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Article : Challenges In Implementing a Multi-Channel Contact Center

Giving your customer the freedom of choice when it comes to communication is a guaranteed way to make those customers happy. But as more channels of communication open up and become available, the contact centers that integrate them are faced with new sets of challenges that can cause nightmares…

Andrej Carli
Business Unit Manager
Bizmatica Sistemi Spa
Italy

"Basically the skill could be very different for answering in written way that over the phone, si it is better to have dedicated group. The best optopn is multimedia queue with a good tuning of preferences, skill and priority."

 
Karen Wenborn
Contact Centre Manager
Screwfix Direct Ltd
United Kingdom

"Distribution of workloads to meet service levels"

About Screwfix Direct Ltd

Screwfix Direct Limited operates as an online supplier of trade tools, fixings and accessories, and hardware products in the United Kingdom. Screwfix is the UK's supplier of tools, accessories and har... (read more)
 
Ertugrul Bayrakci
It Development Manager
Türk Ekonomi Bankası (TEB)
Turkey

"We will establish a collaboration back and front office operations. We can report and monitor each channels activities. So we will give better service to our customers."

About Türk Ekonomi Bankası (TEB)

Türk Ekonomi Bankası (TEB), a financial institution in the Turkish banking sector, started its banking activities in 1927. With its ever-expanding branch network and wide range of products and ser... (read more)
 

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2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE


Content continues ….

Mireille Welter
Call Center - Manager
Luxair
Luxembourg

"Optimizing the organization (structure) of the call center, training of the agents"

 
Fanti Holtzhausen
Group Manager
Old Mutual
South Africa

"Technology, system development - integrating call centre technology with our opperational systems."

About Old Mutual

Old Mutual is a leading international long-term savings, investment and protection Group.
 
Melissa Booth
President
United States

"It was shockingly easy."

 
Aneeq Hashmi
Team Lead
Pronexus Inc.
Canada

"We needed to find a CRM that we could port all of our data sources to and track tickets unilaterally instead of manually collecting call results and entering them into our legacy CRM. We also needed IP phones and Asterisk server to tie in Agents available via SIP , Skype connectors, and traditional TDM Voice and Voicemail."

About Pronexus Inc.

Pronexus is the creative force behind VBVoice, recognized as one of the most seasoned and powerful IVR development toolkits available today. After 20 years of consistent innovation and technological a... (read more)
 
Susan Reisinger
Operations Manager
United States Navy
United States

"We need a new and updated ACD to integrate these streams and assign to next available agent."

About United States Navy

Founded in 1975, AMERICAN SYSTEMS is one of the largest employee-owned companies in the United States, with approximately 1,500 employees nationwide. Based in the Washington, D.C., suburb of Chantilly... (read more)
 
Karen Freeman
Assistant Director, Customer Service
American College of Healthcare Executives
United States

"Integrating all the channels seamlessly and simplying steps for staff. If we have all of these channels then it just makes the agent work harder sometimes not smarter. They have to do more which lends to more things falling through the cracks."

 
Sana Stephens
Director, Account Management
MPI
United States

"Workforce management to ensure resources are available to answer different channels types."

 

About ContactCenterWorld:
Company LogoContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 205,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999.
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Today's Tip of the Day - Every Contact Counts

Read today's tip or listen to it on podcast.

Published: Thursday, December 10, 2009

Printer Friendly Version Printer friendly version

2021 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.

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.

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.

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)

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.

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.

7.) 
Nemesysco

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

9.) 
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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