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Article : Great Expectations, High Hopes & Passionate People - A Winning Formula!

Entering the 7th Asia Pacific Top Ranking Performers Conference and Awards (2012) with great expectations and high hopes, we as a company aspired to put the Philippine archipelago in the map of ContactCenterWorld, with a significant industry award that would recognise the Philippines as the new capital of contact centres:

"India, where offshore call centers first took off in a big way, fields as many as 350,000 call center agents, according to some industry estimates. The Philippines (with about 400,000 call center agents), which has a population one-tenth as big as India’s, overtook India this year, according to Jojo Uligan, executive director of the Contact Center Association of the Philippines." – Source: The New York Times, Article by Vikas Bajaj (correspondent for The New York Times), Published on November 25, 2011.


Jeff sharing his best practices

We understand that the Annual Top Ranking Performers Conference and Awards is considered the Olympics of contact centres and contact centre professionals. As such, we felt this is one great opportunity to for us to honour the country where we operate in. Our company highly values corporate citizenship and social responsibility. Thus, this is our primary motivation in participating and competing internationally at the 7th Asia Pacific Top Ranking Performers Conference and Awards (2012).

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Furthermore, we fully believe that participating and winning in this prestigious event will not only lead to greater local and international marketability and enhanced client relationships, but this outstanding experience of sharing best-in-class contact centre ideas and practices will also further enhance our operational outlook.

Coupled with this strong motivation, we dedicated a substantial amount of time and effort in collecting business data and writing the entries for the award categories we intended to participate in. Three company entries (Best Large-size Contact Centre – Outsourced, Best in Customer Service and Best Help Desk) and seven individual entries (Best Contact Centre Operational Manager, Best Contact Centre Supervisor – 2 entries, Best Quality Auditor, Best Trainer, Best Support Pro-IT and Best Customer Service Professional) were successfully submitted to ContactCenterWorld on January 31, 2012.

With more than 1,500 entrants from around the world this year, a per region short listing was made by over 50 judges who run contact centres across EMEA, the Americas and Asia Pacific. The official shortlist was announced on February 24, 2012 and further ahead as the conference agenda took form, the finalists who were deemed the best in the region were selected and announced to present and compete at the Asia Pacific Top Ranking Performers Conference and Awards in Singapore. These chosen delegates came from Japan, China, Australia, New Zealand, Thailand, Hong Kong, Malaysia, Indonesia, Fiji, Singapore and the Philippines. Not only eight out of our ten entries made it as finalists; we were also the only selected entrants and recognised finalists from the Philippines. We then received the awe-inspiring result and acknowledged the challenge of competing internationally at this momentous event.

Preparing for the event itself, we dedicated a substantial amount of time and effort in planning, scheduling and executing the activities associated with this significant endeavour. We drafted our individual presentation and collaborated on its contents and value one at a time, whilst we carefully reviewed and applied the guidelines set by ContactCenterWorld. Aligned by a well-structured and objective brief document provided by ContactCenterWorld themselves, we had ensured strict compliance with the presentation guidelines.

For two months, we scheduled and attended a 3 to 4-hour presentation workshop that is weekly recurring. At the workshop, we tackled up event updates on a regular basis to ensure everybody in the team is on the same page; we individually presented in front of an internal corporate audience week after week after week, and sought constructive feedback/criticism after each presentation. Those months of preparation had been a rollercoaster ride for us, as we encountered dozens of obstacles and challenges along the way.

To name a few:

  • At first, we found it very challenging to find a suitable schedule and work it out to make things happen.
  • One co-finalist/presenter was hospitalised and unable to participate at the event – reason being, we only participated in 7 award categories instead of 8.
  • From the initial PowerPoint presentation drafts, we had to make a lot of changes and revisions as we progressed – and as the slides were revised and changed, so did our individual presentation approach and delivery.

With hard work, concentration and despite of the challenges we had, we remained dedicated to the preparation activities whilst we also balanced our individual duties and responsibilities at work. Each of us did a lot of practice presentation at home and during our free time. We did our last presentation workshop on the first week of July, 2012. As we took pride and honour in being the only selected entrants and recognised finalists from the Philippines, we had decided to present wearing the traditional Filipino formal wear, the Barong Tagalog. We felt that wearing the Barong Tagalog in a foreign land as we represent the Philippines and our company in a global industry competition would be priceless indeed.

At the conference proper, we individually presented with passion, conviction and the thought of value that other delegates may take home our professional tips and key points, as we share our best contact centre ideas and practices on stage. The timer, Q&A session and the overall ambience were amazingly stimulating. We were also very pleased and excited about the event’s networking activities and breakout sessions. They were very engaging and productive.

During the Awards Night and Gala Dinner, the gold, silver and bronze medal awardees were announced. We were truly honoured to be awarded four gold medals and ranked number one in Asia Pacific for Best in Customer Service (PCCW Teleservices Philippines, Inc.), Best Contact Centre Operational Manager (Jefferson Opendo), Best Quality Auditor (Archivald Ramos) and Best Customer Service Agent (Bernie Role); two silver medals and ranked number two in Asia Pacific for Best Large Contact Centre – Outsourced (PCCW Teleservices Philippines, Inc.) and Best Help Desk (PCCW Teleservices Philippines, Inc.); and 1 bronze medal – ranked number three in Asia Pacific for Best Contact Centre Supervisor (Ralph William Pangilinan). It was indeed a meaningful learning experience for each of us and perhaps, the most valuable contact centre conference there is.



We all came back home to Manila with renewed vigour, as we felt that our months of hard work and dedication had paid off. Our family, colleagues, friends and relatives were very glad and proud upon seeing us back in town. Overwhelming greetings and words of congratulations poured in from the people around us, and we just couldn’t stop telling them stories about the fantastic experience we had at the conference in Singapore. A press release article was written and published. An official announcement was made. Online topics, posts on social media channels, blogs and forums on the Asia Pacific Top Tanking Performers Conference and Awards 2012 were trending across the cyberspace.

For us, it was such a glorious victory for our nation and the company that we serve – a legacy that would truly inspire people to aim, work hard and drive business excellence that would further validate why the Philippines is cited as the new capital of contact centres.


About PCCW Solutions:
Company LogoPCCW Teleservices is a global contact center and business process outsourcing (BPO) provider skilled in all facets of voice and non-voice customer services, technical support, sales, retention, and other business processes. Our 24/7 operation, supported by technologies, management practices and operational processes, contacts customers in languages that make up over half the world’s population. Our flexible business model is designed to meet client requirements and maximize opportunities from every contact. Leading local and Fortune 500 companies have aligned with our network of multi-channel contact centers throughout Hong Kong, mainland China (Shanghai, Beijing, Guangzhou, Chongqing, Shenzhen), the Philippines, United States, Panama and UK to meet today’s challenges; bringing in benefits to improve service quality and customer satisfaction, increasing revenue generation and cost efficiencies and strengthening market competitiveness.
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About PCCW Asia:
Company LogoPCCW Teleservices is the successful contact management outsourcing business of its publicly-traded parent company, PCCW Limited. Operating one of Asia's largest 24-hour, multi-channel contact centres via hubs in mainland China, Hong Kong, the Philippines, the USA and Panama, the company designs and implements customer strategies for local and multinational clients globally. PCCW Teleservices offers a wide array of skills in multiple languages to service more than 80 million customer contacts annually. With nearly 20 years of experience in running contact centres, PCCW Teleservices has helped its clients worldwide by providing end-to-end total BPO solutions that meet the sophisticated needs of the local and international business community.
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Today's Tip of the Day - Selection Systems

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

Published: Monday, September 3, 2012

Printer Friendly Version Printer friendly version

2022 Buyers Guide Speech Technology

 
1.) 
Premium Listing
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.


2.) 
Aculab

VoiSentry
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.

3.) 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.

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.

5.) 
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)

6.) 
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.

7.) 
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.

8.) 
Medallia

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.) 
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.

10.) 
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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