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News : Telstra Builds ACE Chatbot for its Field Technicians

#contactcenterworld, @Telstra

Melbourne, Australia, Jan 30, 2020 -- Telstra has created a chatbot for its technicians in the field that enables them to live chat with contact centre agents and draw upon data held in a central knowledge management system.

The telco provided a more complete picture of digital transformation efforts aimed at helping its field force technicians in a blog post and white paper.

It has previously used a US-based Microsoft conference to outline some of the platforms and custom apps it has put in place for technicians under its transformation effort.

It has now revealed several other elements, including its use of a Panviva knowledge management solution that "hosts digitised work instructions".

"Technicians can call up the specific details they need without trawling through thousands of documents," Telstra said.

Data and documents held in Panviva can be accessed either via a dashboard or a chatbot called ACE.

The dashboard provides technicians "access to accurate customer information and service performance insights in one centralised location," Telstra said in its white paper.

"This dashboard includes live and historical performance data, customer information, outage information and suggestion actions," it said.

"For example, technicians are now able to see the past 10 days’ history of speed performance, noise margin fluctuations and congestion. They can also see the live difference between Telstra and NBN network performance.

"These insights enable the [technician] to identify patterns and problems and make quick and accurate fault diagnoses.

"Technicians also have visibility of the customer’s service and contact history. Such visibility is important to avoid repeating steps with the customer or asking them for information they have already provided."

"The ACE chatbot combines powerful automation with live chat to speed up routine tasks and serve relevant information to technicians while they are on customer premises," Telstra said.

"For example, technicians can reset passwords in one minute via ACE while also better managing the face-to-face relationship with customers.

"ACE [also] provides technicians with a wealth of data visualisations which enable them to see a number of metrics including response times and helps them better plan resources according to need."

The latest app built helped Telstra make damage assessments of its infrastructure in the wake of bushfires.

"As fire attacked the Australian bush, we needed a way to capture fire damage details from the field to target our recovery resources, and for insurance purposes," Telstra said.

"This app was quickly deployed and allows any of our field teams to lodge a site report, which is added to an hourly-updated database, with maps and photographs, to give us a clear picture of the situation."

#contactcenterworld, @Telstra

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


About Telstra:
Company LogoTelstra Incorporated is a global provider of advanced communications services to multinational corporations.
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Today's Tip of the Day - Multi-Media Channeling

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

Published: Friday, January 31, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Help Desk Software

 
1.) 
eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

2.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

3.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

4.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

5.) 
Nuxiba Technologies

CenterWare
Nuxiba's Help Desk Software is ideal for delivering top-level contact help desk services. It not only tailors to your existing technology resources but also allows you to set staff priorities that forward clients to the most knowledgeable agents.

Give personalized assistance, and analyze performance with our real-time monitoring, recording, and reports. Integrate Salesforce or VTiger CRM systems, be TCPA compliant, protect your cardholder's data during calls, and more!

Request a quote or demo today and start the journey to increase your first-contact resolution percentages in less than three months!

6.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.

7.) 
Teckinfo Solutions Pvt. Ltd.

ActivDesk Help Desk Software
ActivDesk Help Desk Software is an intelligent ticketing software for multi- channel customer interaction & engagement. It streamlines the entire ticket management process. With its SLA & escalation management, it enables your help desk to deliver enriching customer experience.
 

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