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News : Calabrio Introduces AI-Powered Interaction Summaries

 

#contactcenterworld, @Calabrio

March 26, 2024 - Minneapolis - Calabrio, a workforce performance company, announced general availability of its new generative artificial intelligence (GenAI)-powered Interaction Summary feature. Available as an add-on, the feature summarizes communications between contact center agents and customers to improve the customer experience, optimize productivity and save costs.  "Our recent acquisition of Wysdom accelerated our ability to help customers leverage AI and ML (Machine Learning) to maximize agent engagement, productivity and ROI. And the Interaction Summary feature is the start of our next-gen series of features."

Agents spend a considerable amount of time summarizing calls and documenting them for future reference. With the new Interaction Summary feature, AI-based technology will create uniform and unbiased summaries for each interaction, saving time and enhancing productivity, while ensuring consistency for logging and references.

"Calabrio is leading the way in creating industry standards and improving agent and contact center efficiency, using innovative technology to capture interactions," said Joel Martins, Interim CEO and Chief Technology Officer, Calabrio. "Our recent acquisition of Wysdom accelerated our ability to help customers leverage AI and ML (Machine Learning) to maximize agent engagement, productivity and ROI. And the Interaction Summary feature is the start of our next-gen series of features."

An early user of Calabrio’s Interaction Summary, AAA Northeast, praised the add-on feature. "The Interaction Summary feature provides unbiased and useful details and insights that improved our overall productivity," said Natoya James, Quality Assurance Manager, AAA Northeast. "This summary saves us 5-6 minutes of research per call, eliminating manual listening and note-taking. It’s a valuable technology for our team."

Available to all customers March 26, Calabrio’s Interaction Summary feature is one of several planned additions to expand the company’s GenAI capabilities.

#contactcenterworld, @Calabrio


About Calabrio:
Company LogoThe digital foundation of a customer-centric contact center, the Calabrio ONE suite helps enrich and understand human interactions, empowering your contact center as a brand guardian. We maximize agent performance, exceed customer expectations, and boost workforce efficiency using connected data, AI-fueled analytics, automated workforce management and personalized coaching. Only Calabrio ONE unites WFO, agent engagement and business intelligence solutions into a true-cloud, fully integrated suite that adapts to your business.
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Today's Tip of the Day - Language Options

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

Published: Wednesday, March 27, 2024

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2024 Buyers Guide Dialer Solutions

 
1.) 
Premium Listing
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.


2.) 
Avyukta Intellicall Consulting Pvt. Ltd.

Dialer CRM VoIP CTI Cloud Solutions
We are a single roofed solution for Dialer / Hosted Dialer / VoIP / CRM and CTI Solutions . With 300+ call center clients in above 9 countries and recent features such as :

Dynamic custom agent crm popup

avatar module

10+ Custom Reports

Cloud Telephony with/out "Host your Trunks" option

and End to End CRM on the cards we are supposed to grow exponentially within the next 6 Months

3.) 
Cloud IT Services GmbH

Dialfire
Companies of all sizes rely on the cloud-based call center platform Dialfire and its powerful predictive dialer. Dialfire is ready to use within minutes and easily personalizable. From small ad-hoc to large multi-step campaigns, Dialfire offers high scalability. Adapt customer masks and automate workflows per mouse click. Integrated scripting and APIs ensure a smooth connection with external systems.

4.) 
Noetica

SmartBound™
Advanced outbound solution including predictive dialing, featuring patented technologies such as Live Person Detection (LPD™) and SNoDrop™ using Artificial Intelligence to deliver compliant & effective predictive dialing with 0% abandoned call rates. The solution includes its own CRM system as well as visual campaign creation and management as well as automated data import and export capabilities. The package comes with highly visual and open call scripting technology and an SDK (Software Development Kit) is also available for embedding the dialer into your own user front end.

5.) 
PhoneBurner

PhoneBurner
Reach more contacts, in less time with PhoneBurner. Powering thousands of client and millions of calls, our cloud-based software eliminate repetitive tasks so agents have up to 4x more live conversations. Unlike other dialers, PhoneBurner delivers 100% delay-free connections with no awkward pause. Conversations start off with promise, not hangups.

- Call 60-80 contacts per hour, per agent
- Instantly leave voicemails
- Send 1-touch emails
- Automate workflows and call logging
- Record and transfer calls
- Access reporting and analytics
- Intelligently distribute leads
- Dial from local Caller IDs
- Get free white-glove onboarding

Scales to any size team with no contracts, no setup fees, and no per minute charges. Start a free trial without a credit card.

6.) 
PrimoDialler

Predictive Dialler
A predictive dialler is an outbound call system that automatically dials from a list of telephone numbers. Also known as Power or Auto dialers it will automatically help agents make more calls, generate higher rates of connections, increase conversions, manage voicemail, no-answers and disconnected numbers.

We’ve made it easy to get started, we offer packages to best suit your needs and don't tie you into long term contracts. Don't take our word for it take out a no-commitment free trial!
 

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