Tag Archives: contact centres

Speechmatics and Puzzel partner to transform customer experiences using any-context speech recognition

Speechmatics, a UK leader in any-context speech recognition technology and Puzzel, leading European Contact Centre as a Service (CCaaS) provider, have partnered to transform customer experiences in contact centres through Puzzel’s Agent Assist technology. Continue reading Speechmatics and Puzzel partner to transform customer experiences using any-context speech recognition

Route One Connect partners with Aculab to offer voice biometrics as part of its Contact-Centre-as-a-Service (CCaaS) portfolio

Route One Connect, a specialist in delivering exceptional customer experiences for contact centres using Amazon Connect and the wider AWS ecosystem, is pleased to announce its partnership with Aculab, a global provider of API-driven advanced speech and signal processing technologies for telecoms-related, automated interactive systems. Continue reading Route One Connect partners with Aculab to offer voice biometrics as part of its Contact-Centre-as-a-Service (CCaaS) portfolio

Six ways to manage AHT in multi-channel contact centres

BLOG: by Thomas Rødseth, VP of Product & Marketing at Intelecom, takes a closer look at Average Handle Times in multi-channel contact centres… With all the talk of Customer Experience Management and Customer Effort, it’s easy to forget that customer service managers don’t have bottomless pits of money. Best practice in contact centre management isn’t just about being effective, it’s also about being efficient. That is why many traditional measures of call centre performance, such as Average Handle Time (AHT), are as relevant as ever. Continue reading Six ways to manage AHT in multi-channel contact centres