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News : Vet CX Chooses MaxContact to Improve Customer Experience

#contactcenterworld, @MaxContact2

Sydney, Australia, June 17, 2020 -- Vet CX has chosen to deploy MaxContact’s all in one cloud contact centre solution to support its engagement with vet practices around the country, according to a statement.

The company went live with the solution three months ago, and since then has cut costs of inbound and outbound calls. Furthermore, it is delivering an improved flow of inbound and outbound calls resulting in an improved experience for the organisation's vet practices.

The MaxContact solution replaces Vet CX’s legacy Spoke Phone outbound dialler with a comprehensive inbound and outbound dialler, to better support services for customers. It provides recording functionality, knowledge-based routing, and cloud-based reliability and availability.

Vet CX CEO Michael Mckeand says, "The decision to select MaxContact followed a market evaluation during which time we were impressed with the solutions ease of use and rich feature functionality.

"At the same time, we appreciated that its ability to rapidly deploy in the cloud would give us the flexibility to expand with additional sites over time and continue to enable our agents to work from home."

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Mckeand says, "MaxContact is an all-inclusive system that doesn't require lots of plugins or interfaces to third party systems which will enable us to scale as the business grows.

"We were also able to set up the system on our own without having a dedicated IT person but we were also deeply impressed with the MaxContact technical team who took the time to understand our business and provide a solution scoped to match our business objectives."

Mckeand says, "With MaxContact the turnaround in providing a report on these outbound mystery shopping calls is exceptional. The dialler speed is so fast that it enables us to manage more calls and generate reports in real-time enabling any changes at the vet surgery itself to happen at lightning speed."

Vet CX has also charged MaxContact with supporting its V-Care program where calls to vet surgeries are answered remotely by a customer-focused team.

Vet CXs technology platform allows a virtual customer care team member to safely and securely access a surgery’s Practice Management System to take charge of the client experience.

Mckeand says, "In selecting the solution we were after flexibility and scalability in relation to enabling our company's expansion. We wanted the ability to add functionality for more complex call centre capabilities and to record calls or play disclosure statements as required for compliance reasons. We also looked for 'future proofing'. The system has absolutely delivered.

"In a competitive environment where pet owners have options for who they select as their vet provider, we know that customer experience is a key differentiator in the marketplace. MaxContact will provide us with a tool to support an exemplary customer experience in the years ahead."

#contactcenterworld, @MaxContact2

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


About MaxContact:
Company LogoBuilt from the ground up by industry professionals, MaxContact is a contact centre provider with a range of integrated solutions including intelligent routing, business analytics, inbound, outbound, configuration, IVR automation, quality call recording , speech analytics, scripting and workforce management.
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Today's Tip of the Day - Know Your Stuff

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

Published: Thursday, June 18, 2020

Printer Friendly Version Printer friendly version

2022 Buyers Guide Speech Technology

 
1.) 
Premium Listing
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.


2.) 
Aculab

VoiSentry
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.

3.) 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.

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.

5.) 
Daisee

Daisee
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-...
(read more)

6.) 
Eckoh

EckohASSIST
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.

7.) 
MattsenKumar LLC

SmartSpeech
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.

8.) 
Medallia

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

9.) 
Nemesysco

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.

10.) 
Voxjar

Voxjar
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...
(read more)
 

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