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EXECUTIVE MEMBER
Ikhwal Sidiq
Assistant Manager Trade and Remittance Services
408
MEMBER
Richard Roberts
Adviser and Consultant
18
EXECUTIVE MEMBER
Selin İcer
Quality - Training & Academy Director
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Thamer Noori
Director of Industrial Security and Safety Dept.
13

Article : Live Agents - Will We Ever Totally Replace Them? Part 2

With new technology being developed and unveiled on a daily basis, ContactCenterWorld.com polled some of its members and asked if they could ever dream of the day when Live Agents would become obsolete.

Christopher DeVany
President
Pinnacle Performance Improvement Worldwide
United States

"I don't think we will ever totally replace "live agents", because the base "unit" of our business, if you will, is human beings. Let's face it, as convenient as automated technology is, we still prefer a human being because human beings can make judgments based on human criteria in addition to real data, and computers cannot."

About Pinnacle Performance Improvement Worldwide

Since 1994, Pinnacle Performance Improvement Worldwide has been helping organizations to improve performance, with a focus on management and organization development.
 
Hennie Lange
Operations Manager
Sanlam
South Africa

"In my opinion no. Human beings have throughout the millenia relied a lot on social interaction. It is highly unlikely that this phenomenon will change redically in the future and as a result we can epect a large portion of the population to want to continue interacting with another human being when confronted with the need to address a problem."

About Sanlam

Sanlam was established in 1918 and is a leading financial services group in South Africa. It demutualised in 1998 and is listed on the JSE Securities Exchange in Johannesburg and on the Namibian Stock... (read more)
 
Andrew Peel
Service Delivery Manager
Datacom
Australia

"The majority of customer interactions will continue to require the "human touch" regardless of technology advancements in IVR, speech recognition and avatars. While bank transactions & information services can be automated, the majority of customers calling contact centres have complex service requirements that need human intervention and understanding. We also know from the large amount of customer feedback information available that customers prefer to speak to people rather than machines."

About Datacom

Datacom is one of the largest Technology Service Company's in Australasia region. We have a 40 year history specialize in delivering a brand customer experience for leading global Technology companies... (read more)
 
John Torres
Sr. Vice President
American Stock Transfer & Trust
United States

"This is a prime example of technology needing to exceed customer expectations. The need for live agents will continue to be reduced as tier zero service expands. Ultimately, customers will always need someone, an agent, to reassure them emotionally."

About American Stock Transfer & Trust

American Stock Transfer and Trust Company is a large independent stock transfer agent in the United States.
 
Lynn Stephen
President
Canada

"I do not belive we will ever replace them, in fact when you listen to customers that have used a contact centre, they are delighted if there is a live agent. I believe the trend will be to see more live agents and that organizations, in order to minimize the number of live agents, will need to develop proactive approaches so there is no need for the customer to contact the centre as frequently. I.E. More information available on-line, in the opening message of the contact centre, effective processes that minimize concerns for the customer, a stronger communication and relationship with the franchise or branch offices so they can make decisions without them escalating.

Regarding outbound calling, I believe it will continue, and there is a need for it. The privacy laws will hurt this, but there are ways around it, by sending out email and/or mail based invitations for customers to call or go online to conduct the business they are interested in and following this up aggressively. Acquisition marketing will play a key role in this. Target just people that are interested in the services/products. I do not believe this is being effectively used in most business sectors presently. This cost effective approach needs to be examined more by the industry. Instead of just working with generic lists, names need to be strategically qualified as to what interest they may have in the offerings. This can be accomplished quite easily through acquisition marketing. "

 
Telesa Wilson-Finney
Correspondence Supervisor
Xerox
United States

"I think the live agent can never be totally replaced. They may move from the phones to web-chats, but they can never be replaced unless the expectations of the customer change. The customer usually always prefer to speak to a live person for complex issues."

About Xerox

Xerox Corporation is a fortune 500 global document management company (founded in 1906) which manufactures and sells a range of color and black-and-white printers, multifunction systems, photo copiers... (read more)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - Keep Cost In Perspective

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

Published: Monday, October 13, 2008

Printer Friendly Version Printer friendly version

2024 Buyers Guide Analytics

 
1.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

2.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

3.) 
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)

4.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

5.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

6.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)

7.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

8.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

9.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.

10.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

11.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"

12.) 
VOIPFUTURE GmbH.

Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.

13.) 
Xdroid

Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
 

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