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News : Osun to Deploy Drones, Call Centres Against Herdsmen Menace

#contactcenterworld

Osogbo, Osun, Nigeria, Aug 1, 2018 -- The Government of Osun State in South Western Nigeria has announced that it is set to deploy unmanned aerial vehicles (UAVs) or drones technology that will help tackle the lingering crisis between herders and farmers in its farming communuities and prevent loss of lives.

Commissioner for Innovation, Science and Technology, State of Osun, Engr. Oluremi Omowaiye revealed this at the just concluded ICTEL expo 2018 in Lagos.

"The State, will in the coming week, launch unmanned aerial vehicles (UAVs), commonly known as drone as a monitor tool to track movement of live stocks in the State," he added.

He added that to make this possible, the State has built a call centre and obtained a Short Code from the Nigerian Communications Commission (NCC) which farmers and other residents can use to track the movement of live stocks in the environs.

Our Correspondent gathered that the ongoing conflict between farmers and cattle herders is costing Nigeria at least $16 billion in potential revenues annually. … Farmers have accused the Fulani herdsmen of failing to control their cattle and of damaging crops. In turn, the Fulani accuse farmers of stealing their cattle. With an estimated death toll of approximately 2,000 to 3000 between 2016 to date, the clashes are becoming as potentially dangerous as the Boko Haram insurgency in the north-east. Yet till date, responses to the crisis both at the federal and state levels has been poor.

The GPS technology will result in significant advances in the ease and flexibility of studying animal movement patterns, yet removing the barriers remain to identification as each live-stock shall become trackable.

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The State of Osun developed low-cost and logistically simple approach solution shall be deployed among small and inexpensive GPS units to monitor cattle movements and habitat use and to assess the impact of cattle grazing on farmlands, he said

So, we commend NCC for living up to expectations, he said, adding, "when we started putting up an inquiry and call centre the need a short code arose; so that it will be easy for people to call. We approached NCC for a 3-digit short code which we are going to make a toll free line. NCC supported us. We are going to commission it next week".

He also hinted on the State’s Industrial park, thus, "We are looking at building an industrial park. So that we won’t have some of these infrastructure scattered all over the State. We are discussing with some Chinese investors on the part. When that is in place you will have ICT centres and other infrastructure in there", Engneer Omowaiye said.

Engr. Omowaiye, also spoke on the impact of NCC’s short code on the project, adding, "we are launching some unmanned aerial vehicle that will interface with our call centre. Through that platform, we want to ensure that all live-stocks will have an ID. So, when the live-stock comes to your farm, all you need to do is text the first three digits to the short code; once you do that you get a response from the call centre on who owns the live-stock. From the call centre, the owner will also be called.

"Apart from that, we are also going to use it for other services like ambulance services, because in the call centre you have linkage to the Army, the Police, and the security operatives".

He said that the infrastructure to support the initiative has been developed by the State Government in partnership with other the private sector.

"We have done a lot; we have the infrastructure. We are working in the area of power; of course, the major challenge IT has in Nigeria is power. So, we are working on power generation in the State", the Commissioner said.

Former President Olusegun Obasanjo was reported to have said that President Muhammadu Buhari speaks from both sides of his mouth as regards death of many Nigerians in the hands cattle herders.

Tribune quoted Obasanjo as saying that Buhari had consistently dodged the issue of Fulani Herdsmen who were responsible for the death of thousands of Nigerians.

The former President stressed that Buhari’s body language towards the activities of herdsmen was making the job of security agencies difficult.

Obasanjo was quoted as saying, "He (Buhari) often speaks from both sides of the mouth on the issue of armed herdsmen killing of innocent citizens. At times, he would say the herdsmen are not Nigerians; that they are from Niger, Mali, Chad and other neighbouring countries.

"In the same breath, the president would say we should learn to live and cope with our neighbours, talking of the Middle Belt groups and that the crisis is an internal matter.

"At another time while in the United States, he said it was the fighters from Libya that were behind the killings. So, if the Nigerian military were to act, it will be against the position of the president. Therefore, the military had to be careful."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://oraclenews.ng


Today's Tip of the Day - Crazy But True!

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

Published: Thursday, August 2, 2018

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2020 Buyers Guide Analytics

 
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

3.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

4.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)
PH: +302109241486

5.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

6.) 
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

7.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

8.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

9.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

10.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700

11.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
PH: 905-940-8844

12.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
 

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