Cookie Preference Centre

Your Privacy

Strictly Necessary Cookies

Performance Cookies

Functional Cookies

Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies
Always Active

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies
Active

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies
Active

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

Targeting Cookies
Active

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

BECOME
A MEMBER
TODAY TO:

Network
Post Content
Enter Awards
+ Much More

CLICK HERE

[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

News : New Next Store Will Employ 200 Staff

#contactcenterworld

Leicester, UK, Sept 21, 2020 -- Next has revealed that its newest Home store will open in the new year and employ 200 people.

The Enderby-headquartered chain said the new furnishings store will open at Fosse Park on the edge of Leicester in time for Easter, and complement an existing clothes and accessories shop already established in Fosse Park.

Next is also looking for another 100 call centre staff to work across the Midlands.

Although the retailer took a big hit during the lockdown, latest figures show it was not as bad as first feared.

Online sales continued to do well even while its stores were shut.

The new store details emerged after Next chief executive Lord Simon Wolfson said the business was no longer planning a beauty hall in Leicester’s Highcross.

Sponsor message - content continues below this message

2022 '17th annual' Global Contact Center World Awards NOW OPEN

Enter your Center, Strategy, Technology Innovation, Teams and Individuals into the ONLY TRULY GLOBAL awards program - regarded by many as being like the Olympics for the Contact Center World! Join the best from over 80 nations and compete for the most prestigious awards out there!

FIND OUT MORE HERE

Content continues ….

It had planned to take the main floor of a Debenhams department store which has not reopened post-lockdown.

The plan for a Leicester branch was seen as a shot in the arm for the city centre after Debenhams confirmed in May it was closing the Highcross store – which only underwent a big revamp a couple of years ago – and laying off hundreds of staff at its national head office.

A spokesman for Next said they were excited by the plans and said: "The Fosse Park Next store it will be open in time for Easter 2021 and it will employ around 200 local people.

"We’re very excited about opening our new Fosse Park store before Easter next year, with staff recruitment for it beginning in early 2021.

"Not only will NEXT be recruiting for its new Fosse Park store, but it is (and also has been) recruiting for its Leicester based call centres, as well.

"Next recently recruited around 150 extra people in the Midlands (for its call centres) and is actively trying to recruit another 100 – so this is nearly a 20 per cent increase on before.

"With the new store opening – it’s definitely a good news story as far as jobs go."

Next is planning to open four new beauty halls in the lead up to Christmas, to test the appetite for the concept post-lockdown.

The national retailer said the branches – each about 15-20,000 sq ft in size – will open in Watford, Milton Keynes, Gateshead in October and Reading before Christmas.

Another two will open in 2021.

The beauty stores will feature a mix of branded beauty products, women’s accessories, lingerie and nightwear and an offer of Next Home products.

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.business-live.co.uk

About Next plc:
Next plc is a British multinational clothing, footwear and home products retailer headquartered in Enderby, Leicestershire.

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

Published: Wednesday, September 23, 2020

Printer friendly version

2021 Buyers Guide
Get Listed
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.

https://callcenterstudio.com/

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.

https://www.eckoh.com/customer-engagement-solutions/ivr-speech-solutions/natural-language-speech-recognition

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)