Sentiment’s role in contact centre management
Sentiment Analysis – What is it and how does it work? Most speech analytics solutions, including Contact Lens for Amazon Connect (Contact Lens), provide sentiment analysis in their functionality. Sentiment analysis, using artificial intelligence, analyses both lexical content (the words a person speaks) and acoustic content (non-linguistic characteristics of a person’s voice, such as […]
Is the wallboard extinct? Far from it!
Wallboards: What are they? Why do they matter? Pre- Covid, wallboards were an essential feature of contact centres. They consisted of reports displayed on plasma screens mounted on the contact centre’s walls. Wallboards were designed to let all staff know what was happening in the contact centre in terms of KPIs, such as Average Handling […]
Knowledge speaks, but wisdom listens
What is Amazon Connect Wisdom? How does it work? When Jimi Hendrix said: “Knowledge speaks, but wisdom listens”, he had no idea that he would be summarizing the functionality of Amazon Connect Wisdom. (Wisdom). Wisdom combines speech analytics (the “listens” part) with a database search and retrieval tool (the “speaks” part). Speech analytics processes […]
Authentication without complication
Who needs voice biometrics? One of the main challenges of online business is authenticating customers when they call or log in. In his June 2017 article, Albert Seltzer, the Managing Director of SpesCom DataVoice, described the scale of identity fraud. The statistics quoted are from 2004. The UK’s Fraud Prevention Services reported that the number […]
QM – the future is hybrid!
Who needs QM? Quality Management (QM) has been used in contact centres for more than 20 years. The classic concept of QM is manual. A random sample of recorded calls is selected. A “Quality Analyst” listens to these calls, answering questions on a form to see if they meet certain criteria. Contact centres usually […]
From start-up to standard: How Omningage emerged from the cloud. By Daniel Solomon (MD Omningage)
A Scottish tale….. On May 12th, Ahmad (Omningage CTO) and I took part in a networking event for the cloud technology industry in AWS’s Development Centre in Edinburgh, Scotland. It was jointly hosted by SVL Telecommunications (SVL), the UK’s longest serving contact centre partner, and Amazon Web Services (AWS). We were excited to share the […]
Sentiment analysis – unravelling the mystery
What is it? In their September 2019 article, Nexidia defined sentiment analysis as a “branch of speech analytics that focuses specifically on assessing the emotional states displayed in a conversation.” Cloud computing has made sentiment analysis available for a much lower price, so interest in it has increased greatly. Customers usually make decisions based on […]
Contact Centres and the Insurance Industry
Evolution In his recent article, Tony Iero describes how insurance companies have been using contact centres since the late 1970s. Originally, they only operated during office hours and were intended to supplement brokers and insurance agents by allowing policyholders to ask questions over the phone, make changes to an existing policy or to file a […]
Omningage Connect and Chatbots – doing more with a lot less
Chatbots – origins and explanations Technology has always driven the contact centre industry. Contact centres allowed customers to contact companies from their own homes or offices without having to visit local branches. More recently, the development of the internet led to digitization and alternative communication channels. Webchat allowed customers to enjoy the instant response of […]
