Today’s call centers have multiple options when it comes to providing customer service, and each subsequent technology improves the efficiency of the center and the agents working in the facility. Until very recently, one of the processes still being performed using traditional methods was quality assurance (QA). The processes involved QA-use procedures and tools to… Read More »
MetroPCS, the flagship brand of T-Mobile US, has begun implementing Amdocs (News – Alert) corporate payment processing solution in the context of a strategic multi-year agreement. The solution is expected to enable MetroPCS to expand and optimize its customers’ electronic payment functionality, as well as reduce operational costs associated with customer bill payments. A recent… Read More »
It’s a popular notion that most customers hate IVR (interactive voice response) because they actually do not serve any purpose and instead take callers through a series of steps and music. In most cases, callers end up trying to get in touch with a live agent to clear their doubts and solve their problems. However,… Read More »
Speech Storm, a company that provides mobile voice customer service, signed an agreement with GM Voice, a producing company that creates voice prompts for business automation. This partnership is focused on helping Speech Storm to expand its customer base over the world and provide innovative IVR solutions to more businesses. Companies will cooperate to translate… Read More »
Microsoft is going to release a tool for real-time simultaneous translation via Skype, which will be a breakthrough in the field of international communication. The technology has a rather logical name: Skype Translator. It combines speech recognition, automatic translation, and artificial intelligence. Thus, Skype users will now be able to communicate without any special understanding… Read More »