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News : Family Violence Contact Centre Fielding 6500 Cries for Help per Month

#contactcenterworld

Melbourne, Australia, Feb 18, 2020 -- Victoria's new family violence contact centres are fielding 6500 cries for help each month, but three out of the five specialist courts are beset by building delays.

The Andrews government has so far implemented 143 of the 227 recommendations from the Royal Commission into Family Violence but the sector has "consistently" raised concerns about the workforce's ability to meet current and future demand.

Increased community awareness of family violence is heaping pressure on the system, according to the Family Violence Reform Implementation Monitor's report tabled in State Parliament on Tuesday.

One of the key recommendations from the royal commission was specialist family violence courts. The report revealed the Shepparton court opened in September and the Ballarat court in November. Moorabbin is set to open next month, while Heidelberg and Frankston courts are forecast to open in November.

In her report, implementation monitor Jan Shuard said the Magistrates Court's Family Violence Contact Centre, which was a key recommendation of the royal commission and started in May 2018, was receiving about 6500 inquiries a month. These inquiries were previously managed by individual courts.

"The contact centre is providing a more timely and accessible service to the public, as well as creating efficiencies by freeing up staff time at local courts," Ms Shuard said in the report.

Ms Shuard lauded the state government for "demonstrating an acute awareness" that workforce resourcing could pose major roadblocks to the industry's reform, including a $6 million funding injection to help double the number of workers in the field.

That funding, announced in November, is going towards 1000 additional student placements in family violence and community organisations.

"It is not expected that all 227 recommendations will be completed when the monitoring ends on November 1, 2020," Ms Shuard said.

"My goal is to provide an independent account of progress made at this time and advise on the stability of the structure as the building blocks all fit together."

But she said she was "particularly impressed by the extensive whole-of-government structures".

The state government has been contacted for comment.

#contactcenterworld

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


Today's Tip of the Day - Games Trainers Play

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

Published: Thursday, February 20, 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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