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Executive Interview : Covid-19 (Coronavirus) and Your Business - Exclusive Interview With Maaz Ahmad from Ebusiness Ways

What effect has the Coronavirus had on your company?
It has effected day to day operations from different aspects. as well as it has allowed absenteeism to be increased which has lowered the daily operational targets.

If you operate a contact center how have you adapted to manage the pandemic?
I have increased software support and have allowed the agents to work remotely from home or from the place of their convenience. so that they can still work however it has increased the security risks regarding sensitive information and Network Security

What recommendations can you share with others who are looking for ideas on what they can do to help manage the effects of the virus on their business?
Say it out Loud. Seek Assistance if needed. Collaborate with other similar businesses in the market Build a co working space till there is a solution to this pandemic

If you operate a center - has call, email, chat traffic increased, decreased or stayed the same since the virus emerged? AND, if its changed up or down how? and how have you managed the change?
It has been teetering and we have been able to schedule resources accordingly.When the Panic increases people call out and as for a day off, if they are made to believe that they are going to be in a safe environment they trust and show up. Employee health is the top priority at the end of the day

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 it was taken as a rumor initially and was ignored until news media outlets started talking about it.

If you can add some notes about your business to help readers understand what your center and/or company does, please add them here.
I am Providing Management Consultancy to a Contact Center which is a Sales and Promotion Campaign for US Solar Energy Suppliers and Sellers of Cable TV Phone and Internet. My responsibility besides Management Consultancy is to Head Human Resource and Training Department.

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Lastly, any other comments or opinions you can share about the effects of this virus on your business or the people working in your company?
Well So Far the fear factor has been hyped besides medical practitioners have not been seen telling cure and preventive measures to be taken. State and Non State Institutions should play their role to raise awareness, care taking and Treatment. We can only lower this Panic if we have been told a complete plan to cope with this untoward situation. This Plague has harmed the entire world and i reckon this is the time to work hand in hand as to eradicate this pandemic. It should be taken as a call for global unity on this issue


Today's Tip of the Day - All Customer Touchpoints Need To Provide Service

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

Published: Wednesday, April 22, 2020

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.) 
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

8.) 
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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