Recently, Head of Automation Scott Merritt sat down with the TechTalk team and discussed the ways in which organizations seek to benefit from customer service automation. Most of us think of automation as the software that enables us to request an Uber on our mobile devices or get directions to a new restaurant from Siri or Alexa. Companies, on the other hand, need to look behind the curtain to find out what it really takes to make that customer service magic happen. We invite you to watch the interactive video (and enjoy the references we make along the way).
Some of the questions we'll discuss in the video:
Publish Date: August 28, 2019 5:00 AM
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.
EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.
Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.
SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
|5 Ways Intelligent Automation optimizes customer AND agent experience||October 18, 2019 5:00 AM|
|What's a Multimodal Customer Experience?||October 15, 2019 5:00 AM|
|Why Isn't Natural Language Understanding...Natural?||August 29, 2019 5:00 AM|
|Interactive Video: The Rise of RPA Bots in Customer Service||August 28, 2019 5:00 AM|
|Your Front is different than your Back||June 6, 2019 5:00 AM|
|Obstacles Contact Center Agents Come Across During Interactions||May 23, 2019 5:00 AM|
|Smart Solutions Resolve Call Center Operational Issues||May 21, 2019 5:00 AM|
|Companies Push for Digital to Enhance Customer Journey||May 16, 2019 5:00 AM|
|Companies Use AI to Enhance Customer Service Experience||May 14, 2019 5:00 AM|
|Has Intelligent Assistance entered the trough of disillusionment||April 11, 2018 5:00 AM|