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News : Twilio Announces Media Streams

#contactcenterworld, @twilio

San Francisco, CA, USA, Aug 6, 2019 -- Twilio (NYSE: TWLO), a cloud communications platform, announced Media Streams, which allows businesses to access, analyze and act on voice calls in real time. Launched in public beta today at SIGNAL, Twilio’s customer and developer conference, Media Streams is an API that allow developers to layer AI solutions, like natural language processing, keyword spotting and sentiment analysis, on top of live voice calls, to create context-rich conversations and better serve the customer.

"Advancements in natural language processing, sentiment analysis and other AI technologies have created huge opportunities for businesses to improve their customer engagement in real time," said Chee Chew, chief product officer at Twilio. "Businesses need access to conversations as they are actually happening. With Media Streams, we’re making it easy for businesses to apply their own AI to voice calls or integrate third party solutions with a few lines of code."

"Media Streams ensures our customers have great experiences when they call into GLOBO's telephone interpreting services," said Jonathan De Jong, VP of engineering at GLOBO. "With direct access to raw audio data via Media Streams, we can now use sentiment analysis to detect calls that require urgent attention and take action in real-time. This capability has dramatically increased call center productivity across our thousands of agents and interpreters."

#contactcenterworld, @twilio

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


About Twilio:
Company LogoCreate and scale voice, VoIP and SMS text messaging applications with a cloud platform.
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Today's Tip of the Day - Competitions

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

Published: Thursday, August 8, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Automation

 
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.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)
PH: (+61) 406 501 368

3.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
PH: 1+480-435-9390
 

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