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Executive Interview : Tracy Malingo From Next IT Corporation On The Past Year And What To Expect In 2017

#contactcenterworld, @next_it

Brand interaction and Artificial Intelligence are just a couple of topics covered by Tracy Malingo in the following interview with Malingo is the President of Next IT Corporation in the United States and paints a pretty clear picture as to why the integration of advanced technology needs to happen in order for businesses to succeed.

In your opinion, what has been the greatest challenge the contact center industry has faced in the last 12 months?
Tracy Malingo: Managing an omnichannel customer experience when the number of channels continues to grow has been a huge challenge over the past 12 months. Messaging overtook social media use and mobile browsing overtook desktop browsing both for the first time this year, meaning customers are interacting with technology and brands differently.

Why do you believe has this been a challenge?
Tracy Malingo: The reality is that there is no single preferred mode of communication or interface for brands to reach customers. This means the contact industry is faced with the challenge of skillfully executing a multi-channel or omnichannel customer experience. From voice, to mobile, to desktop, to call center, consistent quality across the customer journey means brands must be able to seamlessly interact with customers between employees and across channels.

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
Tracy Malingo: a) Delivering a seamless customer experience.
b) Customer Satisfaction.
c) Future-proofing digital infrastructure.
d) Workforce optimization to improve recruitment and training.

What technology do you believe will have the biggest impact on the industry over the next 12 months?
Tracy Malingo: As the technology advances and new use-cases arise, conversational Artificial Intelligence (A.I.) is going to transform the contact-center industry. As communication channels become increasingly distributed across endpoints, the ability to maintain contextual awareness and integrate intelligence across channels will be integral to success. Conversational A.I. will not only create seamless multi-channel customer experiences but also provide deeper analytics that can help brands identify opportunities and further personalize services.

What contact center technology or other innovation excites you the most right now?
Tracy Malingo: The application of Artificial Intelligence (A.I.) in the contact center has huge implications for the ways in which organizations engage with customers as well as their own workforce. Extensible A.I. solutions will be instrumental in maintaining the necessary contextual awareness to seamlessly integrate the customer experience. No single agent can quickly evaluate cross-channel customer interactions, but a workforce that is augmented with machine-learning capabilities can have instant access to insights across channels that will power the future of customer experience.

What has been the most important contact center related conversation topic in 2016 and what are your views on this?
Tracy Malingo: The most important discussions in the contact center industry right now are the ones about how to go beyond AHT, NPS and call abandonment to define new metrics focused on customer resolution and outcomes. It’s critical that call centers adopt an external, customer-centric point of view and measure themselves on outcomes, and they can start doing this by looking at the unstructured, qualitative data from customer feedback. New tools powered by machine learning are helping us to better analyze customer conversations and gather insights about contact center efficacy that traditional metrics are unable to reveal.

What do you think will be the buzz word / focus for the contact center industry this year?
Tracy Malingo: The biggest buzzwords that will be driving the focus of the contact center this year will be about Artificial Intelligence (A.I.) and “Seamless Experience.”

A.I. has driven a great deal of tech innovation across industries and verticals in 2016, and it’s going to play a major role in the call center in 2017. A.I. technologies enable call centers to achieve the kind of omnichannel, seamless experiences that are now required. Being able to consistently reach customers at any point in their journey is going to be imperative to a company’s success. Companies that fail to appreciate this imperative risk being left behind.

Lastly, what do you think 2017 holds for the industry? (Good or bad and where/how etc.)
Tracy Malingo: As technology continues to drive innovation and the proliferation of user channels and interfaces, we are going to see contact centers struggle to keep up with an increasing number of increasingly sophisticated customer-contact points. 2017 is not just going to be about better customer service, it’s going to be about scaling quality over multiple channels. The most competitive companies will adopt comprehensive Artificial Intelligence strategies that scale intelligence across their organizations.

#contactcenterworld, @next_it

About Next IT Corporation:
Company LogoNext IT creates human emulation software that is redefining the communication between people and technology. The company’s core platform, ActiveAgent™, accurately understands and interprets natural language questions and delivers exact results across multiple service channels such as the web, contact center, intranet, and mobile devices.
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Today's Tip of the Day - Technology

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

Published: Wednesday, February 1, 2017

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology


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

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

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


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


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

MattsenKumar LLC

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


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

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


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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