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News : Increased Demand on Unified Communications Infrastructure Stresses under COVID-19

#contactcenterworld

Norcross, GA, USA, March 9, 2020 -- TeleMate.Net Software’s unified communication and collaboration analytics products and services provide critical insight helping organizations successfully execute plans to protect their employees and combat the spread of the COVID-19 pandemic.

As government travel advisories are being updated regularly, many organizations have chosen to limit or in some cases ban employee travel for the foreseeable future. Furthermore, organizations are rapidly developing and implementing strict policies that encourage employees to work from home in the event they or a family member are feeling ill.

Efforts to continue productive business interactions while limiting activities that can contribute to the pandemic spread, have led to an exponential increase in the use of video conferencing and other real-time virtual meeting solutions that reside in the unified communications & collaborations portfolio. Unified communications manufactures like Cisco System, Microsoft and Zoom respectively are offering their WebEx, Teams and Video collaboration tools at no charge to help during these unprecedented times.

Organizations are scrambling to ensure that they are prepared to meet the increased demand for their chosen unified communications and collaboration services. Prior to the current pandemic, many organizations introduced these unified communications and collaboration services to a fraction of their overall workforce. This essentially means that critical elements like concurrent user licensing, capacity and bandwidth availability have all been fine-tuned to normal business as usual adoption. Today each of those critical elements, which points to overall user experience, must be monitored and recalibrated to accommodate the COVID-19 pandemic driven increases.

As organizations rapidly shift from face to face in person interactions to virtual methods, the quality of that virtual experience will play a large role in the overall quality of interaction which can directly impact business outcomes. This heavier than normal burden on IT resources means that IT has to find ways to be proactive in an effort to reduce the negative impact of poor service quality and speed time to remedy so that users have the level of reliability required to execute in this new environment.

"During a crisis, real-time information makes all the difference" said Steve Tabaska, TeleMate’s CEO. "At this time, uninterrupted collaboration between organizations is important and more specifically, uninterrupted collaboration between pharmaceutical companies, medical facilities and government agencies is paramount to eradicating the COVID-19 virus."

#contactcenterworld

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


About TeleMate.Net:
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Today's Tip of the Day - Choosing a Telecom Supplier

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

Published: Wednesday, March 11, 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.
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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