Contact centers

Contact centers

Contact centers Why do you need a contact center?  It's necessary to reduce the number of branch offices  You want to change the structure from a 3-tier model to a 2-tier  You want to keep operating profit while reducing operating costs...
Calls Recording

Calls Recording

Calls Recording Project prerequisities  A large array of recorded calls  Lack of quality control  Quality management Project objectives  Categorization of all calls based on the topics and searchable by keywords  Operational...
WFM scheduling

WFM scheduling

WFM scheduling Project prerequisities  Unbalanced load during the day  Underload or overload on the line  Quality monitoring of business processes for customer service Project objectives  Build automation of forecasts and schedules...
Speech analytics of calls

Speech analytics of calls

Speech analytics of calls Speech Analytics The TARP research of the client complaints in the 200 largest companies in the world showed a very interesting findings: = Only 20-25% of complaints are caused by low qualification of operators (ignorance and...
Interactive Voice Response (IVR)

Interactive Voice Response (IVR)

Interactive Voice Response (IVR) Interactive Speech Interaction System (IVR) КEvery day Contact Center processes large flows of requests on a variety of issues start from getting information about the working time to solving a complex issue. If there are additional...
Development and implementation of Chatbots

Development and implementation of Chatbots

Development and implementation of Chatbots Chatbots are the future that becomes inevitable The way people communicate online is rapidly changing. First, there were calls and emails. Then social networks swept in. The most recent development is messaging applications...
Voice biometrics

Voice biometrics

Voice biometrics Project prerequisities  Verification of callers on the phone  The need for verification of active operations and the provision of confidential information  The struggle with the frauders Project objectives  Subscribers...
Alternative channels of communication

Alternative channels of communication

Alternative channels – chat, Viber, web calls, Skype Project prerequisities  Customers are increasingly using online channels of communication  Client access to services while roaming  New and preferred channels of interaction Omnichannel...