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News : Avado Implements New BI and CRM tools, Driven by Users

#contactcenterworld, @salesforce

London, UK, Jan 23, 2018 -- Digital learning provider Avado has implemented Salesforce as its new CRM system, replacing its previous Hubspot CRM.

Mark Ridley, group CTO of Blenheim Chalcot, the venture builder under which Avado sits, told Computing that Salesforce was the users' choice.

"We chose Salesforce as our CRM tool," said Ridley. "We also trialled Microsoft Dynamics 365, but went with Salesforce because it was the one the users wanted.

"We're implementing Service Cloud first," he continued. "We're getting the service desk users on the platform first, as they currently don't have a ticketing system.

"One of the big process recommendations that I make, if you have a group of people dealing with incoming requests on email, you move to a ticketing system as soon as you can. It doesn't matter what the ticketing system is, they'll all give an improvement.

"So the business technology team have rolled out FreshDesk to HR, finance and some of the product teams, to replace the Atlassian service desk product.

"We looked at ZenDesk, which is one of my personal preferences. But FreshDesk was much more competitive on price, and very close on features. So we went with FreshDesk and rolled it out across lots of teams."

He explained that Hubspot will continue to be used for marketing automation.

"Our users really like Hubspot, so there's no real need to replace it, it has a great experience. It does its job very well, but on the CRM side it doesn't support international users quite as well, so we've decided to bring in Salesforce so people can share leads anywhere in the world and have a consistent product set. We'll put in a first-class integration between Hubspot marketing automation and Salesforce."

The next piece of work will be migrating all Avado's legacy data.

"As with any business that's been running systems for a while, there's lots of customisations that have happened, and when you look at it you wouldn't do it the same way again.

"When we look at the type of data that's been stored on the CRM, there are probably better systems for storing it. Things like a data warehousing, reporting, analytics, and that leads us to another 2018 project which is to look at BI [business intelligence]."

He continued: "We really want to push self-service BI, both internally and for our clients. We want a platform where we can actually look across all the data sources we have, bring them in to a data warehouse, then have a single BI platform which we can use internally."

He explained that this process should work right through the company, with everyone from senior management through to sales teams and clients able to access their information.

"We use Qlik now, and as part of that if moving everything to the cloud and making it available externally, there's potential we might look at Qlicksense.

"But there are other providers in the market and we need to go through them. Vendors like Tableau, Birst, Bime and Qlik Sense [are potentially in the running], but we haven't made any decisions yet.

"What we do know is that we really want something that can sit across the top of a data warehouse that will probably be in the cloud. Then it will provide good, secure reporting for lots of different use cases."

But do users really want to run queries themselves?

"There is absolutely appetite for self-service among the users. I've rolled out similar programmes before and seen that people are just hungry for data. The trick is to ensure you've got a strong BI team.

"The BI administrators or the people responsible for BI tooling, they need to be able to produce all the dashboards. If I'm going to produce this dashboard, it needs to make sense to end users. Ideally you want people to explore anything they have the permission to explore. And they will then find things that you didn't even know existed.

"So I'm a big believer in giving as much power as you can to end users, because they'll surface amazing things," said Ridley.

#contactcenterworld, @salesforce

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.computing.co.uk


About Salesforce:
Company LogoSalesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
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Today's Tip of the Day - Cancel Training At Your Peril

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

Published: Thursday, January 25, 2018

Printer Friendly Version Printer friendly version

2021 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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