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Article : Global Win for OCIS at Contact Center World Awards

Las Vegas – At the 2010 Best Practices Conference – The Top Ranking Performers in the Contact Center World – delegates and presenters from 30 nations around the world shared best practices. Delegates heard from the top 3 Human Resource professionals in the contact center world about their style, methods and results. After winning the Asia Pacific gold medal, Lene du Preez represented OCIS in the HR category and competed against other regional winners from across Europe and America.

Lene Du Preez is the Manager, People & Culture (Recruitment & HR Administration). The most important parts of her role are:

1. Meeting the day to day recruitment and training requirements of the business - this function is crucial because it has a direct and immediate impact on the bottom line of the business and the overall performance of the company including the company's ability to generate revenue and meet client expectations.

2. Assessing existing processes and procedures, identifying any gaps and ensuring that those gaps are addressed. This includes standardisation of processes and procedures across all three sites of the business to ensure that work is completed as effectively and efficiently as possible. This also means that risks are well managed and resources are available to focus on strategic and high value-add activities.

....NOTE - content continues below this message


INVITATION

We invite you and your colleagues to join us online as we take the highest rated industry conference online - join us and the elite in the industry at the NEXT GENERATION Contact Center & Customer Engagement Best Practices Conferences!

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....CONTENT CONTINUED BELOW
The global gold medal win places OCIS—and Australia—at the forefront of Human Resources best practice.


Lene du Preez receiving her award from ContactCenterWorld President Raj Wadhwani

CEO Heath Lee commented, ‘This win acknowledges the outstanding environment that we have created at OCIS and affirms our place as the outsourcer of choice. Our strategic plans can only see us going from strength to strength in 2011 and beyond’.

Commenting on Lene's presentation, Raj Wadhwani, President of ContactCenterWorld added "I was amazed by the passion of all the presenters in the Human Resource category - they all do an amazing job in their respective companies. Lene was superb - she did a great presentation and handled the questions flawlessly - she knows her 'stuff' when it comes to Human Resources in the contact center world. Congratulations to her for being named no.1 in the world"

OCIS extends congratulations to all other category winners; in particular fellow Australian representatives from St. George Bank, Commonwealth Bank and the Call Centre Managers Association.

The Top Ranking Performers in the Contact Center World Awards is an annual benchmarking and best practices awards program run by Contact Center World. More details of the 2011 awards which are open for entry until end of January 2011 at this link https://www.contactcenterworld.com/worldawards

The Top Ranking Performers Conference is a conference series that consists of 4 events around the world – 3 regional and 1 global best practices conference that is open for anyone to attend. More details of the 2011 conferences are at this link https://www.contactcenterworld.com/conferences

A full list showing the 2010 Global Rankings for all awards can be found at this link

https://www.contactcenterworld.com/worldawards/award-rankings.aspx?id=B1AF3648-3E6D-4B47-9219-FDE4BD016F25

OCIS was founded in Australia. A major Australian telecommunications company engaged OCIS in October 2004 as its seventh and smallest service provider. Today OCIS has grown to be that provider’s largest outsourced service partner.

In February 2006, OCIS opened the first full service international call centre in Fiji, leveraging its Australian operational expertise with the highly talented and virtually untapped Fijian workforce. This was the beginning of OCIS' expansion into the global outsource arena.
In early 2007, OCIS relocated to a new site in Australia, effectively doubling the capacity of its Australian operation.
In January 2008, OCIS acquired a Computer Assisted Telephone Interviewing facility (CATI) from one of world's largest Market Research companies. This CATI facility is located in Takapuna, on the North Shore of Auckland, New Zealand.
In January 2009, OCIS launched a new Market Research initiative by significantly expanding both its leadership team and production capacity.
Today, OCIS conducts a variety of services on behalf of its clients; including inbound, outbound, customer service, sales, data processing and market research telephone interviews.

Today's Tip of the Day - Listen

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

Published: Friday, November 26, 2010

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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