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Industry Research : Refashioning Working Practices the Financial Services Sector

#contactcenterworld, @svlbusiness

Steven Perrins talks about how Financial Services will adjust to hybrid working practices now offices are reopening.

As we start to head back into our physical place of work, we realise that we live in a changed world. The last 18 months have seen workers not only adapt to home-working, but embrace it. In a recent Accenture survey of Financial Services professionals, just 8 per cent of respondents said they wanted to go back to five days a week in the office when the working from home advice and social distancing restrictions are fully dropped.

There are some fascinating statistics about how people want to work going forward, so how will the heavily regulated Financial Services sector adapt to hybrid working practices?

I pride myself in being a positive guy, so am going to take the position that Financial Services (FS) will flex to a new norm, simply because they must!

If you read the article, staff have been very clear that they want flexibility (24% of workers would prefer to work entirely from home) and in a market where top talent can have their pick of the roles, a 5 day commute is off the table.

But the major FS clients I look after are actually well ahead of the curve, because the pandemic has driven technology changes that have allowed safe, secure and compliant working practices to be available, regardless of staff location.

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How have they done this?

1 Automation of processes for customer interaction

Automation has been around, in one form or another, for years, but the pandemic has driven the innovators to automate even more processes to, in part, compensate for the lack of proximity of teams and supervisors when handling customer issues.

Let’s put it simply, someone can’t swivel their chair to talk to their colleague or call over their supervisor for an instant response to a customer complaint when they are not located in the same office.

I have seen some outstanding work in this area but a special mention goes to NICE Enlighten A.I that has incredibly improved both customer and staff satisfaction by over 25% when put in place over the last year!!

2 Use analytics to protect staff and vulnerable customers

Automation can do a lot, but FS organisations still have focus on the "bread and butter", the day-to-day interactions between the humans at each end of the conversation.

Analytics are crucial in monitoring calls/texts/tweets, however people communicate, but we also realise that the Financial Conduct Authority has recommended the use of speech analytics alongside your call recording package will help address the problem of the care for vulnerable customers

Installing analytics allows you to monitor and protect your staff and customers, and in FS this has been incredibly effective when staff work from home.

3 Using assisted agent guidance to improve agent decision-making

This has not been some rearguard action. The last 12 months has seen the creation of new revenue initiatives and this has been fuelled by the introduction of assisted agent guidance, software that boosts the performance of FS contact centre agents by assisting them in real-time, during live customer interactions.

So, I do genuinely believe that Financial Services sector is more than equipped to meet the challenges ahead of them and am always happy to talk to anyone who needs advice on this.

#contactcenterworld, @svlbusiness


About SVL Business Solutions:
Company LogoFounded in 1967, SVL is a UK provider of multimedia interaction recording and contact centre applications including quality management, real-time automation, WFM, customer feedback and analytics. The company is focused on enabling users to enhance customer satisfaction, improve agent effectiveness, streamline processes and reduce operational costs while ensuring compliance with internal procedures and regulatory requirements. SVL is an Amazon Connect Partner and is proud to offer a smarter cloud strategy to all clients, enhancing digital innovation and transformation.
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Today's Tip of the Day - Maintaining Customer Notes

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

Published: Monday, September 6, 2021

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology

 
1.) 
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.

2.) 
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.

3.) 
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.

4.) 
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)

5.) 
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.

6.) 
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.

7.) 
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.

8.) 
Voci Technologies Incorporated

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.) 
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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