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News : Vodafone NZ Signs Strategic Partnership to Bring AI into Contact Centre Solutions

#contactcenterworld, @vodafonegroup

Auckland, New Zealand, Sept 1, 2020 -- An exclusive partnership between Vodafone New Zealand and Convai, a Probe Group company and providers in intelligent contact centre solutions, has resulted in the launch of Vodafone Voice Concierge, a solution improving both the customer experience and efficiency of business call centres.

Using artificial intelligence (AI), machine learning, and advanced speech recognition, Vodafone Voice Concierge responds to a customer call, analyses the customer request and directs the call to the appropriate outcome, whether that be to talk to a call centre agent or a self-serve option.

Lindsay Zwart, Vodafone Business Director, says that the cloud-based solution is designed for businesses of all sizes and is already integrated into Vodafone’s Contact Centre portfolio of products, including its recently released Vodafone Connect (powered by AWS) and Genesys Cloud contact centre platforms.

"Businesses with smaller contact centre needs can now enjoy the immediacy of an intelligent next-generation solution that can be up and running within two to three days," she says.

"The intuitive and simple-to-use system can be plugged straight into a unified communications system, such as Vodafone One Business or Teams Connect, providing an end-to-end solution that can be operated without the need of technical expertise. For larger enterprises with more complex contact centre requirements, including those with on-premise deployments, Vodafone Voice Concierge can also be tailored into a bespoke solution that can be managed either internally or by our expert teams."

Group CEO of Probe Group Andrew Hume says the solution’s advanced speech interpretation and AI-driven call routing means the system can understand caller intent and respond accordingly, handling large volumes of calls easily.

"At the heart of Vodafone Voice Concierge is a powerful voice interpretation function that turns the conversation into text and assigns the call to a topic for the contact centre agent to view. The agent can see both the intent of the call and the caller’s full language before even speaking with the caller, turning it into a more positive experience for all," he says.

"The advanced interpretation enables insightful reporting, meaning managers can view the top reasons their customers are calling them at any given time, leading to faster issue resolution and response to recurring queries."

"Vodafone Voice Concierge finally enables us to deliver the high end sophistication in a way that can be consumed by all," says Hume.

#contactcenterworld, @vodafonegroup

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.scoop.co.nz


About Vodafone:
Company LogoEstablished in 1994 to operate in the Turkish mobile telecommunications sector, Vodafone Group became a mobile operator under the name Vodafone Telekomünikasyon A.Ş. on May 24, 2006. Now the second largest mobile operator in Turkey, Vodafone has 18,000,000 subscribers. As England's first GSM carrier, Vodafone made the first mobile phone call on Jan. 1 1985. Vodafone Group Plc is the world's leading mobile telecommunications company, with a significant presence in Europe, the Middle East, Africa, Asia Pacific and the United States through the Company's subsidiary undertakings.
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Today's Tip of the Day - Answering Customers’ Questions

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

Published: Thursday, September 3, 2020

Printer Friendly Version Printer friendly version

2020 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
PH: 01442 458300

2.) 
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)
PH: 1+480-435-9390

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
PH: 0217991445
 

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Join professionals in the CX and contact center world at our online Expo, part of the 15th annual NEXT GENERATION Contact Center & Customer Engagement Best Practices event.

Attending the EXPO is FREE to any member of our association and you can me... Read More...
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