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4net’s Enghouse user group
Mere Golf Resort & Spa5th December 2017
Welcome
Richard Pennington – Managing Director, 4net Technologies
Enghouse roadmap - 4net technical introduction
Mike Jervis – Technical Director, 4net Technologies
History and experience
4net and Enghouse working together
Solutions
Enghouse roadmap
Software assurance and benefits
4net History with Enghouse
Year? Year? When Now
ENGINEERSEXPERIENCE• 8fullytrainedengineers• 05advancedtrained
engineers
GOLD PARTNER & CONTACT CENTRE SPECIALIST
LAUNCH OF ENGHOUSE USER GROUP
ENGHOUSE PARTNER FOR 8 YEARS
Solutions that complement
The Enghouse Platform Integration has tight integration with :
4net have integrated into all 3 platforms including• 25+ Avaya Implementations• 5+ SfB Implementations
What is EICC?
• Multi-media Contact Centre• Voice, email, Web-chat, SMS• Skills based Routing• IVR capability
• Queuing and routing• ToD/DoW, Last Agent, CLI, Caller entered Data, Priority, Interaction type
• Standard or Custom Reporting• Post-call Survey• Call-back functionality• Outdial• IM and Presence• Snapshot Wallboard• Optional Redundancy
QMS and WFM
• Voice Recording• All Calls• On-Demand• Triggers (Start/Stop etc)
• Screen Recording• Evaluation
• Score Trending• Agent Evaluation
• Workforce Management• Teleopti
EICC Enhancements since 8.1Feature 9.0 9.1 10
Touchpointsupportformediaescalation ü ü üTouchpointCallBarforPresence ü ü üTouchpointplaybackofQMSrecordings ü ü üWebenabledTouchpointclient ü ü üCPintegrationforadvancedIVR ü ü üCPintegrationforMobileSelfService ü ü üFullSfBClientandServersupport(UCMAS) ü ü üAvayaIPOsupportfor400agents ü ü üCUCMCompliancewithTAPIimprovements ü ü üWindows10support(withIE) ü ü üTouchpointforUCusers ü üCiscoJabbersupport ü üCallBar ü üNotifyMe ü üRelatedInteractionsview ü üSharedMailboxes ü üQueuesselectorandfilter ü üFreeText'Googlestyle'searching üWorkforceSchedulingforforecasting üTouchpoint'wrap-up'codeextensions üSkypeFederationsupport üTransferTextbasedinteractionsforevaluation ü
Touchpoint
• Touchpoint introduced in V7
Touchpoint
• Modern ‘look and feel’• Single view for all interactions• Pop-up Toaster• Global Hot-Keys• Call Bar
• All Details Option• Visible Agent States
• Worktime, Break etc
• Supervisor Controls• Intrude• Monitoring• Whisper Coaching (SfB)
Enghouse Workforce Scheduler
• Full Workforce Management can be expensive
• ROI typically on 75 agents and above
• Enghouse Workforce Scheduler targeted < 80 agents
• 30 Queues (voice, e-mail and web-chat)
• Forecast based on historical traffic data
Office 365 Federation
• Supports delivering calls to O365 federated agents• Specifically agents in a different domain to the EICC server
Enghouse in the Cloud
Built with 4net Agile Cloud Service
Platform built for each client
- Notsharedortenanted- Allowsfullintegrationwith
nocompromise
CAPEX or OPEX- Priceperuserpermonth
option
Agile Cloud - what is it?
• Communications solutions ‘as a service’ (CAAS)
• ‘Powered By’ Avaya (Core Telephony)
• Hosted in 4net data centre location(s)
• Price per user per month delivery:o Standard telephony userso Unified Communication (UC) userso Receptionist userso Contact Centre users / managerso Applications overlay – call recording / integration (vendor
agnostic)o Support
• Flexible & scalable
• 99.99% uptime SLA as standard
• Optional:o Enhanced resilience (99.999%)o Managed service
Agile Cloud – core solution components
IaaSSaaSHSCN
PSN
4net Agile Cloud
4net Data Centre 1UCaaS
Primary Server
Contact Centre SBC
OKPHONEMESSAGE
CONTACTS MENU CALL LOG
SPEAKER MUTE VOLUME HEADSET
ABC DEF
JKL MNOGHI
1 2 3
4 5 6
TUV WXYZPQRS
7 8 9
*
[
0 #
.,@
Avaya one-X
OKPHONEMESSAGE
CONTACTS MENU CALL LOG
SPEAKER MUTE VOLUME HEADSET
ABC DEF
JKL MNOGHI
1 2 3
4 5 6
TUV WXYZPQRS
7 8 9
*
[
0 #
.,@
Avaya one-X
4net Data Centre 2UCaaS
Primary Server
Backup ServerSBC
OKPHONEMESSAGE
CONTACTS MENU CALL LOG
SPEAKER MUTE VOLUME HEADSET
ABC DEF
JKL MNOGHI
1 2 3
4 5 6
TUV WXYZPQRS
7 8 9
*
[
0 #
.,@
Avaya one-X
OKPHONEMESSAGE
CONTACTS MENU CALL LOG
SPEAKER MUTE VOLUME HEADSET
ABC DEF
JKL MNOGHI
1 2 3
4 5 6
TUV WXYZPQRS
7 8 9
*
[
0 #
.,@
Avaya one-X
10GbE
10Mb
EFM
1GbE
100Mb
xDSL / FTTC
Carrier Link
Carrier Links
SIP ProviderA
Internet Breakout
SIP ProviderB
OKPHONEMESSAGE
CONTACTS MENU CALL LOG
SPEAKER MUTE VOLUME HEADSET
ABC DEF
JKL MNOGHI
1 2 3
4 5 6
TUV WXYZPQRS
7 8 9
*
[
0 #
.,@
Avaya one-X
Direct Private Connections to:IaaS (MS Azure, Amazon Web Services)SaaS (MS Office 365, Google Apps)
Fully accredited to connect to ‘Public Services Network’
Migration program from N3 to HSCN
Remote Workers(IP Handset, Softphone)
SIPPreferable call tariffs (01, 02, 03, 07)
Toll Fraud ProtectionDisaster Recovery Smartphone App
Resilient Connectivity
Customer 1MPLS
4net WAN Services
All connections can carry multiple services: > MPLS (inter-site and UCaaS) > Internet Breakout
Multiple services: > MPLS (inter-site and UCaaS)
> Office 365 Private Connection
Customer 2MPLS
Customer 1Multiple Sites > IP Handsets > Softphones > Mobile Apps > Traditional
Customer 2Multiple Sites
> IP Handsets > Softphones
> Mobile Apps > Traditional
Vendor Agnostic to all Tier 1 Carriers
IPO V2 PSTN
Analogue / Digital
• 4netvirtualised infrastructurewithin4netdatacentre location(s)
• AvayaIPOfficetelephonyandSBCsolutionproviding600+standardfeaturesasstandard
• Scaleable to3000usersperinstance
• NNI/Interconnectcapabilitiestomultiplenetworkandcloudserviceproviders
• Extensiveconnectivitytechnologyoptions– ethernet,EFM,FTTC,DSLetc
• SIPTrunksincluded– viaresilientconnectionstomultipleSIPproviders(Gamma&BT)
• 99.99%uptimeSLAasstandard
• Monitoring&managementcapabilities
• Upgradesincluded
Agile Cloud Core
Questions?
Ianlever–
ManagingDirector– AlysiumConsulting
DigitalandChannelOptimisationCustomersDemandingChange
MillennialsandGenerationAlpha
20
Whatarewestrivingtoachievein2017?
ImproveAccess– deliveraservicewhichallowscustomerstointeractatthepointofmostconveniencetothem
ImprovetheService– delivermoreservicesmorequicklyandmoreefficiently
ImproveCostEffectiveness– deliverservicesmorecosteffectivelyandimprovethequality
ImprovetheOperationalBusiness– delivermoreflexibleworkingconditionstoextendservicesanddrivedowncosts
ImproveFocusonThoseWithMostNeed– deliveraservicewhichprovisions‘experts’todealwithcomplexandsensitiveissues
21
Whatarewestrivingtoachievein2020?
CustomerReputationandRetention– competitionwillhaveincreasedandthe‘InternetofThings’willhavegivencustomersmuchmorecontrol
PredictableIncome– torunabusiness,youwillneedtoreducethevolatilityofbaddebtandbeabletoaccuratelyforecastyourrevenues
IncreasedIncome– mostorganisationshaveambitiousgrowthplanswhichmeanstheywillneedtodelivernewservices– extendtradedservices
StaffRetention– technologyprovidesawholehostof‘newwaysofworking’andstaffwillleantoorganisationsthatexploittechnologyandprovidestaffflexibility
ImproveFocusonThoseWithMostNeed– deliveraservicewhichprovisions‘experts’todealwithcomplexandsensitiveissues
EnhancedBusinessRelationships– attractnewinvestmentandopportunitygeneration
22
WhatisDigitalEngagement
OutboundAnopportunitytocosteffectivelyimproveyourcustomerrelationshipsthroughenablingyour
workforcetoproactivelypromoteyourproductsandservices
InboundAmeansofprovidinggreaterchoiceforcustomerswishingtointeractwithyourorganisation,productsandserviceswhichexploitsthelatesttechnologies
andreducescostswhilstimprovingcustomerservicesandefficiency
23
TheGovernmentsView
“Many citizens’ expectations have shifted from traditional face-to-face,telephone or paper channels to more responsive 24/7 onlinepersonalised services and delivery through mobile devices”
“Government will work to make citizen-focused transactional services ‘digitalby default’ where appropriate using Directgov as the single domain for citizensto access public services and government information”
24
MisconceptionsandKeyMessages
DigitalisNEW!!!DigitalisprimarilyfortheretailindustryDigitalcannotbeusedforservicesTechnologyisnotyetsufficientlymature
January2013
ContactlessPaynowupto£30(€38)pertransactionasof1st September2015.Theaveragespendatthesupermarketisonly£25(€32)
* NOTE Thechequeguaranteecardsystemendedonthe30th June2011– anothershift!
25
Misconceptions
IntheUK,TheIndependentnewspaperrecentlyannouncedthatitwouldmovetoadigitalonlyprovisionafter30yearsofproductionandmorehaveplanstofollow……………..
BBC3launchedin2003movedtoonlineonlyinFebruary2016– itstargetaudienceremains16-28yearolds.ItsavestheBBC£80m(€103m)
NewDaynewspapercollapses9weeksafterlaunchingpaperedition
26
AndTheDriveToReducePaperandCostsContinues……..WeNEED tothinkdifferently
Introducedin1921RetiredOctober2014DVLASavingsof£10m(€13m)(print&Post)Businessbigsavings(reducedadmin)
Introducedin19032Partintroducedin1998RetiredJanuary2015Detailsmovedtoon-lineonly
•VDR– ViewmyDrivingLicence•SMDR– SharemyDrivingLicence
DVLASavingsof£8m(€10.3m)
27
TheFutureIsHereNOW!
Considerthis- Wearenowservicingagenerationwhohavenotknownlifewithoutamobile
phone
- WearenowservicingagenerationwhohavenotknownlifewithouttheInternet
- Wearenowservicingagenerationwhohavesocialmediacontactswhotheyhavenevermetbutconversewithdaily
BycontinuingtodeliverservicesinatraditionalmannerwearediscriminatingagainstthisMillennialgeneration
GenerationAlphaiscoming
28
KeyMessages
- YouneedtobeINNOVATIVE
- Don’tusetechnologyasaBARRIER oranexcuse
- DonotASSUME therewillbeanimmediateuptake
- MARKET theserviceateverystage– useINCENTIVES
- BepreparedtoFORCE theshift
- CONVENIENCE iskey
- YouneedaCORPORATEDIGITALSTRATEGY
29
NewDomesticTechnologies– TheInvasionHasStarted
30
Andwecantalktoit
GoogleHome
FUTUREHUMAINOIDCOMPUTERSAREVIEWEDASSELFEVOLVINGANDSELFDEVELOPINGDEVICESTHATWILLDRIVEORGANISATIONALEFFICIENCY
PREDICTION– “By2021,45%oftheworldsfastestgrowingcompanieswillemploymorevirtualassistantsthanhumans”(NickBostrom 2015)
SIRI
PEPPER
- andittous
BOTS
31
Appswillslowlystarttodisappear
• Deviceswillmonitorourmood• Andourwhereabouts• Andourpreferences• Andourdiaries
• Theywillthinkforus
32
Anditcantakeusanywhere……
• VirtualRealityiscomingofage• Initiallyfocusisongaming• Manylargecorporatesaadoptingit• Hugeinvestmentinthisarea
33
Anditcantakeusanywhere……
34
EvenontheRoads
- Driverlesscars(level4)areheretoday
- Level5driverlesscarsarestillsomewayoff
- Digitalengagementwiththeenvironment
- Workonthego
- Prediction – therewillbeover10mself-drivingvehiclesby2020
- Explosionin3DBioPrinting
35
Communication
36
Wherearewenowin2017?
2017UKPopulationof63m- 58mownasmartphone/tablet
68%oftheUKpopulationusedsocialnetworkingsiteslastyear
65%ofyoungstersaged5to15nowownamobilephone
88%ofUKresidentshaveaccesstotheInternet
17%ofUKhouseholdsnolongerhavealandlinenumber
71%of65+agegroupusetheInternet
72%ofUKadultsuseon-linebankingande-Commercemakesup42%ofUKsales
49%ofchildrenaged12to15nowownatablet,upfrom7%in2012
37
EncourageCustomerstogoonline
ProvideIncentives– cash,moreappointments,etc.
Assistedsupportintheofficeandathome
Workwithotheragencies
38
TheTransactionLandscape
£0.00£1.00£2.00£3.00£4.00£5.00£6.00£7.00£8.00£9.00£10.00
CostsPerTransaction
Website ContactCentre FacetoFace
39
MakingtheShift– ROIanalysis
Understandyourtransactionvolumesandcosts!
• Identifyhighcostareaswhicharealsolowerchannelvolume
• Thisisagoodstartingpoint
40
WealreadyhavethetoolsreadilyavailableandCHEAP!
175bnTexts– sentintheUKin2015
Onaveragetextsarereadwithin5secondsofreceiptOnaveragee-mailsarereadwithin3hoursofreceipt
98%ofalltexts– areread
Only1%oftextsarespam– growing!90%ofalle-mailsareconsideredspamorunsolicitedmarketing
SMSMarketing– canincreasebusinessvisibilityby29%
SMSsurveys- generate46%greaterresponsethane-mailsurveys
41
Businesses{notjustpeople}UseNewChannels
By2020,thecustomerwillmanage85%oftherelationshipwithanenterprisewithoutinteractingwithahuman–GartnerResearch
Twitterusersonmobile:80percentoftheUKactiveusersareactiveonmobile– Twitter
33%ofusersprefertomakecontactusingsocialmediaratherthanthetelephone– Nielsen
Fromastandingstart18monthsagoCitroennowhandles25%ofwarranty/complaintcontactviasocialmedia–CitroenUK
42
SocialMediaNeedsManaging
OnasingledayinAugust2015therewere1bnliveusersofFacebook–Thatis1in7ofallthepeopleinworld.
Thereare1bnusersonWhatsApppermonth
42bnWhatsAppmessagessenteveryday
250mvideosuploadonWhatsAppeveryday
43
Businesses{notjustpeople}UseNewChannels
••2,000,000videoswatchedeverysingleday••24hoursofvideouploadedevery60seconds••Morefootageisuploadedin60daysthantheUSTVnetworkshowsin60years••Itisnotjust‘homevideos’– ofthetop100videos86%areprofessionallymade••Businessvideosaccountforc41%
44
YourCustomerSegments
SEGMENT1Can&will
SEGMENT2Canbutwon’t
SEGMENT4Can’tandwon’t
Whatareourdigitalchannelsegments?
SEGMENT3Can’tbutwould
45
Summary– TheCustomerExpectation
Whetherseekinghelponlineoronthephone,73%ofcustomersexpectcompaniestobeabletoknowwhotheyare,pullupalltheirinformation,knowthattheyalreadycalledaboutaproblemaswellasknowwhate-mailtheysentlast.
46
Summary– TheBusiness
Increasedproductivityfromstaff– onememberofstaffmultipletransactions
Empowermentofstaffandfeelingofownership
Longer{moreflexible}hoursworkedbystaffthrougheaseofaccess
Increasedstaffretentionandloyaltyattractingthe‘millenials’
Reducedcosts
OrganisationalBenefits-Mobileworkforcesusingtabletsseeanaverageincreaseinproductivityof40%andaveragecustomersatisfactionandloyaltybenefitsof30%- (VDCTechnologyAnalysts)
47
47
MakingtheShift
Inboundcalls60,000
FacetoFacetransactions10,000(headofficeonly)
Moved30%ofcallstotheWeb
Moved20%ofF2FtransactionstotheWeb
OverallSavings£67,000(€87,000)p.a.–£201,000(€260,000)over3years
LocalGovernmentExample
Saved£172,00(€222,000)byswitchingoffpaperapplicationforms
48
Questions
“WeliveinaDIGITALworldwherethepaceofchangeisunprecedentedandwenownolongeraskisdigitalavailable– weareshockedwhenit’snot”
Ineverywalkoflifewearemovingfromasking“doyoutakecardorcontactless”toapositionof“doyoustilltakecash”?
[email protected]+44(0)7771886886
PEPPER
Communication Centre and Quality Management System (QMS)
Product Roadmap
Technical Sales And Consulting: Peter Fedarb
Deployment Models for Contact Centers
Technology LocationCurrent Planned
100% On-Premise 60.1% 23.1%Offsite Premise-Controlled 19.4% 16.4%Private Cloud Infrastructure (Hosted) 8.6% 23.0%Cloud Hybrid – Hosted + Premise 7.3% 29.9%Shared Public Cloud 4.6% 7.6%
40% Premise IT-Managed
53% Managed Service
Source: Dimension Data – Global Survey, 981 Contact Centers Responding
Adoption of Contact Center Technologies
Level of Technology Integration in the Contact CenterTechnology According to DiData … According to Contact Babel …
Integrated CRM 69.3% 43% (pre-routing, screen pop)Integrated WFM 65.1% 48%QM for Calls 74.5% 85%
IVR Self-Svc 51.9% 49%
QM for Email/Chat 49.6% 56%Speech Analytics 48.7% 36%Proactive Notif. 17-24% 25% SMS, 45% Email, 27% Voice
The Move to Omni-ChannelLevel of Integration into the Contact Center
Channel According to DiData … According to Contact Babel …
Email 90.1% 86%SMS 48.1% 7%Web Chat 44.3% 40%
Voice 97.8% 99%
Social Media 52.4% 26%Video 11.0% N/A
Under 25 25-34 35-54 55-70 Over 70
Channel Popularity by Age
Social Media Mobile App Email
Telephone Web Chat Other
1st
2nd
3rd
4th
5th
6th
Source: Dimension Data What % of Agents Are Handling Both Voice and Text Channels?31% (Contact Babel)
Enghouse Interactive Product Strategy◆ Better Together – Evolution of the Integrated EI Portfolio
◆ TCO and Profitability à Shared modules, shared expertise, greater integration◆ Lines are blurring – between agents and attendants, between front and back office, between channels of communication, between supervisors and agents
◆ Total Cost of Ownership – For EI, Partners and Customers◆ Continual need to lower cost of installation, configuration, system management, and support◆ This is critical as key SI partners utilize us for Managed Services offerings
◆ Alignment with Strategic Partners – Microsoft, Managed Service Providers, etc.◆ Microsoft is fastest growth platform partner, and ONLY leading UC vendor without a contact center◆ PBX deployments down, UC deployments way up◆ Cloud/hosted market is not “pure” – it’s driving toward hybrids and managed
◆ Emphasis on Customer Interaction Quality – Optimizing the Customer Experience◆ Core to our value proposition is the quality and value of the interaction◆ Key to this is optimizing the “Customer Journey” – the whole “flow”
◆ Self-svc or notification à SMS/IM à Voice/Collaboration à Follow-up◆ Key to this is workflow synergy across the portfolio: CCE with CP, QMS, Vocal Coach, KMS◆ Key to this is measuring and improving the right metrics: goal/KPI setting, real-time stats, etc.
Roadmap CC 10.1 – release 27th June 2018
◆Independent deliveryü TouchPoint Agentü Compliance
CUCMACM IPONECMSFT
ü Analytics DB rewriteü Analytics project
10.1 delivery June 2018ü Web chat CC extension
Persistent browsing sessions across tabsBrowsing HistoryPro-active chat File transfer Agent push of file / URLEnd user to agentCo-BrowsingForm completionMedia escalation – voice / videoAudio and video on web RTCEasier deployment – better packaging to make it easier for customer to consume and reduce support calls.
ü Web admin Reset PINSetup / manage VM profile
ü Queues view redesignü Outlook contacts search and dialü JAWS / MAGicü Aculab update ü QMS multimedia transfer for
evaluation ü NPS 1-10 in Surveyü CC log collector ü Queue scalability
3Q2017 4Q2017 1Q2018 2017 Future2Q2018
Version 10.1 roadmap progress - Web Media Inclusions
◆ Installation / Administration◆ Persistent chat◆ Proactive chat◆ Push URL◆ File transfer◆ Co-browsing◆ Form Completion◆ Browsing history◆ Media escalation – voice or video◆ Click to dial◆ Web callback
Version 10.1 roadmap progress - Queues Redesign
The‘Queuebar’givesasummaryofthestateofthequeueincludingasummaryofhowmanyagentsareinalert,onabreakorinworktime.
IdleAgentsaredisplayedwithagreybackgroundinallqueuestheyhavedeliveryfrom.Theicon
denotestheagentsclassforthatqueue.
Agentsinworktimeoronabreakareshownwithabluebackgroundinallqueuestheyhavedeliveryfrom Agentsonacallfromthisqueueare
showninblackAgentsonacallfromanotherqueueare
showningrey
Allcallinformationisavailablebyclickingand
Agent
Queuealerts
Agentalerts
Roadmap CC 11.0 – release TBC
3Q2017 4Q2017 1Q2018 2Q2018 Future
Independentdeliveryü TouchPointAgent
Recordingü Compliance
CUCMACMIPONECMSFT
ü AnalyticsDBrewriteü Analyticsproject
11.0deliveryTBCü EmailPBXredesignü ContactServervsNEXTü Customerjourney,clientssidescriptingü WebAdminvsNEXTü GoalsettingandKPInotificationsü Easeofdeploymentonvirtualserversü QMSdisplaymultimediaevaluationsinTP
General QMS Product Strategy◆ Channel Expansion
Development of region-specific enhancements to support introduction of QMS into new territories
◆ Contact Center SupportContinue to align QMS with the Enghouse contact center products and roadmaps
◆ Multi-channel Recording and AnalyticsIntroduce and develop a multi-channel recording strategy, particularly in alignment with the Enghouse contact center products.Increase the features that allow customers to extract business intelligence from the recorded interactions
◆ Switch IntegrationsReview and maintain existing switch integrations and strategically add new integrations to support business objectivesDevelop complimentary applications and functionality to enhance the recording proposition for specific switchesFocus primarily on Skype for Business and Cisco
◆ Reliability & Lower Cost of OwnershipContinuously improve the scalability, resilience, performance and logging capabilities of the platformStrive to achieve a 50% reduction in cost of ownership per three year cycle
Release Schedule
QMS v7.1
QMS v7.2
It’s time for lunch
Followed by demonstrations:
Luke BrownTechnical Sales Consultant
said they would only try to reach support once before giving up
on a purchase.
51%
of dissatisfied customers won’t even contact the business to discuss their
experience
96%of consumers quit doing business with a
company because of a bad customer experience.
86%
Dissatisfied Customers Bad Experience
RTSAOverview
Real-time speech analytics - What is it?
- Unique approach to Speech Analytics- Toolbox for scoring calls by predefined criteria- Soft Evaluators measuring speaking behaviours
- Enhance training efficiency and gather new business insights
- High accuracy phrase recognition- Perfect for compliance assurance
- Extensive reporting tools and offline mode
Key Elements
- Real-time feedback for the agent- Shows scores, checklists and hints- Guides the agent during the call- Assures quality during the call instead of checking it
afterwards- Continuously coaches the agent
Base licence: Soft-Evaluators
ArcProServer
SpeakingRateChecks tempo of speech. Are they speaking in moderate tempo?
VolumeMeasure how loud the voice of the agent is heard.
StressLevelTrack the emotionality of agent and customers.
CrossTalkingDoes the agent interrupt the customer? Or vice versa?
SpeechRatioHow much of a call is the agent speaking and how much the customer?
SignalQualityIs there jitter on the line or does the signal clip or maybe there is noise?
DynamicRangeDoes the voice not sound natural? Maybe a broken microphone or a second voice heard in the background.
PauseMeasures length of pauses and length of speaking passages.
Phrase-Recognisers: Hard Evaluators
Required PhrasesFor necessary phrases and keywords in calls.
Good PhrasesGood but optional keys and phrases to mention.
Bad PhrasesBad phrases and keywords. Agents shall not use them!
Dialog PairsQuestion and answer checked together. Did the customer really agree with „yes“?
CategoryTo categorize calls via phrases and keywords mentioned in close proximity.
Phrase ClearnessChecks clarity of speaking. Are they speaking understandable?
Tailored Analyses
Historic Reporting Graphical Analysis
Report & Refine Quality
GOALS • Required a platform which supports effective customer communications plus compliant
ensuring customers are dealt with sensitively at all times.
SOLUTIONS • Enghouse Interactive Outbound Communicator and Real Time Speech Analytics.
BENEFITS • Reporting capability helps effectively tune the solution to provide key details about call
outcomes • Ensures that agents are fully compliant with all stipulations by the end of the call and used
language that complies with prevailing legislation. • 100% improvement in sampling, reviewing and scoring interactions providing an effective
audit call process. • Moving beyond pure compliance to a closer, more empathetic engagement with the
customer.
Videohttps://www.youtube.com/watch?v=wMFXpza77gA
Session Summary
See a Live Demo
Thank you
Round table
Thank you J