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News : NBN Launches Business Customer Experience Centre

#contactcenterworld, @nbn_australia

Melbourne, Australia, Sept, 2018 -- Australia's National Broadband Network (NBN) company has announced the launch of a business operations centre aimed at providing dedicated customer support for business users.

The centre, located in Melbourne's Docklands area, will be retail service providers' single point of contact for any issues in connecting business customers, managing service incidents, and restoring faults across NBN services.

NBN additionally announced that it will be "progressively" rolling out three new service capabilities over the next few months to its business division: Premium appointments; business-grade workforce training; and enterprise service-delivery management.

"Businesses will be able to select a specific appointment time through their internet provider based on their hours of operation, which aims to increase certainty and reduce disruption to their operations and customers," NBN said.

"Specialist business-grade technicians will be trained and upskilled to work in complex commercial premises to help improve 'right the first time' installations of NBN equipment and the restoration of business services when faults occur on the NBN access network.

"Multi-site migrations to the NBN access network will be simplified for businesses by bringing together the business end customer, relevant internet provider, and NBN Co to plan and deliver a coordinated migration plan."

According to NBN chief customer officer for Business Paul Tyler, the offerings and business operations centre are necessary because "many businesses have mission-critical data requirements".

"A critical enabler to a successful business service model is the ability to perform connections and restore services over the NBN access network in complex commercial environments, which often requires the coordinated support of both NBN Co and the industry," Tyler added.

"The new business operations centre provides us with the dedicated resource to help to do this quickly and efficiently."

NBN in June signed a six-year deal with Macquarie Telecom for business services, with the retailer's "Business class NBN by Macquarie Telecom" offering including data, internet, voice, and software-defined wide-area networking (SD-WAN) business products; support staff based in Australia; and "coast-to-coast access to all sites in Australia".

The product suite utilises NBN's business-grade products such as asymmetrical (TC4), symmetrical (TC2), and enterprise Ethernet across a virtual network-to-network (v-NNI) link that allows it to access all NBN points of interconnect.

Tyler said the company is hoping to form similar partnerships with additional providers in future.

"Our commitment to the business community has reached another milestone with the signing of a new multi-year agreement valued at more than AU$100 million with Macquarie Telecom," Tyler wrote in a blog post in June.

"This agreement will see us provide the underlying wholesale access network to deliver voice and data services to Macquarie's business customers.

"NBN Co's agreement with Macquarie is one we hope will be the prototype for what we can achieve in the future with other providers eager to serve the nation's businesses, whether they are small or large. It also demonstrates our underlying network infrastructure is enterprise-ready and we are well and truly open for business."

Tyler added that NBN will be launching its enterprise fibre broadband service with symmetrical 1Gbps speeds later this year, and is continuing work on a wholesale business satellite service.

NBN had announced its wholesale business-grade satellite service in May, with the service to make use of underutilised spectrum from its existing satellites when it launches next year.

After signing a 10-year deal with Speedcast in February to work on the delivery of a Sky Muster business service, NBN has said it would have two wholesale category products.

The first, bandwidth services, is "designed for businesses with more complex networking requirements including wide-area network connections to multiple locations", according to NBN executive GM for Access Products Gavin Williams.

Williams said the second product offering, broadband internet, is "designed for businesses requiring more broadband data, higher speeds, and business-grade service levels".

NBN is expecting to launch the service in the first half of 2019, after "extensive consultation" of its potential pricing and products over the next few months.

#contactcenterworld, @nbn_australia

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


About NBN Co:
Company LogoThe National Broadband Network (NBN) is a national wholesale-only, open-access data network and is under development in Australia.
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Today's Tip of the Day - Please Hold…

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

Published: Tuesday, September 4, 2018

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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