Optus Business expanded its customer experience management solutions with the launch of Optus Customer Engagement Management as a Service (CEMaaS), providing Australian businesses with a single, cloud-hosted package to improve their customer relationships.
CEMaaS, built on the industry-leading¹ Verint® Enterprise Workforce Optimization™ suite, enhances the quality and security of a business’ interactions with its customers by capturing data about calls and using it to improve the customer experience.
“Competition has never been fiercer in Australia – fuelled by the arrival of well-known international brands and an increasing number of small businesses all vying for market share. In this environment, creating a stellar customer experience is critical to gaining a business advantage,” said Cam Harris, Director of Digital Business Solutions for Optus Business.
“Optus CEMaaS evaluates the sentiment of a call – such as whether an angry caller calmed down – using speech analytics to capture key words and measure the tone. The system summarises information so that a business can spot trends, optimise its products and improve customer engagement. The platform also measures performance management criteria to indicate specific training for an individual employee to create better contact centre experiences for customers,” added Mr Harris.
Using desktop analytics, CEMaaS also helps business identify trends amongst its customer interactions, measures quality and compliance, and identifies opportunities to improve the services delivered. The platform allows businesses to allocate resources more effectively, such as pinpointing times of high call traffic when more contact centre staff should be rostered.
“The launch of Optus CEMaaS is a critical milestone in the relationship between Verint and Optus, helping increase the accessibility of our leading solutions and the speed at which they are deployed. It deepens the partnership between Verint and Optus, with the scalability and security of the Optus Managed Cloud making it the ideal platform for businesses looking to capitalise on the business efficiencies enabled by cloud,” said Michael Stelzer, Vice President Australia and New Zealand, Verint.
According to a recent Digital Transformation Study, 70% of leaders have seen significant or transformational value from digital transformation in customer satisfaction and engagement.² For customer-centric businesses, Optus Business’ new solution offers the full range of rich functionalities which underpin a powerful digital transformation.
Because it is based on the Optus Managed Cloud, the new offering can be rapidly deployed to Mid-Market and Enterprise businesses so multiple users can immediately benefit from its capabilities and access to the entire Verint Workforce Optimisation suite. Importantly, Optus CEMaaS integrates easily with the Optus Contact Centre as a Service (CCaaS) solution, which can then be delivered to customers via Cisco-based Unified Communications technology.