In the May 2010 General Election, the Conservative Party achieved record gains in the number of seats won. At the heart of Conservative Campaign Headquarters (CCHQ), a powerful Altitude interaction management solution was key in powering efforts to contact potential voters, record voting intentions and other strategic data that was then used to underpin campaigning activity.
According to Jonathan Hazzlewood, GenEVA Operations Manager, responsible for the Conservative’s call centre, the system was a huge success. "Not only did we make over a million calls in the run-up to the campaign and in the campaign itself, but the system performed faultlessly allowing us to continue calling electors up to 9.45pm on election night. Such was the ease of use of the system, we were easily able to get our volunteers making calls within a very short time."
Conservatives developed sophisticated campaign applications using Altitude Solution developer environment
The Altitude team and the Conservatives worked together in the run up to and during the campaign to develop a sophisticated campaign application using the Altitude Scripting Studio environment. This enabled the system to be set up to easily target specific seats, and to prompt the campaign caller for the elector’s views and intentions, depending on the target constituency and other factors. Additionally, a master management application was developed to populate the campaign application with relevant questions for electors, and to display constituency-specific information, such as the local candidate’s details.
As Jonathan Hazzlewood said: "Using the Altitude platform, we developed an application that was not only extremely flexible and intelligent, thus equipping our callers with information to use during the call, but also very easy to use. The fact that we were able to use a large number of volunteers, some with little computer experience, speaks volumes for the ease of use of the system."
Flexibility and ease-of-use enabled Call Centre to be used to maximum effect on Poll Day
Throughout the election campaign the information collected by the volunteers in the GenEVA call centre was automatically imported into the Conservative Party’s central Database, where it became part of a real-time view of voting intention patterns and emerging voter issues. This data then helped to influence the campaign strategy directly, enabling Campaign Managers to target their communications in the run-up to the election. On Poll Day, the call centre was in constant use, and the data collected was synchronised regularly with hundreds of online campaign centres around the country, to allow activists to focus their efforts in maximising the turnout of Conservative voters. Note that Altitude Software provided a flexible licensing model thus enabling the Party to rapidly alter the number of callers who could use the system at any time without needing to process orders for additional licenses.
Richard Woollaston, General Manager for Altitude Software in the UK, commented: "This was a unique experience for us. We worked with the Conservative Party to ensure that the right developments, licenses and support were in place to handle the flexibility the Party needed, both in terms of the number of users and the desktop application used by volunteer callers. This experience demonstrates very clearly how powerful Altitude Unified Desktop is in minimising training time for contact centre agents, equipping them with the right information so they can communicate their message clearly and record feedback accurately, and as a feed into corporate databases. I’d like to congratulate the Conservative Party on the success of their campaign."
The Altitude uCI contact centre suite enables advanced contact centre applications to increase business results and operational performance in areas such as blended multimedia services, outbound campaigns, self-service voice applications and advanced agent desktop applications. The Altitude Software suite allows organizations to use a powerful, highly scalable, customizable IP multimedia contact centre solution at a very competitive cost.
Published: Monday, October 18, 2010
|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.
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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.
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All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...
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