In 2013, Domino’s Pizza increased the amount of social media volume it handled by 128% over the previous year. The key to this dramatic improvement in customer interaction is Astute SRM, a social media management tool from Astute Solutions.
Real-time Interaction Brings Customer Praise
"Astute SRM makes it much easier to find and engage with customers just as they’re getting ready to order a pizza, so our contact center is becoming a real-time marketing operation" said Terri Haffey, manager of customer care at Domino’s Pizza. "When customers Tweet, ‘Who should I order pizza from today?’ we’re able to quickly see and react to that and win the sale."
Astute SRM automatically searches for hundreds of Twitter key words and constantly monitors the Domino’s Facebook wall to find posts that need attention – which is on average less than 3% of total volume. Before it began using Astute SRM, Domino’s agents manually sorted through social media posts to weed out the other 97%, a time-intensive and inefficient exercise.
"Faster interaction means higher praise from our customers," Haffey said. "It’s amazing how much praise that we can now show is coming in through Astute SRM."
Contact Center Efficiency
Astute SRM works well with the Domino’s CRM tool, ePowerCenter, which is also from Astute Solutions. The compatibility of the two saved time and made Domino’s more efficient in the contact center. In addition to the 128% increase in social traffic handled, Domino’s has also reduced handling time by 53%. Social cases are often handled in less than 5 minutes, instead of the 15 minutes needed when Domino’s managed social cases manually. This freed time to focus on the precision marketing that drives sales with individual customer groups.
Crisis Mitigation With Major Influencers
When something happens to diminish the customer experience, speed is just as important. So when Astute SRM finds one of Domino’s preselected "alert" keywords, it immediately notifies the team, even if they aren’t logged in at the time.
"Astute SRM allows us to hear the social media concerns and intervene quickly to make things right, even on nights and weekends. That has a big impact on long-term customer loyalty," Haffey said.
Sometimes, that criticism comes from major influencers, who can have a huge impact on the brand. Celebrities such as Gail King (800K Twitter followers), Suze Orman (1.5M Twitter followers) and Miley Cyrus (17M Twitter followers) have all Tweeted about Domino’s recently. Astute SRM intercepted the conversation in each case. Domino’s responded quickly to turn these critics into high profile social media endorsers.
"When a big name calls out Domino’s, for good or bad, Astute SRM allows us to respond quickly," Haffey said. "It doesn’t matter if it’s in the middle of the night or on a weekend – our high influencer alerts come in from Astute SRM and we’re able to manage a rapid response."
About Astute Solutions:
Astute Solutions helps consumer brands drive loyalty throughout the customer journey with the world's smartest consumer engagement software. Consumers want to talk to their favorite brands like they talk to their friends, instead of being forced to communicate through stiffly structured interfaces. Astute Solutions’ blend of leading edge technologies makes this possible, eliminating friction during every customer interaction.
Published: Wednesday, December 31, 2014
|1.)||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.
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.
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.
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-...
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.
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.
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
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.
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...
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall