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News : LogMeIn Recognizes Outstanding Customer Experience Leaders and Performers

#contactcenterworld, @logmein

Boston, MA, USA, May 20, 2020 -- LogMeIn (Nasdaq: LOGM) announced the winners of the first CXNext Catalyst Awards at the conclusion of its CXNext virtual event. The Catalyst Awards honor individuals and companies that have transformed their business and redefined engagement through customer experience initiatives. The awards recognized exceptional accomplishments across three categories: CX Team of the Year, CX Industry Disrupter and Outstanding Woman in CX.

"The goal of CXNext is to move customer and digital experience forward by facilitating information sharing and conversations among industry leaders. The Catalyst Awards represent the peak of that leadership and we are extremely honored to recognize those that have contributed outstanding accomplishments and helped shape the evolution of CX," said Dave Campbell, General Manager and Vice President of Products at LogMeIn. "The overarching theme of this year’s CXNext was ‘Redefining Engagement’ and the commitment that each of these winners has demonstrated towards that goal is inspiring."


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This year’s winners include:

CX Team of the Year – Planned Parenthood: This recognition signifies Planned Parenthood’s exceptional strength in creating seamless customer journeys from start to finish via its Bold360-powered chatbot, Roo. Roo is designed to provide visitors – largely teens – with a safe place to get the reproductive health and sexual education answers they need via a fun, interactive experience. To date, Roo has handled nearly 5 million conversations, successfully answering more than 80% of questions and maintaining a 70% user satisfaction rating. Despite its initial success, Planned Parenthood was not satisfied: it expanded Roo from its original mobile-only format to provide desktop accessibility, as well, and in mid-2019, began offering seamless transition to live chat with health educators. Roo’s mission inherently aligns with making CX a deeply human exercise, and Planned Parenthood’s commitment to growth, empathy and meeting user needs is a model for CX at large.

Industry Disruptor – Christine Kilmer, Fannie Mae: Christine Kilmer, Product Owner of Fannie Mae’s Ask Poli, is redefining the way the mortgage industry, organization and the CX community thinks about engagement. Christine has led an expansion of Ask Poli deployments to include a mobile offering, integration with other Fannie Mae applications and as a component for the company’s lending partners to streamline their experience. Christine continues to trailblaze and magnify the capability to offer increased value and insights to Fannie Mae and its customers. Christine and Ask Poli continue to be integral to Fannie Mae’s innovation roadmap.

Outstanding Women in CX – Dawn Connet and Zhaia Wineinger, State of Iowa: Leadership and accomplishment in CX is a prerequisite for this recognition, and Dawn Connet, eGovernment Services Coordinator, and Zhaia Wineinger, Web Designer and Strategic Communications and Policy Specialist, easily fill that requirement. Under Dawn’s leadership and with Zhaia’s implementation expertise, the State of Iowa built AI capabilities into its live chat mix, both improving overall CX positioning and enabling adoption across departments, including the Insurance Division and Department of Transportation. 

#contactcenterworld, @logmein

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


About LogMeIn, Inc.:
Company LogoLogMeIn (NASDAQ:LOGM) provides cloud-based remote access, support and collaboration solutions to quickly, simply and securely connect millions of internet-enabled devices across the globe — computers, smartphones, iPads, Android tablets, and digital displays. Designed for consumers, mobile professionals and IT organisations, LogMeIn's solutions empower nearly 13 million active users to connect more than 100 million devices. LogMeIn is based in Woburn, Massachusetts, USA, with offices in Australia, Hungary, Japan, the Netherlands, and the UK.
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Today's Tip of the Day - Be Prepared!

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

Published: Thursday, May 21, 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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