CrmXchange Podcast - CX and Contact Center Technologist Interviews: Recent Episodes
Sheri Greenhaus
If you would like to hear from the best in the industry - listen to the CrmXchange podcast series. We interview leading contact center vendors, analysts and consultants
Swapnil Jain, CEO and Sharath Keshava Narayana, CRO, Observe.ai discussed how their agent-first voice AI platform differs from traditional speech analytics software which is built on text transcription. The company uses what they call a SpeechNLPapproach to perform a deep analysis of the combined audio and text stream to detect patterns in the tone of the speaker.
Serenova helps organizations strategically determine how they bring in additional channels. As customers’ demands change, their customer persona has also changed. There’s an increasing need for instant gratification, a connect-me-faster and make it a smarter exchange mentality. Serenova software helps clients do that; they look at their contact centers and say, ‘We’ve always had voice, we’ve always had email, but it’s just not cutting it anymore.’ They know their customers want more ways to reach them but aren’t sure how they do that. When they’re looking at solutions, omnichannel is now a part of the conversation.
Chetu, the nearly 20-year old software development specialist company, does a great deal of custom development. Beyond doing extensive work with telephony, they also focuses on numerous other contact center functionalities. They build contact centers based on how their customers want them to be built .
Cognigy was founded by two men who had deep experience in enterprise systems. Initially their thought was to create a solution around voice, but they soon realized that the niche that needed to be served was creating a true conversational AI platform that could serve not only contact centers, but all parts of the broader enterprise. The goal was to create a single platform that met the needs of all areas, one that used the same development facilities and could be extended and expanded to cover an almost infinite spectrum of conversations.
TCN focuses on a myriad of different business types and contact center services. The company has offices throughout the US, India, Canada and Australia. The solution incorporates voice, email, SMS and an about-to-be relaunched chat component, as well as a business intelligence (BI) application with strong reporting capabilities that provide additional data and insight to their large and small contact center clients. Bird noted that while ominichannel revenue is rising, most of the company’s customers still primarily use voice, with only 20% employing other channels There are several reasons behind the lag - agent training which enables them to work with multiple channels, regulatory in terms of compliance, and client confusion when deciding which channels to send customers to, resulting in a default to voice.