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News : Reliance Standard and Matrix Receive US Patent for Workforce Optimization Tool

#contactcenterworld

Philadelphia, PA, USA, Sept 30, 2021 -- Absence Radar™, a technology platform that ensures employers have critical information to plan, staff and manage productivity, has been awarded a United States patent. Developed by Matrix Absence Management, Absence Radar is a fixture on Reliance Standard integrated absence and employee benefits programs.

Leveraging an intuitive calendar interface and just-in-time notifications, Absence Radar provides Human Resource teams and department managers a detailed, current, at-a-glance view of paid and unpaid employee absence so they can make business-critical workforce decisions in real time.

"Our industry coined the phrase ‘absence management’ decades ago, but until recently that has really meant tracking employee absence while maintaining compliance with Federal and State regulations," said Mark Marsters, senior vice president and chief operating officer of Reliance Standard, and president of Matrix Absence Management. "With Absence Radar, we’ve put 360-degree visibility directly into the line manager’s hands so they can staff, train and plan instead of just reacting. It’s unique technology and process, and we knew it was patent-worthy."

"Our product development has always been driven by our clients’ feedback and their evolving business and HR challenges," Gordon Smith, chief solutions officer for Matrix, said. "We were first in market with automated leave status notifications a decade ago, but we hadn’t yet gotten a fix on making the data usable and contextual. The fully integrated Absence Radar calendar is the game-changer. It puts all available data in front of the people who need it, in real time."

"We’ve received high marks from brokers, consultants and – most importantly – our clients since Absence Radar debuted in 2018," said Tim Suchecki, national practice leader for Reliance Standard. "Radar was developed with specific and ongoing producer and client feedback, so adoption was streamlined compared to typical technology launches."

"The most dynamic opportunity is that Absence Radar takes information and makes it actionable at the people-leader level, not just Operations or HR," Suchecki said. "With the adoption of fully integrated HCM systems, and our ability to integrate with those behind the scenes, this isn’t an absence management tool so much as it is a strategic productivity tool."

"Advances in access and customization and convenience across every business and consumer tech platform have significantly raised expectations across the board," Gordon Smith observed. "People expect a comparable level of convenience and capabilities with any product or service they engage. Those expectations don’t change just because you are an insurance company."

"That’s the challenge, but then again, that’s also the fun," Smith noted.

#contactcenterworld

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


About Matrix Absence Management:
Company LogoThroughout our history, Matrix has delivered high-quality service and leading edge technology to our clients. Our services have been designed to improve both bottom-line financial results and employee relations through superior service and expertise in disability management. The nature of our services has evolved over time in response to client needs, legislative changes and the competitive marketplace. We have expanded our services to include Family Medical Leave Administration (FMLA), Personal Leave administration, 1-800 claim reporting services, and Human Resources Support Services (designed to alleviate much of the administrative burden associated with leave management).
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Today's Tip of the Day - What Does Your Business Need?

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

Published: Friday, October 1, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Automation

 
1.) Agara

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.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Cognigy

Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

6.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

7.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

8.) 
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)
 

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