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News : Axis Bank Sees Productivity Increase in Work from Home

#contactcenterworld, @axisbank

Mumbai, India, Aug, 2020 -- Private sector lender Axis Bank, which initiated work from home facilities for its call centre employees during the lockdown, could continue with some of these changes even post the Covid-19 pandemic.

"Some of these changes are permanent, and (we) may continue with work from home even post Covid. On the operations side, our endeavour would be to allow about 60 per cent of the total workforce to continue working from home," said Ratan Kesh, EVP and Head – Process Transformation and Customer Experience, Axis Bank.

Realising that customers would continue to require call centre assistance for banking services and frauds, disputes or failed transactions, Axis Bank had initiated work from home for its executives at the start of the lockdown.

"About 3,500 people are working from home in Operations, of which 1,700 take customer calls. Even during the lockdown, critical activities have been kept running by working from home," Kesh told BusinessLine, adding that it now gets 80 per cent of the earlier peak, and employees have been able to handle the calls from home.

The bank identified and classified the services in three segments – emergency, premium and non-critical services, to structure the teams and their respective roles, and gave handsets, laptops and desktops to employees to work from home.

Kesh said that this has also improved the productivity of employees. "We are convinced about this that some of these changes are very good changes. Productivity of employees has gone up," he said, adding that travel time in cities like Mumbai, Bengaluru and Hyderabad where the bank’s operating and call centres are located, can be anywhere between two to three hours.

"Now, people are willing to devote a part of the time to office activity," he said.

The bank had, last month, also unveiled Automated Voice Assistant ‘AXAA’, which is an Artificial Intelligence-powered conversational voice BOT. It can converse in English, Hindi and Hinglish and is capable of handling one lakh customer queries and requests per day.

#contactcenterworld, @axisbank

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.thehindubusinessline.com


About AXIS BANK LTD:
Company LogoAXIS BANK LTD is one of the Leading Banks in Banking industry in India with over 3500 branches and a pioneer in tech incubation for seamless customer delivery
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Today's Tip of the Day - Understand Your Business

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

Published: Tuesday, September 1, 2020

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.

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.

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.

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)

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.

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.

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.

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

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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