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Industry Research : Service Differentiation in an Increasingly Commoditised Market

Business can no longer rely on brand loyalty; it is no longer a consumer driver. Consumers today have savvy about their requirements and options available to them. Assisted by Internet-based services, consumers compare feature to price, and procure in a discerning manner.

Yet product features and a company's ability to provide exceptional service trump price.

Transformational investments have become a priority. These are in the areas of personalised service; proactive communication; customer service flexibility; customer expectation management; and context-led interaction, which drive both customer experience and further potential in revenue generation.

IT enablers must operate within a business model that provides for a reduction of the cost of service, while maintaining quality and responsiveness of each interaction. How does today's organisation "do more with less"?

The way in which processes are automated and communications are streamlined is key to the sustainability and growth of organisations. It is imperative to drive concurrently lower overall cost structures, great efficiency and consumer service.

Simon Cranswick, General Manager of Customer Interactive Solutions at Dimension Data's Western Cape region, outlines six steps to gain advantage:

1. Extend the service interaction architecture to the enterprise for efficiency gains

Apply principles of sound contact centre management best practice. Distribute work intelligently, measure productivity, and create visible performance monitoring.

2. Anticipate customer needs and action them

Embark on proactive contact campaigns that have clearly defined outcomes. Use your knowledge of the customer for discreet cross- and up-sell revenue generation opportunities.

3. Develop an eCollaboration capability

Use Web Services 2.0 and Session Initiated Protocol (SIP) architectures to develop intuitive dialogue that drives convenience. SMS, e-mail, Web sites and kiosks can offer multi-modal communication capability, with service integrity between modes. Agents should have all details of any interaction history in any channel populating their screen.

4. Implement operational dashboards

Include the capability to deal with peaks and troughs across services and across inbound and outbound activities. Well-supported intuitive operational dashboards with clearly visible "traffic light" alarms that highlight potential or current breaches of service metrics. With built-in real-time measurement of performance across geographies, a benchmark can be set and maintained.

5. Optimise the workforce

Gain a grasp of what affects your business and what resources are available. Factors include traffic volume cycles, the impact of events, contact centre overflow to enterprise and outsourcers, employee model mix (permanent and flexi-time, and at-home agents), and skills proficiencies.

Ensure all modes of communication (Web chat, social media, e-mail, SMS) are considered with productivity measurements. Transform the way quality assessments are performed by only studying relevant interactions (poor and excellent) – these will allow for true learning within the organisation.

6. Present a friendly and inviting "face"

Regardless of the point of entry, re-examine the first impression your company presents. Quickly determine why customers have made contact, don't offer anything out of context, and ensure options are offered dynamically. Most importantly, ensure the "front door" is integrated to a routing engine that connects to the most appropriately skilled and available resource.

Be discerning:

In choosing your partner and enabling tools, be discerning in three regards:

* Your partner's experience and credentials.
* Best-of-breed versus "in vogue" best-of-suite solution sets.
* Outsourcing this domain, which can even be rendered through a software and platform as service cloud model.

Posted by Veronica Silva Cusi, news correspondent

Today's Tip of the Day - Complaints

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

Published: Monday, May 16, 2011

Printer Friendly Version Printer friendly version

2021 Buyers Guide Speech Technology


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.
PH: +1 (512) 333 4634

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.
PH: +1 512-872-7565

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.
PH: 8005771872


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)
PH: +61404697151


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.
PH: 01442 458300

MattsenKumar LLC

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.
PH: +91 99026 10044


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.
PH: +972-9-9605894

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
PH: 412-621-9310


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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