Unless you know what problems you’re trying to solve with the cloud, you may not see the contact centre transformation you had hoped for. But once you have a plan, the sky’s the limit.

You may have heard there’s a new kid on the block. At Google Next 2020, Google Cloud have introduced “Dialogflow CX” and the DVELP team have been having some fun experimenting with this new bot-building tool. We’re now ready to share our initial thoughts on what Dialogflow CX could offer our clients.

In our season finale, Aileen Allkins, CEO and Founder of Aileen Allkins Consultancy (AAC) joins the pod booth to discuss whether the Customer Service Industry is on the precipice of a paradigm shift in the way they operate or whether businesses will go back to the way they were

Language has been our default way of communicating for around 150,000 years.

Delivering such a high-quality customer experience approach at scale – one that’s consistent across both digital and physical engagement channels – has always been challenging. That’s where Service Cloud Voice fits in, allowing you to integrate your enterprise voice telephony into Salesforce CRM.

Take your first step towards a digital voice channel. Intent Capture and Analysis (IC&A) uses Google Cloud’s Contact Centre AI to uncover reasons for calls into the contact centre. By capturing customers intents and categorising the reasons for calling, you build rich insights to help support business decisions.

As you’d expect, Google Cloud’s contact centre solutions include some of the best automation and AI tools out there.

Como cabría esperar, las soluciones de centro de contacto de Google Cloud incluyen algunas de las mejores herramientas de automatización e IA existentes. Dialogflow forma parte de la solución de inteligencia artificial para centros de contacto de Google Cloud y ayuda a simplificar la experiencia de cliente a la vez que ofrece datos de interés sin igual sobre las conversaciones y los clientes.

Sabio ha presentado el webinar Actionable Data con Speech Analytics en el que han participado Rocío Rodríguez, Insight Sales Specialist en Sabio, Ana María Cano, Gerente de Atención al Cliente en Renfe y Sheila Sanz, presentadora del evento digital y Marketing Field Manager en Sabio. 

Sabio ha presentado el webinar Actionable Data  Speech Analytics en el que han participado Rocío Rodríguez, Insight Sales Specialist en Sabio, Ana María Cano, Gerente de Atención al Cliente en Renfe y Sheila Sanz, presentadora del evento digital y Marketing Field Manager en Sabio. 

• 3-year services agreement to support and optimise core contact centre and workforce optimisation solutions

• Se trata de un acuerdo de 3 años de servicio para prestar soporte y optimizar las principales soluciones del Contact Center y workforce

How to get your teams working together and feeling better.

Senior CX leader Kate Thornton shares her experiences of working on the ‘front line’ and the benefits of properly involving your staff when innovating and problem-solving.

If you haven’t tried speech analytics yet and don’t know where to start, this article is for you. I’m going to share my experiences and tops tips for setting up a speech analytics programme. I’ll also show you how to get the most out of speech analytics to support teams across your business.

How to make your automation and AI process smoother.

Using the cloud to power your CX is just the beginning of the story. The rest is written by you and your team.

Sabio to deploy Genesys Cloud Customer Experience platform

In a recent ‘FinTech Finance Virtual Arena’ episode, Barry Webb of BGL Group and I discussed digital customer experience during the COVID-19 pandemic. More importantly, how the insurance industry has adjusted to the new digital environment focusing on customer experience.

One of the online panels at this year’s ‘Future of Utilities Summit’ focused on the shape of things to come for customer experiences, and I was pleased to be invited to discuss this with Eileen Brown (Customer Experience Director at Northern Gas Networks), Mark Royle (Chief Executive Officer at Zebra Power) and our moderator Sarah Lockett.