DVELP explained how Airline, DVELP’s solution based on Twilio and Google Dialogflow made it possible to deploy a solution for in 30 days that increased routing accuracy by 70% over their existing IVR, and saved 10 seconds in handling time.
To ensure they can offer best-in-class customer experiences, M&S asked DVELP to help replace a legacy phone system which routes 11 million calls to stores and contact centre per annum, with an AI-powered solution to improve the accuracy, efficiency and scalability of routing.
Panelists:
DVELP CEO, Tom Mullen explained in just 30 minutes how to improve customer centre operational efficiency and provide a more personalised service using Agent Assist.
Agent Assist has been designed to continually analyse the conversation between customer and agent. The underlying AI surfaces key information to assist the agent in real-time, so they can give expert answers quicker and come to a resolution faster.
Recent discussions around Amazon’s planned launch in Singapore – there’s certainly been a lot of activity on the recruitment front – would suggest that there’s good reason for Alibaba’s latest regional move. With Lazada having operations across Indonesia, Malaysia, Singapore, Thailand, the Philippines and Vietnam, a strengthened Alibaba/Lazada operation looks well placed to not just target the region’s 560 million consumers – but also to meet any potential challenge from Amazon head on.
Deployed correctly, Speech Analytics can play a key role in helping organisations to optimise all aspects of their customer journey. However, Sabio recommends that organisations don’t treat the technology as a plug-and-play deployment, instead suggesting that strong governance needs to sit at the heart of any speech analytics project.
In this online session James Hughes and Paul Brassington discussed and reviewed the practical steps that you need to take when preparing to move to the cloud. They also provided anecdotes and examples of the business outcomes that many of our clients seek to achieve in making a move to cloud based technologies and services.
Let us enter the story as lockdown is announced and recall those first adrenaline fuelled weeks.
Covid – 19 saw a rapid switch into remote working was critical. It was the only means for organisations to continue to function. While the pandemic evoked the best from many teams, the size of the challenge differed.
The DemoJam series is hosted by Sabio experts and partners across a range of specialist subjects, sharing short snippet demos in the space of 30mins of best practices, ‘how to’ demos and tips.
Whatever level you are, from beginners to experts, the webinars are perfect to build your knowledge, gain tips and best practices with Sabio expert practitioners.
In this webinar, we will discuss how customers and contact centres are changing and investigate how we can move with the times and redesign internal processes for the better of the business, customers and advisors.
Also, we will take design beyond the confines of the contact centre, to find the latest trends across the entire customer experience.
