The rise of social media over the last decade has been phenomenal. Popular social media platforms, including Facebook, Twitter, and Instagram have truly made their mark in everyday life, a life highly influenced by everything digital—with just a click, they can all serve as a way to keep everyone in touch with friends, family, and loved ones.
Social media has also become a vast avenue where brands can promote and sell their goods and services to their customers. Combine this with the evolving technology boasted by smartphones and apps, the result is the powerful consumer with high expectations—they demand attention, care, and meaningful interactions with brands.
In a world where connectivity is prioritized more than ever, customers expect easy access. Response times are expected to be shorter, almost instant, and failing to provide them with answers—even just an acknowledgment that they have been heard—can cripple a brand. Utilized properly, social media can become a tool for companies to be present and be highly accessible.
Another customer expectation brands need to exceed is the need for speed. No, not that kind of speed where burnt tires and gravel are involved of course—this is the kind of speed where response rates are of the utmost importance, because they can positively impact the customer experience. A study by Sendible Insights showed that 32% of customers expect a response within 30 minutes, with 42% expecting a reply or acknowledgment within an hour. This means brands must keep up with their customers’ pace—the faster the better, in order to get those responses quickly to their customers.
Finally, customers expect a personalized customer experience. Nowadays, brands must take a moment to address customers’ need for interactions that are humanized. Empathy, sincerity, and emotional intelligence are the building blocks towards connecting better with customers.
Teleperformance has recognized the value of blending technology with empathy. For over four decades, we have helped companies and brands exceed customer expectations through our methodologies, omnichannel solutions, and tools. Our technology which utilizes automation, chatbots, social media, and robotics among many others allow our processes to be accurate, accessible, efficient, and fast. More importantly, our people are at the heart of it all—by providing people-centric training that aims to develop both technical and soft skills, we continuously create meaningful interactions in order to help you connect better with customers.
Contact us now to learn more about our services.
Publish Date: February 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.
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.
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.
PH: 01442 458300
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
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.
|8.)||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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