, Artificial Intelligence, Business Intelligence, Workforce Management and many others) and their actual use in the trenches with real-world clients. As a result, we understand the strengths and weaknesses of cloud-based call center software solutions. At NO charge, Cloud Call Center Search will match your organization with the cloud software providers that are the best fit to drive positive ROI in your customer experience, sales, and back-office operations.

14.) 
Cloud IT Services GmbH

Dialfire
Dialfire offers you a complete call center solution that is simple and intuitive to use and adapts to your needs. It's completely cloud-based, saving you the hassle of setting up a phone system and installing software. In addition to predictive dialing and call blending of inbound calls, you can create personalized campaigns through an intuitive and easy-to-use interface. Features include automated workflows and full control over the agent screen.

You can see the full list of features here:

15.) 
Connex One

Cloud contact centre technology with built in gamification tools, workforce optimiser, omni-channel, speech analytics, artificial intelligence, quality assurance, PCI-DSS payment platform, form builder and much more features. All seamlessly integrating with almost 100% of your inhouse applications & CRM systems - creating one powerful workflow platform. Increasing productivity, customer engagement, saving you cost. Available in opex model - pay per license per month. No binding contracts with NO cost for 24/7/365 support and full training with built in SLA.

16.) 
Consilium Software

Consilium AWS and Amazon Connect Offering
Imagine a cloud-based contact center that can make customer engagement easy, deliver answers, assistance, and resolutions in a very personal manner, and in the context of your customers’ actions. Amazon Connect is a self-service, cloud-based contact center that provides a seamless omnichannel experience through a single unified platform for voice and chat. Contact center agents and managers don’t have to learn multiple tools, because Amazon Connect has the same contact routing, queuing, analytics, and management tools in a single UI across voice, chat, and mobile interface. Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform, offering over 175 fully...
(read more)

17.) 
contactSPACE

contactSPACE
Cloud contact software that makes customer contact pain free, so your team aren’t worrying about complex technology and can focus on what they do best. Take control, and design the perfect agent interface with a drag-n-drop visual editor. Combined with AI, leverage data-driven contact strategies to ensure the right agent is contacting your customers at the right time & on the right channel.

18.) 
Content Guru

𝘀𝘁𝗼𝗿𝗺®
Content Guru makes engagement easy. A global leader in cloud communications solutions, we deliver off-the-shelf and bespoke customer engagement and cloud contact centre services, through the multi-award-winning 𝘀𝘁𝗼𝗿𝗺® platform.

Europe’s largest Customer Engagement and Experience platform, 𝘀𝘁𝗼𝗿𝗺, brings together intelligent automation, third-party systems integration, and on-demand scalability to enhance all customer communication functions. With true omni-channel engagement capabilities, 𝘀𝘁𝗼𝗿𝗺 gives organisations the power to create consistent and seamless experiences for customers, inspiring loyalty and powering success.

19.) 
Convoso

Convoso is the #1 dialer software for outbound lead gen/sales-related contact centers. Our cloud-based omnichannel solution solves the biggest frustrations call centers have with their dialer, including:

*Caller ID reputation
*Call flagging/blocking
*Low contact rates
*Limited insight into list performance
*Time wasted resetting lead lists
*Dropped calls
*Poor answering machine detection

Customers report dramatic increases in contact rates of up to 300%, delivering more conversions and significantly improved ROI.

20.) 
CSX Cloud

CSX Cloud
CSX Cloud provides a full omnichannel cloud-based turn-key customer communications solution as a service based on a monthly subscription with no long term commitments. Our easy to use solution and top-notch customer service makes it an easy choice to get started today.
 
Page: 1234



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