Teckinfo Solutions - Cloud Contact Center Software

A contact center may handle thousands of conversations every day; however volume is not an indication of performance; it’s what happens inside those interactions and using that information to improve operations that provides real value.  AI-based Quality Management Systems are transforming the role of QA teams. Instead of treating quality assurance as a periodic activity based on manually reviewed samples, AI-driven QMS can make interaction intelligence part of the contact centre's everyday operation.  That is why AI QMS is increasingly being viewed as an operating system for any high-performance contact center.  From Quality Assurance to Operational Intelligence Traditional quality assurance always focused on checking the interaction, scoring, and identifying individual agent issues with it. AI-driven quality assurance expands that role. It can evaluate a large number of interactions and find recurring trends, possible future compliance issues, recognize sentiment and...

In today’s environment, businesses engage with customers across many touchpoints — such as web sites, mobile apps, email, WhatsApp, live chats, social media and telephone calls. Although both unified CX and Omni-channel CX focus on improving the way customers interact with your company and have the same goal of improving customer experience, they approach this in different ways. To help your organization make informed decisions about how to improve collaboration amongst teams, reduce costs increase operational efficiency, and provide superior customer experiences for a large number of customers. What Is Omni-channel CX? Omni-channel CX allows for the seamless flow of customer conversations across all possible communication channels such as live chat, WhatsApp, etc. The customer can begin a conversation using live chat, then continue it via WhatsApp and finally be able to reach out to an agent over the phone, never having to repeat what the issue was again. The ultimate objective of omn...