Old Greenwich, CT, USA, May 8, 2020 - Speakeasy AI announced the release and general availability of its live agent assist extension. This latest release works seamlessly within the Speakeasy AI solution, including Amplify™ customer journey reporting, Sky™ voice bot and Nerv™, Speakeasy AI's custom voice neural net.
Speakeasy AI can now listen in real time to customer and live agent conversations to provide agent side suggestions, answers and next best actions. Live agents utilizing Speakeasy AI agent assist will be able to improve average handle time, reduce transfer rates, and improve first call resolution rates.
"Our agent assist extension focuses on actionable intent recognition from voice to reduce handle times, improve entity extraction during flows, and trigger third party queries to account for necessary data and context," said CTO, Moshe Villaizan. "In addition to returning intelligent suggestions, our tool automates live operational use cases and post call wrap up processes."
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"Call center managers and agents have been looking for a viable, intuitive and customizable agent assistant tool in voice for some time" said CEO, Frank Schneider, "Moshe and our team have created a live agent tool that truly launches voice agent assistance into the realm of what practitioners have always dreamt."
Live agent assist will be available to customers during Active Listening phase as well as with the full delivery of the Speakeasy AI solution.
Posted by Veronica Silva Cusi, news correspondent
About Speakeasy AI:
Our mission is to make it easier for businesses to understand and respond to their customers' needs in voice with AI. We accomplish this mission by using the world's first and only Speech-to-Intent™ solution. Combined with our end-to-end reporting, our solution provides real-time insights into understanding customers' intents, needs and outcomes. And since an AI platform is only as good as its improvement cycle, we enable rapid updates to ensure wins are delivered on the day you launch.
Published: Monday, May 11, 2020
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
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.
*Automated / Scheduled Temporary Agent Skills Configuration Management
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*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring