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Is 2016 the Year of the PaaS? - Plum Voice - ContactCenterWorld.com Blog

Is 2016 the Year of the PaaS?

16Jan-The Year of the PaaS

Right Like a Weatherperson

Seemingly bold predictions are all the rage at this time of the year, as though flipping your calendar to a new month will magically alter trends that started long ago. What does “Year of the PaaS” even mean? What is the year of anything? How do we measure this type of thing? Market penetration? Ok, fine. But how granular does that analysis have to be?

The point here is that it doesn’t matter if 2016 is the right year that other companies adopt new technological solutions. In reality, the “Year of the PaaS” is any year when a company steps forward and decides that it wants to reap the benefits of a PaaS. For that company, that year is the year of the PaaS.

It seems that for several years in a row technologists, analysts, and businessmen alike have predicted that this year is when the Platform as a Service is really going to catch on. Others lament the unrealized potential of the PaaS and openly wonder when it will take its proper place in the cloud computing realm.

Some in the tech world argue that PaaS doesn’t quite pass muster for many businesses yet because of platform lock-in, and the lack of a true platform ecosystem. Are these volleys fair or a generalization?

Don’t Spit and Tell Me It’s Raining

These roadblocks may be real for some platform vendors, but to suggest that, as a rule, they are shared universally misses the mark. The very fact that “as a service” connotes a cloud environment suggests that there is an intrinsic need for flexibility and adaptability.

On the matter of platform lock-in, this may be true of large vendors offering turn-key solutions on their platforms, but what if you don’t need an entire suite of applications, or you require something unique to your organization or industry?

In the world of communications having a locked-in platform doesn’t make much sense because the entire purpose of communications is to, well… communicate with other entities. Hamstringing a platform to only perform particular functions rather than giving developers free-reign to create their own solutions is bad for communications, and therefore bad for business.

The same goes with claims of a deficient ecosystem. What does that even mean? The very nature of a web service means that a platform must be able to interact with a range of other services and applications, such as databases, file storage, security, and messaging.

If we again focus on the world of communications, then the need for interoperability re-emerges in high-relief. The entire idea of making a development platform available in a cloud environment is to more easily facilitate these operations. An attentive vendor will have APIs available to accomplish this goal, or if an API doesn’t already exist then they will work to create one. Suffice it to say that supporting APIs ensures that a PaaS isn’t lacking in the oomph! department.

The Real PaaS Advantage

One doesn’t need a crystal ball or to channel the spirit of Nostradamus to make predictions. All one has to do is look at industry trends and roll with those. A recent study [pdf] by Wikibon claims that PaaS revenue will jump from just under $2B in 2014 to over $68B in 2026, which corresponds to an 11% increase in total public cloud revenues. In other words, PaaS solutions are catching on and their upward trajectory is definitely in positive territory.

As companies look for way to increase efficiency and lower start-up costs a move to the cloud becomes increasingly appealing. Of course, the sooner a company adopts the cloud, the sooner they can start to realize these savings. There’s also the benefit of having a leg up on the competition as well.

Twenty-sixteen doesn’t have to be the year of the PaaS, just make it your year for PaaS.

Get the Cloud IVR Migration White Paper

Source: http://www.plumvoice.com/resources/blog/2016-year-of-paas-magic-8-ball-says/

Publish Date: January 13, 2016 5:00 AM


2020 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.
PH: +1 (512) 333 4634

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

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.
PH: 8005771872

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)
PH: +61404697151

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.
PH: 01442 458300

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.
PH: +91 99026 10044

7.) 
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
PH: 412-621-9310

8.) 
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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