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Executive Interview : Abel Rebaudo From Quick Audits On The Past Year And What To Expect In 2017

#contactcenterworld, @quickaudits

Moving at the pace of technology is top of mind for Abel Rebaudo, C.E.O. of Quick Audits in the U.S. Rebaudo speaks with ContactCenterWorld.com about what he believes are going to be industry trends in 2017 in the following interview.

ContactCenterWorld:
In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
Abel Rebaudo: I think the biggest challenge has been adapting to the fast changing way humans communicate. The social media and chat revolution has created complex problems for companies, especially smaller ones to solve.


ContactCenterWorld:
Why do you believe has this been a challenge?
Abel Rebaudo: Technology is reshaping our habits and means of communication faster than the industry can adapt.


ContactCenterWorld:
In 2017, what do you think will be the top priorities in the contact center industry for each of the following: a) Contact Center Directors b) Company Executives c) IT Directors d) Human Resources Directors
Abel Rebaudo: Priorities will be as follows:
a) Understanding the fast changing landscape and leading culture change so their companies align with their clients and the end customers.
b) Balancing the new demands arising from this changing landscape with the constant renewing workforce, which also evolves at alarming rates.
c) Making a case for keeping up with technology and achieve budget allocation for it. Technology will play a major role in competitiveness and will be key in every business unit.
d) Fine tuning their strategy for offering Millennials, and digital nomads an attractive offering. Often times contact centers do not get ROI after hiring and training because today’s employees do not perform well in the traditional contact center set up.


ContactCenterWorld:
What technology do you believe will have the biggest impact on the industry over the next 12 months?
Abel Rebaudo: I believe coaching, feedback and training technology will have the biggest impact in the near future. The industry concentrated on developing telephony, CRM and social media communication technology but has neglected the development of technology to aid the development of the human factor.



ContactCenterWorld:
What impact have "external events" even had on your company, and how have you adapted your business?
Abel Rebaudo: Having part of the operation in Buenos Aires, Argentine currency policy combined with lack of devaluation created an offset in cost. We adapted by investing in short term government bonds which protected our cash flow enough to maintain a viable operation.


ContactCenterWorld:
Do you feel the service you personally get as a customer is better or worse than it was a year ago?
Abel Rebaudo: I believe service is constantly improving as companies understand its importance. I had positive experiences with American Express and PayPal, where their agents went out of their way to solve my issues.


ContactCenterWorld:
What contact center technology or other innovation excites you the most right now?
Abel Rebaudo: Like I said before, I am excited about QC and agent feedback technology. So much that I have started my own venture in that space.


ContactCenterWorld:
What has been the most important contact center related conversation topic in 2016 and what are your views on this?
Abel Rebaudo: Again, the most interesting topic for me has been the fast changing communication behavior. My view is that we must stay agile and adapt at a faster pace.


ContactCenterWorld:
Can you share a great story of service you received when contacting a contact center in the past year?
Abel Rebaudo: I contacted PayPal as I could not log in. The agent was extremely patient and helpful in walking me through every alternative to verify my identity, without compromising my account's security. I feel this agent could have opted to stop trying and his job would have been done, but he went the extra mile.


ContactCenterWorld:
What do you think will be the buzz word / focus for the contact center industry this year?
Abel Rebaudo: I believe there will be a buzz in chat from different platforms and the need to incorporate new symbols like emoji to our formal transactions.


ContactCenterWorld:
Regarding the change in governments in places like the US and the Philippines - do you see this is good or bad for the contact center industry in those countries and why?
Abel Rebaudo: I am not optimistic about changes in the U.S. government as I feel the new administration will attempt populist measures, disregarding collateral damage and I feel the contact center industry will suffer from it.


ContactCenterWorld:
Lastly, what do you think 2017 holds for the industry? (Good or bad and where/how etc.)
Abel Rebaudo: I think 2017 will be a difficult year for the industry. The world seems to have a job crisis and consequently some radical political whiplash which will negatively affect us.

#contactcenterworld, @quickaudits


About Quick Audits:
Company LogoQuick Audits provides a solution for quality control in Contact Centers, that gives different members of your company, key information in real time.
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Today's Tip of the Day - Measuring Performance

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

Published: Monday, January 23, 2017

Printer Friendly Version Printer friendly version

2020 Buyers Guide Speech Technology

 
1.) 
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.
PH: +1 (512) 333 4634

2.) 
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.
PH: +1 512-872-7565

3.) 
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.
PH: 8005771872

4.) 
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)
PH: +61404697151

5.) 
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.
PH: 01442 458300

6.) 
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.
PH: +91 99026 10044

7.) 
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.
PH: +972-9-9605894

8.) 
Voci Technologies Incorporated

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
PH: 412-621-9310

9.) 
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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