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Executive Interview : Covid-19 (Coronavirus) and Your Business - Exclusive Interview With Dimitri Pratamaputera Irman from PT. Pertamina

What effect has the Coronavirus had on your company?
When the virus emerged, our company became one of the hotline for people who are going to go outside of our country and for the guest from outside the country. We have seen increasing traffic calls from all employees of state-owned companies that are going to go outside country. Our company handles medical reports before and after trips abroad. Beside these reports, we also make sure that the employees are already briefed about healthy living movements and and react in case they are infected when they are abroad. We also have to change our lifestyle and we have to change our office behavior in order to protect ourself and our companions from the coronavirus so we can keep our services up and running.

If you operate a contact center how have you adapted to manage the pandemic?
Protect your employees!
- We can start to draw a plan and executing the plan to support and to protect our employees that is consistent in our government and company's conservative and protection policies.

Set up a functional response team.
- Create a response team and choose a higher rank person to report it directly to company CEO

Set-up a strict ground rules
- set-up a strict rule and apply it to all member of the staff to prevent strain transmission inside the company building.

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?
- give a free mask everyday to every sick staff or prevent them entering building premises (work from home)

- optimalize a video conference for any staff who work at home so they can keep productive and functional.

- a medical check up before and after entering the building.

- free influenza vaccination shot to all employees once a year

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?
Since the coronavirus emerged our chat , email, and call traffic are also increased because not only we handle our customer request, information, and complaints we also handle any employee who worked for state-owned company that having business trip to outside the country and for the guest that are going inside the country. our contact center has become one of the important number for corona emergencies and reports nation-wide. so by that facts we have to study and have to understand on how to prevent this epidemic and deliver the knowledge to the customer in a good way so they can understand and have a safe and healthy trip.

Before the virus hit, did you have an emergency plan should something like this happen? and if so, did your plans work as expected?
There is no foolproof methods or plan to preventing a spread of disease for influenza viruses. but i always have a yearly influenza vaccine shot and always take a precaution movements like always washing my hands with hand sanitizer or alcohol based hand cleaner, always eat perfectly cooked food, when i sneeze or cough always use handkerchief or a tissue, and always avoid crowded place as much as i can. And for as long as i can remember i not infected by the coronaviruses so my healthy lifestyle are work just fine.

If you can add some notes about your business to help readers understand what your center and/or company does, please add them here.
we are work for one of biggest oil and gas company owned by the state. so our center not only handle complaints and informations but also a request and reporting to our client. so when the coronavirus emerged we have the obligation to help and briefed the employees that having business trip to outside the country and for the guest that are going inside the country and then report it for next observation and prevention.


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?
This Viruses not only spread a deadly disease and pandemic but coronavirus also spread fear towards employees, if we can teach them how to prevent the spreading and have a healthy lifestyle we can make our employee feel safe so they can keep doing their jobs in safety and healthy environment.
By teaching our employees on how to prevent the spreading and have a healthy lifestyle not only we give our employees a safe and healthy environment but also stop the spreading.


About Pertamina :
Company LogoPertamina is Indonesia's state-owned enterprise (SOE) that is active in the upstream and downstream sectors of the oil and gas industry. The upstream sector covers the exploration and production of oil, gas and geothermal energy, while its downstream activities cover processing, marketing, trading and shipping.
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Today's Tip of the Day - Make Self Service A Breeze

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

Published: Thursday, April 23, 2020

Printer Friendly Version Printer friendly version

2024 Buyers Guide Analytics

 
1.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

2.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

3.) 
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)

4.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

5.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

6.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)

7.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

8.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

9.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

10.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"

11.) 
VOIPFUTURE GmbH.

Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.

12.) 
Xdroid

Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
 

About us - in 60 seconds!

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