We are now on the eve of the 2018 Leader Insights Forum here in Dublin, Ireland. The main event begins tomorrow morning, although the speakers and guests will be getting together for a welcome dinner later this evening. Let’s take a quick look at what they can expect to be discussing over the next two days.
The focus is on interactions, because every interaction matters whether it is human or digital. We are all aware that the modern customer journey is more complex than ever and one result of this complexity is that customers engage with brands more often. This creates many more opportunities to impress the customer with a great experience – or in some cases, more chances to get it all wrong.
The various sessions at the forum are focused on five key themes: innovation, employees, channels, customers, and privacy. An expert in that field will introduce each of those themes before our moderator facilitates further discussion.
Each INNOVATION matters
Our expert is Frank Keienburg, Head of Player Experience at Supercell. Together with an internal team of 30 individuals, Frank provides services to 100 million daily active players of Supercell’s games across the globe. An uncompromising mix of trust, empowerment, technology, and a healthy dose of skepticism in regard to business standards fuel him.
Each EMPLOYEE matters
Our expert is Carolyn Blunt, Managing Director at Ember Real Results. Ember Real Results is an organization within the expert customer management consultancy, Ember Group, which works with contact centers to improve performance through world-class training, coaching, and learning - identifying opportunities to enhance customer experience and sales while creating efficiencies. The pragmatic and interactive solutions deliver lasting real results.
As an industry writer and speaker, Carolyn was voted Most Respected Person in the UK Contact Centre Industry 2012-2014 by readers of Call Centre Helper Magazine, and is co-author of the book “Delivering Effective Social Customer Service.”
Each CHANNEL matters
Our expert is Dr Nicola Millard, Head of Customer Insight & Futures at BT Global Services Innovation Team. Nicola received her PhD in Motivational Technologies in Contact Centers from Lancaster University in 2005 and published her first book in 2009.
She is an award-winning presenter, with two TED talks and hundreds of conference panels, chair designations, and keynote sessions under her belt. She regularly pops up on radio and TV around the world, and sits on a number of award panels.
Each CUSTOMER matters
Our expert is Steven Van Belleghem, an expert in Customer Focus in a Digital World. Steven is a co-founder of consultancy firm, Nexxworks and of content creation company, Snackbytes. He is the author of four bestselling books, Steven’s first title, ‘‘The Conversation Manager,’’ won the award for Most Innovative Marketing Book of 2010. ‘‘When Digital Becomes Human’’ won Best Marketing Book of 2015 and his most recent book, ‘‘Customers The Day After Tomorrow’’ has been nominated for Best International Business Book.
Each PRIVACY matters
Our expert is Dale Sunderland, the Irish Deputy Data Protection Commissioner. Dale was appointed Deputy Commissioner for Data Protection in May 2016. He is responsible for the Multinational Supervision and Technology, and Policy and Engagement functions of the Irish Data Protection Commission.
The former Head of Communications at Ireland’s Department of Justice and Equality, Dale has also held various positions at that department, working on immigration and international criminal justice and policing policy, corporate governance, and international and parliamentary affairs. He holds graduate and postgraduate honors qualifications in Business Studies and Public Management.
This is going to be an exciting event full of insight into customer interactions. In addition to the speakers mentioned, we will also have time to analyze some case studies from Praxidia (the management consulting specialists owned by Teleperformance) and the BNL-BNP Paribas Group.
If you are not in attendance, during the event we will be regularly publishing blog commentary to our “Global Blog” company page, which will re-cap the forum discussions and shorter comments featuring highlights from the speaker presentations via our Teleperformance Global Live Twitter feed. Please use the links here to follow all our social content, get involved and feel free to engage.
Publish Date: October 17, 2018
VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.
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.
|4.)||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.
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-...
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.
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.
InTone Suite - Emotion Detection via Voice Analysis
InTone™ is a voice analysis tool geared to detect genuine emotional and cognitive reactions regardless of the speaker’s language or chosen intonation.
It integrates into existing contact center environments and provides realtime indications of both client and agent emotional reactions throughout all ongoing calls. This unique set of indications assists managers and call center representatives to truly understand the client, improve call center performance, easily detect angry calls, elevate training efficiency and provide a tailored customer experience in every single call.
Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
|9.)||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
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...
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