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News : Govt: DoT Planning to Set Up Telecom Ombudsman

#contactcenterworld, @dot_india

New Delhi, India, Feb, 2020 -- The Department of Telecommunications (DoT) is planning to set up the post of a Telecom Ombudsman to deal with consumer complaints and grievances on poor quality telephony services, the Minister of State for telecom Sanjay Dhotre told Lok Sabha.

The ombudsman will be the third level of authority which users can approach, if their complaints on poor quality service is not heard by the telecom services providers. The first level is the complaint centre of the respective telcos, whereas the second level is the appellate authority, which decides on the users’ complaints within 39 days.

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"In case a grievance is not redressed even after exhausting the two tier procedure as prescribed by Telecom Regulatory Authority of India (TRAI), the complainant may approach Public Grievance wing of Department of Telecommunications (DoT), along with all documentary evidence(s) for non-redressal of grievance at concerned service provider level," Dhotre told Lok Sabha.

The concept of a telecom ombudsman was first floated by TRAI in late 2017, after which the Telecom Commission had cleared the proposal in 2018. However, there have been no developments on that front after that, despite repeated reminders sent to the DoT from TRAI. Dhotre response on Wednesday came on a specific question seeking the number of complaints against telecom service providers, and as to what action was taken against them.

In his reply, Dhotre said that until September 2019, a total of 30,131 user complaints had been received, led by Vodafone Idea, which had as many as 12,849 aggrieved subscribers.

#contactcenterworld, @dot_india

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


About Department of Telecommunications:
Company LogoThe Department of Telecommunications, abbreviated to DoT, is part of the Ministry of Communications and Information Technology of the executive branch of the Government of India.
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Today's Tip of the Day - 5 MORE Ways To Demotivate Staff

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

Published: Monday, February 10, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Speech Technology

 
1.) 
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

2.) 
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

3.) 
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

4.) 
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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