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Executive Interview : Covid-19 (Coronavirus) and Your Business - 1 year on! - Exclusive Interview With Clive Elleforde from Sovran AI

So a year on how would you describe how the pandemic has affected your company and how you work? If you can add some notes about your business to help readers understand what your center and/or company does, please add them here.
At Sovran AI we provide very specific voice-powered automation for contact centers. This has seen a great deal of additional interest in our solutions due to the effect of CV-19 around the globe. So from a positive aspect, it has increased our enquiries.

When the pandemic hit and if you had to adapt, what went well or better than expected in the change of the way you work??
Nothing changed for us as we all work remotely

Since the start of the pandemic has call, email, chat traffic increased, decreased or stayed the same? AND, how? share some details on what you have noticed
We have seen an increase in clients wanting voice and chat together which has been positive

Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
No

In the early days of the pandemic there were lots of ideas how to keep staff now working from motivated - what activities / things did you do that worked well?
Regular use of UC platforms

How often do you meet with your team / colleagues and how ? zoom? skype other ? and also how well does this work for everyone?
Several times a week

Have you found colleagues are working harder, about the same as before or maybe a little less and why do you think that? please explain
About the same

Longer term do you think you may continue working like you do today or do you think you will get back to like it was before the pandemic hit us all?
Yes

If the pandemic did not really affect you tell us why - what made it a non event for you?
We already work remotely and as with all tech companies, the key is being able to deliver. The basis of delivering all our solutions is effective over the net, so the CV-19 hasn't effected our capability

How do you now train staff? how is this method working?
UC platforms

If you had to recruit new staff, how has this worked for you? Is it easier / harder? please explain
It has been as normal for us as we use UC platforms again

What have you noticed in terms of staff turnover since the pandemic? any changes? and why do you think there has been a change (if any)
No effect

Do you think your company is now better prepared to deal with a crisis like this or any other crisis (flood, fire, earthquake, hurricane etc) if it happens in the future and if so why?
Yes

Do you think the company you work for appreciates staff more and shows appreciation more now because of the pandemic or does it feel like you get the same or maybe even less appreciation?
We are all valued at Sovran

If you manage a team - how have you coped with the change ?
No change effect for us

If you are part of a team that worked closely together face to face how do you feel now working in a different way? maybe more remotely?
No change

Many people were concerned about security of information with remote agents - how have you handled this in your business so its not an issue?
We are already secure, the CV-19 doesn't effect us


About Sovran AI:
Company LogoSovran provides hybrid NLP voice-powered automation (VPA) to business and contact centers globally in any language. Our technology enables clients to have our VPA in days, ready to deploy for both in-bound and out-bound calls. This is ideal for complex calls such as tech support, compliance, sales, booking meetings and is PCI and GDPR compliant. Our solution is unique to the market due to its capability to deliver much higher automation, increased NPS, and reducing operational costs.
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Today's Tip of the Day - Choosing a Vendor

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

Published: Friday, May 21, 2021

Printer Friendly Version Printer friendly version

2024 Buyers Guide Knowledge Management

 
1.) 
168Solution

Contact Center Innovation Channel and Digital Transformation Enabler
Providing Research, Training and Consulting related to Customer Experience Delivery, support Project Management by Unit or Corporate.
Have the ability to conduct research for specific needs.
Having deep knowledge on the Digital Interaction/Contact Center / Omni Channel / CRM various Stakeholder and Emergency Response ecosystem in Indonesia.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

3.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

4.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

5.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

6.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
 

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