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Industry Research : Enterprises Look to Intelligent Automation for Flexibility, Competitiveness in a Rebounding Brazilian Economy

#contactcenterworld, @isg_news

Brazilian companies are expanding their use of automation, recognizing the importance of flexibility and adaptability under changing business conditions, according to a new research report published by Information Services Group (ISG) (Nasdaq: III), a global technology research and advisory firm.

The 2021 ISG Provider Lens™ Intelligent Automation – Solutions and Services report for Brazil finds business confidence increased in the first half of 2021 as the country responded to the COVID-19 pandemic with vaccines and other measures, leading half of all companies to increase technology investment despite ongoing political, economic and supply chain issues.

Traditional enterprises in Brazil are turning to digital transformation to prepare for potentially devastating disruptions like supply chain interruptions caused by COVID-19, but they are also under pressure from new, smaller, highly automated competitors, the report says. Established companies are being challenged to scale their automation from isolated departmental efforts to the enterprise level.

"Investment in IT is one of the most promising paths to the future for Brazil," said Chip Wagner, CEO of ISG Automation. "Industries such as banking, financial services, e-commerce and retail have shown digital transformation can expand the nation’s economy beyond raw materials."

Intelligent business automation is still at an early stage in Brazil, with most companies focused on discovering appropriate use cases, the report says. Automation is being applied to supply chain and logistics operations, as well as conformance and compliance with tax and fiscal processes. Financial firms have automated complex processes around home financing, debt collection and credit. But broader potential exists in retail, healthcare, telecom and pharmaceuticals, ISG says.

In conversational AI, Brazil is already a leading market, with high rates of adoption for voice-based user interfaces such as Siri, Alexa and Cortana, according to the report. This has accelerated the development of complex human-machine conversation scenarios, and conversational intelligence is heavily used in contact center chatbots, virtual agents and voice assistants. Brazil is the world’s second-largest market in terms of the number of bots deployed and transactions handled by them. However, bots are being added so fast that many still have only basic functions and lack monitoring, curation and retraining, ISG says.

Brazil is also ahead of some other major countries, including the U.S., in becoming a paperless economy, according to ISG. There is less need for intelligent document processing, as typical applications such as paper-based invoicing and claims processing are already executed electronically in Brazil. The government and public sector are also highly engaged in e-government initiatives, such as electronic voting machines and the SPED digital bookkeeping system for tax declarations.

Other forms of automation, including artificial intelligence for IT operations (AIOps) and process and task discovery, are less widely adopted in Brazil than in other countries, the report says. Use of AIOps is expected to become more critical due to the high incidence of security threats and overall vulnerability of Brazilian companies to cyberattacks. Process mining is still commonly seen as a tool to be applied once by consulting or audit service providers, and more flexible use models will be needed to popularize its use in Brazil, ISG says.

The 2021 ISG Provider Lens™ Intelligent Automation – Solutions and Services report for Brazil evaluates the capabilities of 61 providers across five quadrants: Intelligent Business Automation, Artificial Intelligence for IT Operations (AIOps), Conversational AI, Intelligent Document Processing, and Process Mining and Discovery.

The report names IBM and Stefanini as a Leader in three quadrants each and names Accenture and Capgemini a Leader in two quadrants each. ABBYY, Celonis, CPQD, DXC Technology, Google, Kofax, Microsoft, Nama, Software AG, TIVIT, UiPath and UpFlux are named as Leaders in one quadrant each.

In addition, Automation Anywhere, SAP Signavio, Sinch Chatlayer, Stoque and Wipro are named as Rising Stars—companies with a "promising portfolio" and "high future potential" by ISG’s definition—in one quadrant each.

Customized versions of the report are available from Sinch Chatlayer and Stoque.

The 2021 ISG Provider Lens™ Intelligent Automation – Solutions and Services report for Brazil is available to subscribers or for one-time purchase on this webpage.

#contactcenterworld, @isg_news

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


About ISG-One:
Company LogoISG supports private and public sector organizations to transform and optimize their operational environments through research, benchmarking, consulting and managed services, with a focus on information technology, business process transformation, program management services and enterprise resource planning
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Today's Tip of the Day - Confirming Details

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

Published: Wednesday, February 2, 2022

Printer Friendly Version Printer friendly version

2023 Buyers Guide IVR

 
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.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
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 Performance Monitoring

8.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

9.) 
Pointel

Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)

10.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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