Nuance’s Document Imaging Division is now part of Kofax. Learn more
Excuse me for one moment while I move away from my laptop to let the eufy RoboVac work its magic around my desk. In 2019, it’s hardly novel that little robot vacuums wander around hundreds of thousands, if not millions of homes sucking up dirt and dust, saving time and making indoor air and surfaces cleaner. Over the past forty years, robots have migrated from science fiction books, movies, and television shows, to the real world of automated manufacturing, toys, autonomous vehicles and now consumer “tools” like vacuums. We are surrounded by robots and have been for a while now.
Each year, robots become more versatile, useful, and less expensive, enabling people to work smarter, safer, and get more done in less time. Robots are good at vacuuming, completing precision manufacturing tasks, and driving trucks and cars, but can robots help with something like office work?
You may not see them at the coffee station or water cooler, but a growing number of enterprises are rapidly deploying robots in the form of software that automate an array of digital tasks. This category of software tools is referred to as Robotic Process Automation, or more commonly RPA. RPA is one of the fastest growing segments of the software industry, with some analyst estimates showing greater than 100% growth annually over the past two years. If you are not familiar with RPA software, this post will break it down, including why it’s important for office work.
While it seems to have come out of nowhere, RPA software has roots that extend back to the 1990s. Software developers used “automation” tools that could be programmed to manipulate another application. The programmers could feed it a long list of instructions and the automation software would follow each step testing the new application the way an end-user would operate it. The automation software would detect bugs and log them for the programmer to fix. Using automation, a programmer could let the “bot” test her or his software while they went onto another task in parallel. It was not as thorough or reliable as a human quality assurance tester, but it helped speed up repetitive testing tasks.
As automation tools evolved, they gained different capabilities to support a wider array of tasks. One of those capabilities is referred to as “screen scraping”. As the name implies, the software could detect fields and values on a computer screen by tracking and measuring pixels. Once a required field was identified, the software could copy (“scrape”) the field data and move it to another location like a spreadsheet or database. Most of the uses for this technology were limited, but for critical tasks, this removed the tedious and error-prone task of moving small amounts of data from one application to another.
In the late 1990s, with the arrival of the internet, the browser and HTML (hypertext markup language), there was now a universal platform available for efficiently sharing a lot of new data. As web applications exploded in number and usefulness, a massive number of data sources came online, literally. While those web apps, including sites like Amazon.com, eBay and many more, published a lot of data to the browser, there was no direct way to access it without manually copying and pasting a lot of data, or manually keying it into a spreadsheet or another database. This is where the concept of RPA really took hold.
As HTML standards matured, RPA tools could more accurately and dynamically map the user interfaces for an almost unlimited number of web applications. Once an automation routine was mapped to the coded tags that defined the page, the software could replicate human tasks, entering search queries and then exporting the resulting text, links, images and whatever else the app returned into a spreadsheet or database. This approach came to be defined as “virtual” or “synthetic” APIs (application programming interfaces). Regardless of the name, it served a critical purpose by programmatically, automatically and accurately capturing data from one system and accurately replicating it in another.
The inability to synchronize data between different systems has been a major information technology problem for decades, including most major industries. As the volume of applications has exploded in, so has the interoperability problem, driving up the cost to maintain systems and making it harder to drive greater operational efficiency as information becomes locked in system silos. By combining automation, screen scraping, virtual APIs and other capabilities, RPA provides a dynamic middleware platform that effectively unlocks information from virtually any human accessible source.
Suddenly a whole world of previously hard to collect web and system data was accessible at a dramatically lower cost and in near real time. RPA made it easier to:
With a relatively low-cost profile (several products are available as free community versions), enterprises have quickly adopted RPA technology deploying bots for a wide range of critical applications. Because RPA is adaptable to virtually any interface, enterprises can creatively access a wide range of data sources without making any structural changes to those sources. RPA bots will not transfer data as quickly as two systems with a bidirectional integration, but they can be run in parallel to increase overall throughput. In some situations, banks can run very high volumes, in the billions, of automated transactions tasks using RPA bots.
The combination of flexibility, relatively low-cost, a rapid rise in structured web-accessible data sources and a never-ending need for accurate, dynamic data has fueled the recent boom in Robotic Process Automation software. You won’t see them sitting in the cubicle near you, but the robots are in the office, helping workers perform many data centered tasks that were inaccessible before.
In the next of this two-part series, learn how RPA capabilities differ from and complement Document Capture software to deliver the most complete information capture solution for structured, semi-structured and unstructured information.
Publish Date: February 14, 2019 5:00 AM
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams
|2.)||Acqueon Technologies Inc.|
Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878
|3.)||Call Tracking Metrics|
Automate insights from all your customer communications
There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.
Use conversation analytics to:
• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time
CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.
With CallFinder, you get…
100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
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...
The days of ‘business as usual’ are a distant memory for most of the world. And when it comes to contact centers, balancing between contact channels, deciding which agent locations or teams are doing well, working out how your customer satisfaction is being impacted by the less-than-perfect work environments of ‘lockdown’ agents…leaders are often at a loss when trying to get such insights from their contact center data. As the technology and business landscape changes, so too must the contact center reporting and analytics solutions that power decision making and performance management. With the new release of Consilium UniInsight™, we have tried to deliver contact center reporting and op...
PH: (+61) 406 501 368
CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.
All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient
Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf
PLUS ! Automated extracts
for integration to third party applications.
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-...
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.
AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.
With DialogAnalytics, you can get a...
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.
1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
|12.)||Lieber & Associates|
Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700
With OpsTel VIEW™, you are able to monitor and immediately audit your agent profile data for accuracy and compliance across the entire contact center solution stack.
*OpsTel VIEW™ tracks down unused stale profile licenses and provides clients with detailed audits explaining their location, current and historical status
*Comprehensive audit across the enterprise, it only takes 10 minute
*Provides a view in to the data accuracy of agent profiles across multiple applications
*Drastically speeds up audit and validation processes
*Validates actions to implement for profile data integrity issues across multiple applications
*Can also assist in ensuring access level compliance...
SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.
Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.
Key the activities involved:
Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
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