By now, you’ve certainly heard of speech analytics. So for those that have not added this capability to your contact center, we would simply ask: Why not?
It’s a solution that will boost the operational efficiency of your contact center. It will help your agents quickly identify why customers are calling, resulting in faster resolutions and improved average handle time. Properly used, it will also reduce the number of calls and repeat calls.
This is particularly true if you are already using a workforce management solution. Together with speech analytics, you’ll be able to disseminate call center data and deliver analytics insights into the KPIs that matter most.
Today’s speech analytics software automates the search process for important words and phrases, and provides automated alerts when certain issues or opportunities arise. The faster these issues are addressed, the better the customer service.
Let’s face it – even the most qualified, experienced agents cannot mine each call for relevant data in real time. It’s simply more efficient to automate this practice so calls are instantly categorized by purpose and/or outcome, while the agent is clear to focus only on delivering a positive engagement.
By combining the more precise capabilities of speech analytics, such as keyword spotting, with a more general review of how customers and agents speak with each other, a contact center is better equipped to proactively solve issues before they can impact the company.
Is it time for your contact center to discover the benefits of analytics?
Publish Date: July 31, 2018 5:00 AM
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.
|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.
PH: +1 512-872-7565
CLink for CRM and Call Center Integration
CLink by Comsys is a middleware that connects in real-time the CRM and the contact center applications. CLink enhances the CRM with interaction management capabilities from the contact center that allow agents to work more productively across all communication channels.
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect Software®, and Microsoft® for the delivery of innovative interaction management and contact center optimization solutions.
Today’s call centers need their agents to work more naturally, and respond better and faster. Here, we talk about the innovations Consilium has made with the latest desktop and mobile agent releases of the UniAgent™ CRM connector. From small enterprises to Fortune 500 companies and governments across 110 countries, UniAgent™ comes into action right at the moment of reckoning, making every contact center experience engaging and personalized, powered by simplified customer identification and anticipating customer needs.
UniAgent™ provides CRM integrations between all the Cisco contact center solutions (UCCX, PCCE, UCCE and HCS-CC) and over 20 CRMs, such as Salesforce, Microsoft Dynamics 365...
PH: (+61) 406 501 368
IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.
We know how important it is for a business to obtain data from its customers and to manage them effectively, so we help small to large companies by integrating their CRM with the Virtual Switchboard.
This type of integration will simplify the work of your team and improve the management performance of the contact list and its information.
PH: +34 952 667 511
NovelVox CTI Connector
NextGen Cisco Finesse, Genesys & Avaya Embedded CTI Connectors for Salesforce, Microsoft Dynamics, ServiceNow, Zendesk & more.
PH: (+1) 301 202 3672
|8.)||Teckinfo Solutions Pvt. Ltd.|
InterDialog UCCS - a robust contact/ call center software that helps organizations provide a seamless customer experience across all channels in the customer service journey. All interactions from various channels come to a single unified queue on the InterDialog platform. With unified view agents get to see all historical interactions , enabling him to give a resolution quickly. InterDialog UCCS is a comprehensive Contact/Call Center Software with robust CTI, Unified Q ( ACD), Reporting, Unified Agent Management, Administrator, Supervisor - Monitoring (Pmonitor)
|Helping Agents Buy Into Workforce Optimization||October 1, 2018 5:00 AM|
|The Competitive Edge Delivered by Speech Analytics||October 1, 2018 5:00 AM|
|Cut Every Customer Call By One Minute||October 1, 2018 5:00 AM|
|Remote Agents: Making That System Work With Workforce Management||October 1, 2018 5:00 AM|
|Comfort Pets at Contact Centers? Why Not?||October 1, 2018 5:00 AM|
|Five Musts for Your Workforce Optimization Solution||August 29, 2018 5:00 AM|
|The “Now You Knows” of Speech Analytics||August 29, 2018 5:00 AM|
|Can Contact Center Agents Replace In-Store Employees?||August 29, 2018 5:00 AM|
|Healthcare Contact Centers: The Open Enrollment Crunch||August 14, 2018 5:00 AM|
|5 Tips to Optimize Contact Center Scheduling||August 13, 2018 5:00 AM|