Dubai, UAE, March 16, 2020 -- Raya Contact Centre, a Business Process Outsourcing service provider with contact centres in the UAE, Egypt and Poland, has announced that it has successfully enabled its entire contact centre workforce to work remotely.
The news comes as efforts are being made to combat the spread of coronavirus and as organisations across the Middle East, Europe and North Africa (MENA) follow the social distancing recommendations of government and healthcare authorities,
As the company’s contact centre is built on Avaya solutions, Avaya played a critical role in ensuring a seamless transition that resulted in no cost implications for Raya Contact Centre.
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"As the BPO services provider to clients that include highly reputed regional and international businesses, it is imperative that we keep operations on track, while prioritising the safety and well-being of our staff," said Yasser M. Sharaf, IT Director at Raya Contact Centre.
"Avaya has been extremely proactive in anticipating our Business Continuity requirements and implementing a solution without us having to incur any additional costs. This has given us the ability to utilise our existing investments to seamlessly transition our workforce to a remote working arrangement."
Avaya has also announced the launch of global COVID-19 technical hotlines for customers and partners who are looking for 24/7 support and guidance to help transition to remote workforce deployment models.
"Avaya, with software deployed to support over 5 million contact centre agents, has moved rapidly to enable more than 150,000 remote agents as our customers address the challenges of COVID-19," said Jim Chirico, Avaya President and CEO.
"We continue to actively engage with organisations worldwide to help them transition their operations to a flexible, remote model, enabling agents to stay productive and provide customers the experience they have come to expect. Millions of users around the world depend on our unified communications, collaboration and contact centre products, so we continue to look for ways we can step up and help."
The Avaya COVID-19 Technical Hotlines will be available beginning Monday March 16 at 6pm GMT and the contact numbers will be posted on the website.
Posted by Veronica Silva Cusi, news correspondent
About Raya CX:
RAYA Customer Experience is a business process outsourcing (BPO) and contact center outsourcing (CCO) service provider offering customer experience management, seat rental solutions, back-office, and digital services to global clients, including global Fortune 1000 companies in Europe, the Middle East, and Africa in 25 different languages.
Avaya is a recognized innovator, leading business communications for the digital age. Avaya delivers smart global solutions and technologies for customer and team engagement, unified communications and collaboration, contact center and customer experience management, and networking. We provide related services to large enterprises, midmarket companies, small businesses, and government organizations around the world.
Published: Tuesday, March 17, 2020
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.
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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.
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.
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Nemesysco's contact center technology is also available in API and SDK forms.
Please visit our website for information about our product portfolio.
|9.)||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.
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Voxjar is your one-stop-shop for driving better phone calls with your customers. We're a modern Conversation Analytics and Call Coaching Platform.
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All of these together provide the holistic, easy-to-use software that you need to manage a modern call team and create better con...