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News : Karnataka Dials Firstsource, Infosys for Covid-19 Helpline

#contactcenterworld, @firstsource

Bengaluru, India, March 19, 2020 -- The Karnataka government has asked business process outsourcing company Firstsource and the back-office arm of Infosys to help set up a call centre that can be used to trace people with suspected Covid-19 infections and ensure that quarantine rules are followed, sources told ET.

The back-office firms will help the state step up efforts to reach out to companies in the technology hub to tackle the spread of the virus. The state has 14 confirmed cases, while one person has died so far. Quite a few companies in Bengaluru have asked staff to work from home.

"The government is looking at working with a few BPOs to do contact tracking and to ensure that people who are required to be quarantined are contacted," a BPO executive with knowledge of the work told ET. "This is about a 150-200 people project." The executive said Infosys and FirstSource were involved in the project.

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"This is still very early. We will have a firm idea of what the government wants next week. So far, we are helping them, but it still isn’t fully up and running," an Infosys executive told ET.

People familiar with the development said that the two large Bengaluru-based companies will deploy staff without formally signing contracts to help the state deal with the situation. Infosys and Firstsource did not respond to requests seeking comment till press time.

The state health department has already rolled out an interactive voice response system (IVRS) that calls people with recent international travel history and are home-quarantined, to check on their health status during the 14-day quarantine period.

#contactcenterworld, @firstsource

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


About Firstsource Solutions:
Company LogoFirstsource employs nearly 27,000 worldwide at 46 centers in the U.S., United Kingdom, India, the Philippines and Sri Lanka, serving more than 100 clients in the banking, insurance, health care, media and telecommunications industries, including 21 companies in the Fortune 500.
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Today's Tip of the Day - Learn Through Bad Experience

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

Published: Friday, March 20, 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.) 
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

4.) 
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

5.) 
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

6.) 
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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