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News : MultiChoice Hastens Call Centre Automation with AI-powered Chatbot

#contactcenterworld

Johannesburg, South Africa, June 8, 2021 -- Pay-TV operator MultiChoice is accelerating the automation of its customer experience, introducing an artificial intelligence (AI)-powered chatbot, the Ultimate Master of Information (TUMI), to answer customer queries about products and services.

TUMI, an in-house creation by the MultiChoice team, interacts in real-time with customers in an online or text-based conversation.

The company says TUMI has advanced natural language capabilities, which means the bot can recognise user questions and provide responses with information related to DStv products and services.

MultiChoice says TUMI, launched on 5 May, can clear decoder errors, check balances, reconnect products, make payments, manage holiday home viewing and change viewing packages.

"TUMI is an evolutionary leap in our service capability. Born and developed right here in Africa, TUMI is a tangible manifestation of our commitment to innovation. This is not innovation for its own sake; the focus is to continue to grow our capacity to give our customers an excellent service experience," says MultiChoice SA CEO Nyiko Shiburi.

"Thanks to TUMI, MultiChoice is in-step with international technology and customer-service trends. TUMI places us at the forefront of customer interaction, providing DStv subscribers with another channel to connect with us."

MultiChoice adds TUMI is constantly learning and evolving, which means more functionalities will be added over time through feedback, and customers can also help the bot to learn.

Further, the company says, if TUMI is unable to help customers resolve their queries, they will instantly be transferred to a knowledgeable customer service representative for further assistance.

"TUMI currently lives on the DStv Web site and in time, it will live across MultiChoice’s digital ecosystem on DStv Now (Web site and app), Showmax (Web site and app), and Facebook Messenger. TUMI will also act as a concierge to onboard new customers to MultiChoice online-only service, DStv Streaming."

The enhanced call centre automation comes after the pay-TV company realigned its customer service delivery model, which saw 2 194 of its customer care employees within the call centre and walk-in centres being retrenched.

At the time, MultiChoice said the realignment was in response to the changing behaviour of its customers, who are increasingly moving away from traditional voice calls and visits to walk-in centres, and adopting new self-service and digital technologies to engage with the company.

"This has not been an easy decision to make but, in a business driven by advancing technologies, we must continue to drive efficiencies, yet be agile enough to adapt to evolving customer needs to ensure we remain relevant, competitive and sustainable," said Calvo Mawela, MultiChoice Group CEO.

"We must act decisively to align to the change in customer behaviour and competition from OTT [over-the-top] services because if we don’t reposition now, we run the risk of being completely misaligned and we put everyone’s jobs at risk."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itweb.co.za


About Multichoice:
Company LogoMultiChoice South Africa's activities involve the operation of Pay-Television and internet subscriber platforms. The MultiChoice South Africa group includes the digital satellite Pay-Television business, which has been in operation since 1995.
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Today's Tip of the Day - Back To The Basics

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

Published: Thursday, June 10, 2021

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2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
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)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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