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Article : Sage Pastel Accounting on Contact Center Awards

What made you enter the 2013 awards in the first place?
At Sage Pastel Accounting we continuously aim to function as a world class Contact Centre and provide our customers with an extraordinary customer experience on every interaction we have with them. By attending the Best Practices and Networking event and by competing against world class Contact Centres in the EMEA regions will not only assist us to benchmark ourselves against these top Contact Centres but also to gain Best Practice ideas to further enhance our service delivery.?

What were you hoping to achieve in the process? Was it recognition? Benchmarking? Something else or a combination of things?
We had several objectives we wanted to achieve. Firstly for Benchmarking purposes, secondly innovative ideas that could enhance our customer experience when calling our Contact Centre and then lastly definitely for recognition purposes as well. By winning the Gold Medal for Best Help Desk it proves to everyone in our Contact Centre that the hard work and dedication put into every single day is worth it.

When you were invited to be a finalist, what was your reaction and how did you share this with your co-workers?
We were really excited about the news and we knew that it’s the first step in achieving our objectives we set out to achieve when we decided to enter for the awards. We have a monthly meeting where the entire company is present. The Contact Centre was congratulated by our Managing Director, Mr. Steven Cohen. That definitely already made every member of the Contact Centre extremely proud.

You were asked to prepare a presentation, how did you decide what to include and what to share?
Preparing the Presentation was equally as fun as it was challenging. It’s an excellent opportunity to reflect on your Contact Centre successes and initiatives and it made me realise that we truly run a World Class Contact Centre. It made me feel extremely proud of everything we’ve achieved in the past year. What made the Presentation’s preparation challenging was to decide what needed to be included and what not because everything we do is valuable but you only had 15 minutes to share your ideas and thoughts. It was a lot of time and effort spent on it and well worth it in the end. Gold!

Can you share with our readers a couple of ideas you presented at the conference and how you apply those in your center?
I don’t want to give too much details away. I would like to share a lot more details at the Conference in Las Vegas instead. www.contactcenterworld.com/conferences. For details about our awards, www.ContactCenterWorld.com/worldawards
As a sneak peak I’ll provide you with one example.
The Technology you use in your Contact Centre should be aligned to how it affects your Customer’s experience. An example of this within our Contact Centre is our IVR system. We have Customer Pin numbers for every customer and we use this to categorise and identify our customers when they call the Contact Centre. Customers calling more than once in the same day are categorised as a higher priority with a potential recurring problem and they will be routed to the front of the queue to a more senior consultant. Our agents answering these calls get an automatic screen pop with the customer’s details pre-populated in order to save time and effort from the customer’s point of view.

How did you feel about sharing with your peers – including those competing against you?
The Conference and Awards are not just about competing and winning awards. It’s about sharing Best Practices and building a solid network of Contact Centre Professionals. It’s an event to promote the Contact Centre industry as a whole and to showcase and celebrate the Industry. In South Africa I don’t feel that the Contact Centre Industry carries the same prestige as in other countries. I feel that the Conference as a whole will help us promote the Contact Centre Industry in South Africa more and prove that it’s a lucrative career for young individuals to pursue.

How would you describe the value of the conference to someone who has never been before – especially someone coming just to hear best practices?
The fact that you hear from Contact Centres from all over Africa, Europe and the Middle East should already give you an idea of the wide spectrum of Best Practices you expect to gain. Something that truly inspired me personally was the passion and enthusiasm of all the Delegates at the Conference. It’s an experience I’d like all Contact Centre Professionals and Agents to experience as it just makes you feel so proud and inspired to be part of a Contact Centre.

How did you feel before and after presenting?
I had mixed emotions on the morning of my first presentation as it was the first time I ever presented or participated at such an event. I was definitely nervous but at the same time felt extremely confident and excited to do my presentation. I’m a very competitive individual and I remember telling myself "Make it happen" when I stepped onto the stage.
I was definitely relieved and even more excited after my presentation. I think realising that it was over and a success made me feel a sense of accomplishment and I felt proud to represent my company.

What do you think makes this award process valuable?
The award process brings multiple valuable aspects into play. The recognition your Contact Centre receives is more valuable than anything else you can imagine. As a Contact Centre Professional you build an International Network of Professionals who can support you and offer opinions on any new challenges you face in your Contact Centre. The amount of experience around you amongst all of these Professionals are invaluable.

How did you celebrate your win at your company?
Apart from all the hugs and congratulation emails from my colleagues we again were congratulated by our Managing Director at our monthly company meeting. Our CEO of Sage South Africa also came to personally congratulate our Contact Centre.

How has entering and winning this award changed your company and motivation?
By winning the Gold Award for Best Help Desk it confirms that the Contact Centre is headed in the right direction and that all the hard work pays off. This has motivated everyone in the Contact Centre to perform even better and now to raise the bar to new heights. The recognition and sense of accomplishment has filtered down from Top Management to Agent level and it’s raised energy levels and morale immensely.

Now you are eligible to compete against the Best in the World in Las Vegas – how do you feel about that and how are you planning for this?
We are extremely excited about the prospect of competing at the Best in the World event in Las Vegas. We believe that we are good enough to win Gold at this event as well and all that is required is to bring our best presentation to this event to make this possible.

We are using the presentation and information from the EMEA Regional event as our base but we will be enhancing and improving this to meet the standards at the Best in the World event. You can definitely expect the best and one amazing presentation at the event. Sage Pastel Accounting are definitely "the new kids on the block" in the world arena but we are ready to Rock and Roll in Vegas.

Any final comments you would like to share about the whole process?
As a first time attendee, I would strongly recommend anyone in the Contact Centre industry to attend the Conference. I believe this experience will transform the way you think about and see Contact Centre’s as a whole.


About Sage:
Company LogoSage is a FTSE 100 company in the North East. Even though we've become a global company, we're still rooted in the North East, with our head quarters in Newcastle where around 1,500 of our people work. 6.2 million companies around the world use Sage products and services across 100 countries. We’re a company that lives and breathes business. Not just our own, but our customers’ businesses too. What makes us different is our people and our passionate commitment to doing what’s right for our customers, going the extra mile and exceeding their every expectation. We do this because we care. Because we care about business. Because we want our customers to be successful and to be able to do things the way they want to do them. We live and breathe business. Every day. That’s what we do.
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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 - Where Is The Problem?

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

Published: Thursday, August 8, 2013

Printer Friendly Version Printer friendly version

2021 Buyers Guide Artificial Intelligence

Page: 12
1.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.

2.) 
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.

3.) 
Balto Software Inc

Real-time call guidance and post call data analytics
Balto Software is a provider of real-time intelligent call support and coaching. Our software solution leverages artificial intelligence to listen to both sides of a call and deliver mission-critical information and feedback to sales representatives immediately. Our solution is fully customizable and our current customers include sales teams and customer service groups in sectors ranging from debt collections to healthcare and home improvement.

4.) 
Consilium Software

Consilium UniChAI™
Contacting customer service can often be a challenging experience with waiting on hold forever being one of the top reasons for client dissatisfaction. Furthermore, repeating information that was already provided to a chat agent, and generally spending too much time getting answers to questions can all lead to a lengthy, and often frustrating, customer journey. With unlimited scalability, enterprise-level security, and best-in-class data privacy features, UniChAI™ is a conversational AI platform which is playing an important role in improving some of these aspects of customer experience (CX) through chatbots – which are intelligent and natural-language virtual assistants meant to augment a c...
(read more)

5.) 
ContactEngine

ContactEngine
ContactEngine connects conversations across entire customer journeys with One Voice delivering exceptional CX and demonstrable business value for organizations around the world.

ContactEngine provides proactive customer service by helping your customers through the channels they’re most comfortable with. It aims to contact your customer before your customer contacts you.

6.) 
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)

7.) 
eGain Corporation

eGain Knowledge+AI
eGains omnichannel customer engagement solutions power digital-first experiences for leading brands. Infused with AI, machine learning, knowledge and analytics, our award-winning platform helps clients automate and optimize customer journeys via virtual assistance, messaging, social, mobile, web, and contact centers.

8.) 
eGain Corporation

Automate the routine and boring and augment the interesting with eGain AI (Artificial Intelligence). eGain is a pioneer in AI for contact center customer service and customer engagement and has developed cutting-edge technology as also best practices and proven use-cases over the last two decades. eGain’s patented Case-Based Reasoning (CBR) technology, called Guided Help, is a simple but powerful AI technology used to find answers to customer issues, and for process guidance and decision making. Along with Knowledge and Analytics, Artificial Intelligence forms the core of the eGain Customer Engagement Hub platform and its omnichannel and digital-first capability.

9.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

10.) 
Eudata

Convy.AI
Scale up your business using Convy AI, the artificial intelligence that acts like a human helping enterprises to better interact with their clients and agents to be focused on the value added transactions.
Convy.AI is used to support, entertain and simplify the experience of million of customers every month.
Convy.AI understand natural language (but supports also button based UIs), simply integrate many front end (chat, email, whatsapp, IVR, Alexa, google home, ...) and it's zero code admin interface enables everybody to manage conversations.

11.) 
ExecVision

ExecVision is a conversation intelligence platform built to drive human behavior change which positively impacts individual, team, and organization performance. The software ingests, transcribes, and analyzes conversations to provide actionable insights for coaching, upskilling, and more informed decision making. Sales, QA, customer success and support teams use ExecVision to create a consistent experience across the customer journey.

12.) 
Koopid

KoopidAI
Most customer-facing interfaces make it the end user’s job to figure out how to navigate and find their way to where they need to be. This is true of websites and mobile apps as much as it of touch-tone IVRs. The interface is usually designed for the most generic of uses; and because making changes is expensive and time-consuming, these interfaces tend to be inflexible with regards to evolving times, use cases or user needs.

AI can help create user interfaces that are adaptable and personalized. Advances in Conversational AI make it possible to interact with the user in natural language. Many IVRs are being re-configured to work this way and businesses are also introducing text-based cha...
(read more)

13.) 
LivePerson

Automate up to 70% of messaging conversations on your website, SMS, Facebook Messenger, Apple Business Chat, WhatsApp and more. LivePerson has a complete solution to create, manage, and optimize bots for businesses of all sizes.

14.) 
Mediatel Data Srl

Contact Center Solution AI-Driven
Mediatel Research and Development team developed Artificial Intelligence Engine, part of the Contact Center platform, suitable for vocal interactions using Natural Language Processing modules and digital interactions, used in chat sessions, for chat bots, email management for email dispatching or text messages.

15.) 
MFE International

Oracle Digital Assistant
The next generation state-of-the-art text and voice AI Chatbot . No coding required.
Reduce call volumes by 30-60%. Reduce waiting times

16.) 
Navedas

CSAT.AI
CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

CSAT.AI measures if the customer’s questions were answered, how empathetic was your agent and the customer’s sentiment to predict a CSAT score without pesky surveys, all in real time. QA is modernized and the CX game is improved - no matter if your agents are at their home or your office.

17.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

18.) 
Vads

VADS Smart Chat Assistance
VADS Smart Chat Assistant is a computer program that conducts a conversation via auditory or textual methods.

VADS Smart Chat Assistant is an artificial intelligence (AI) program that simulates interactive human conversation using key pre-calculated user phrases and auditory, visual, and text-based signals.


Benefits :
- Reducing operational workload
- Increase customer engagement and customer experience
- Save on operating costs
- Provide insight into the customer

19.) 
Summatti

Analysis that empowers your business
Get actionable insights from all your customer interactions

20.) 
Synthetix

The new paradigm in customer engagement, the Synthetix Chatbot can generate new revenues as well as resolve customer queries. Our AI-powered chatbot technology doesn't wait until your customers want to contact you – it offers help and assistance from the moment they interact with your brand, qualifying them based on their needs, working with your CRM to personalise their experience, creating leads and tactically escalating them to the most appropriate contact channel.
 
Page: 12

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