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News : Billie Clarke's Answering Service Deploys OnviSource Intelligently Automated Analytics

#contactcenterworld, @onvisource

Dallas, TX  June 7, 2022 -- OnviSource announced that Billie Clarke’s Answering Service, a provider of 24/7 live answering and contact center services, has successfully deployed OnviSource’s Intellecta Multichannel Analytics solution delivered as Cloud/SaaS. Driven by speech technologies, automated analytics and powered by AI machine learning (ML), Intellecta enables the teleservices provider to holistically analyze, score and manage quality assurance (QA) and agent performance for 100% of interactions with minimal human effort.

Teleservices are recognizing that manual QA practices significantly limit the number of interactions that can be processed, and that manual QA is inadequate for effectively measuring and scoring agent performance, skills, and client satisfaction for all interactions with end customers. Having the ability to automatically evaluate and score agent performance beyond conventional key performance indicators (KPIs) using intelligently automated technologies allows teleservices to effectively measure hard and soft skills alike and quickly pinpoint training and development for low performing agents while recognizing and rewarding top performers, thus improving both employee and customer satisfaction overall.

Proper discovery of soft skills by automated analytics, such as empathy, professionalism, cordiality, politeness, etc., requires AI technologies such as Machine Learning and Deep Learning (ML/DL). Intellecta uses its own proprietary and multi-engine AI, called iMachine, to provide accurate analysis of soft skills. Furthermore, Intellecta offers Deep Mining analytics, capable of deeper and multi-level mining to discover the purpose of customer calls, reasons for calls, customers’ reactions to agents’ resolutions, etc., providing management with a full picture of what really is happening during interactions with customers.

"Without an automated and intelligent analytics solution, we were forced to only sample a small number of interactions, missing valuable information. Using Intellecta and automating the entire quality assurance process for analyzing and scoring agent performance allows us to evaluate every interaction easily and rapidly and without a need for additional personnel," said Susie Etzel, CEO of Billie Clarke’s Answering Service. "Intellecta has given us a holistic view and true understanding of interactions to help us align our services with what customers demand from live interactions. Beyond their technical solutions, OnviSource has been, and I am confident will continue to be, a true and dedicated partner to ensure our ongoing success in using analytics by offering highly affordable prices, hands-on assistance and training, and a range of customer success programs to make Intellecta work for our specific needs."

"Up to now, it has not been cost effective for teleservices to utilize intelligently automated and AI-driven analytics to automate their quality assurance," explains Francisca Alegria, Chief Revenue Officer for OnviSource. "The proven performance and low cost of our Intellecta analytics for this industry fulfills our mission of democratizing intelligent automation solutions powered by AI and machine learning for all industries and applications. With these technologies, teleservices providers can meet their objectives of employee excellence, customer loyalty and business productivity."

#contactcenterworld, @onvisource


About Onvisource:
Company LogoOnviSource enables companies to cost-effectively optimize, automate, and unify their customer interactions, business transactions and processes for their contact centers, back offices, and IT organizations through software products, cloud services or outsourcing solutions. Founded in 2004, the company has a well-established customer base with over 1,100 installations in a broad range of industries, has experienced consistent growth and profitability.
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Today's Tip of the Day - Motivation

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

Published: Wednesday, June 8, 2022

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2024 Buyers Guide Computer Telephony Integration

 
1.) 
Premium Listing
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.


2.) 
AMC Technology

DaVinci
DaVinci provides Computer Telephony Integration (CTI) to a library of pre-built applications + UXiPaaS (User Experience Integration Platform as a Service) built specifically for contact centers. As contact center needs evolve, organizations need to have access to extend or create new functionality, without waiting to be a part of a software roadmap. Get the benefits of CTI within your CRM like screen pop, click-to-dial, screen transfer, speed dial and more, but future-proof your contact center so you can expand and integrate how and when you want.

3.) 
IntraNext Systems

IntraNext Systems develops agent efficiency tools and data security software solutions for medium-to-large contact centers. Our Event Intelligence® Platform solutions include SmartCTI™, iGuard®, and SmartSIP™. SmartSIP is based on our patented SIP layer technology and provides a DTMF masking solution for VoIP environments.

4.) 
PhoneIQ

PhoneIQ
What is PhoneIQ?
PhoneIQ is the modern cloud phone system and contact center platform built exclusively for companies on Salesforce. Our all-in-one cloud communications platform brings together power dialing, local presence, voicemail drop, Salesforce call routing, call recording and a complete PBX replacement that lives within your CRM. With support for desktop, mobile, and desk phones, PhoneIQ works seamlessly at the office or remote, logging all interactions in Salesforce and generating reports in real-time.

Best For
Companies using Salesforce and looking for a phone system, dialer, or contact center software that provides deep integration capabilities with their CRM and expert Salesforce support.

5.) 
PRILINK

Easy Contact Center Traffic Analytics (Ec2Traffic)
Prilink Ec2Traffic provides network traffic analytics (NTA) for Internet, SIP Trunk and WebRTC traffic for on-premises and cloud Contact Centers.

Ec2Traffic analyzes network layer 2 to 4, RTP and SRTP packet loss and SIP protocols in real-time from the demarcation point or network edge, generating NTA metadata and requires little telemetry bandwidth.

Ec2Traffic provides:

- Year-round NTA metadata

- Daily CSV files upload to Customer business applications

- Capture packet to Wireshark for Deep Packet Inspection (DPI)

- detect traffic anomalies

- and more ....

6.) 
The Primas Group

Primas CX
Primas CX is a CTI-based contact center enhancement suite that takes your contact center software to the next level.
It provides a set of tools that every contact center needs, over and above their vendor features.

*Advanced Call Back in Queue & SMS in Queue
*Agent Screen Pop
*Chatbot Automation
*Welcome Back Greeting
*Post Contact Survey
*Dropped Call Reconnect
*Digital Front Door & Many more

As a Vendor Agnostic ISV, we pride ourselves on delivering the best COTS & Custom solutions for any contact center in any industry.


 

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