New York, NY, USA, March, 2021 -- Consumers have gone "all-digital" at an accelerated pace. They communicate through text, buy products in apps, and manage their accounts online. Entire industries are transforming how they engage with customers for this very reason, and brands are racing towards digital automation to meet these on-demand customer needs. Pypestream is launching its new Customer Engagement Center (CEC), built on Amazon Web Services (AWS).
Powered by conversational artificial intelligence (AI) technology, the CEC is a cloud-based solution that is designed to help customers to interact directly with brands on any device, at any time.
Global spending on customer experience (CX) technology is forecast to increase to over $640 billion by 2022. Pypestream is driving digital transformation of CX with technologies like natural language processing and speech to text to enable customers to engage with brands directly via the same digital channels they use daily to communicate with friends and family.
Sling TV is delivering live TV streaming to customers across the nation. "By implementing Pypestream, we have been able to support our customers at any time of the day. Pypestream has helped us improve the customer experience for all types of engagements with our customers, from service to retention," said Seth Van Sickel, VP of Operations, Sling Television.
Royal Caribbean is known for driving innovation at sea and has continuously redefined vacationing. "Pypestream turned us into an always-on brand," said Juan Silva, Associate VP, Product Digital Sales, Royal Caribbean. No matter the contact volume of the time of day, we’re available to provide service via messaging. The transformative approach has changed the game for our business and travel partners."
TriWest, a third-party administrator for the U.S. Department of Veterans Affairs (VA), utilizes a network of community providers to provide health care to Veterans in their local community. "We serve over a million phone calls a month. The ability to automate that is a pretty remarkable concept," said David McIntyre, President and CEO, TriWest.
"We are seeing a major shift away from the traditional call center, and our AI technologies help to deflect over 80% of customers away from unnecessary service calls," said Richard Smullen, CEO, and Founder, Pypestream. "Today’s millennial and Gen Z consumers avoid businesses they have to call because they find them time-consuming, outdated, and irrelevant. They expect a fully automated, seamless, and in-brand experience personalized to their needs. Uber and Netflix set the tone for this and now every brand needs to deliver immersive and automated customer service."
Posted by Veronica Silva Cusi, news correspondent
Pypestream brings the on-demand economy to enterprises everywhere. Pypestream’s Customer Engagement Solution enables businesses to connect with customers using the power of smart messaging, driving satisfaction and loyalty. The patented, secure and compliant platform combines pragmatic AI and chatbots to enable transactions over messaging. Pypestream is headquartered in NYC with offices in San Francisco, Dublin and Johannesburg.
Published: Monday, March 8, 2021
|1.)||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.
VoiSentry is a voice biometric engine for speaker verification / identification. It is delivered as a virtual instance to be controlled by an application via APIs and can be deployed in whatever is the most appropriate environment i.e. public cloud, private cloud or on-premise. It is generally deployed as a white-label or OEM product, whereby Aculab’s partner integrates it into their own solution/platform and offers it as an integral part of their service. Unless they go public with it, none of their clients would even know that it was Aculab’s VoiSentry engine under the hood. As with any biometric speaker verification system, VoiSentry is language and dialect independent.
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.
|4.)||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.
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-...
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.
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.
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
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.
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...
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