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News : Optus Taps Google Cloud for AI-powered Call Centre Tech

#contactcenterworld, @optus, @googlecloud

Sydney, Australia, Jan 20, 2021 -- Optus has reached a three-year strategic partnership with Google Cloud to enhance its call centres with the Contact Center AI (CCAI) solution.

The solution adds to Optus’ existing digital self-service tools, which already handles a high percentage of the telco’s customer service enquiries, by providing personalised experiences and building advanced customised solutions.

CCAI will also streamline customer access to support through Google Cloud’s enhanced natural language recognition technology, while also providing faster processing and real-time access to customer insights.

"Our customers expect more from their experiences in this digital-first era. Google Cloud’s technologies allow us to blend digital and human experiences, which has been transformative for our customers," Optus vice president for digital customer Vaughan Paul said.

"It’s all about being more proactive, leveraging data insights and truly understanding our customers to deliver world class service."

Google Cloud ANZ vice president Mark Innes said, "Optus is leading the way in revolutionising customer service in the digital age."

"By supporting Optus with its industry-first use of our AI and machine learning technology, we can create a hyper-personalised and seamless experience that drives better customer engagement and differentiates Optus in the market."

#contactcenterworld, @optus, @googlecloud

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


About Optus:
Company LogoSingTel Optus Pty Limited is the second largest telecommunications company in Australia, and is a wholly owned subsidiary of Singapore Telecommunications. The company primarily trades under the Optus brand, while maintaining several wholly owned subsidiary brands, such as Virgin Mobile Australia and Boost Mobile in the mobile telephony market, Uecomm in the network services market and Alphawest in the ICT services sector.
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Today's Tip of the Day - Please Hold…

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

Published: Thursday, January 21, 2021

Printer Friendly Version Printer friendly version

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.
PH: 01442 458300

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)
PH: 1+480-435-9390

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.
PH: 0217991445

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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