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Fusion

INDUSTRY SPOTLIGHT: SmartScribe

960 640 Guest Post

Fusion’s plug ‘n’ play application SmartScribe® shines a light in minutes on your customer interactions. Find out how.

SmartScribe® from Fusion.

Switch the lights on in minutes and learn what’s really going on between your agents and your customers. SmartScribe® is easy to deploy and brings relevant analytics from the get-go.

Use your call and screen recordings to capture insight into your compliance, quality monitoring, customer service and agent performance.

The Smart Approach

Contact Centres have a number uses for transcription, speech analytics and screen recording. But what are the most popular ones?

  1. Redaction: In our GDPR age and with PCI regulations tightening, ensuring your call recordings are compliant with both is important. A tool like SmartScribe® removes sensitive information from the call transcription and the recording, leaving your Contact Centre free to store call recordings without breaching regulations.

  2.  Automating Compliance: Agents are typically required to deliver statements, or ask questions, to ensure the company complies with external regulations, internal standards and reporting. Using speech analytics means you can check compliance on every call and help you provide targeted training where needed. 

  3. CX and Agent Performance: Truly understanding customer trends across each interaction is becoming ever more important with the focus on Customer Experience. Using automation tools like SmartScribe®, companies are monitoring all of their calls, building a much fairer understanding of agent’s performance.

The three key questions

These questions cover topics which have prevented companies adopting this technology in the past.

How does it work? SmartScribe® will take your voice, chat and email records and automatically check them for compliance using Natural Language Processing (NLP), Artificial Intelligence (AI) and Machine Learning (ML) technologies. Seeing is believing.

How much does it cost? Much less than it did just a year ago. In fact, the cost barrier to entry has been lowered to such an extent that even small contact centres of just 10 seats can afford to play. 

How much effort does it require? Things have changed… It used to take 3 to 6 months of typing in keywords and teaching the system what you want to know. With SmartScribe’s intelligent processing you can gain insight with practically no heavy lifting at all. 

SmartScribe® is a Leader

Considering the increasing variety of benefits, easy adoption and lowering price, more and more contact centres are bringing automated analytics into their technology stack. 

Here at Fusion we are leading with advances in accuracy and AI through SmartScribe®, helping companies stay compliant, improve efficiency and lower cost.

https://www.fusion-telecom.co.uk

Industry Spotlight: Fusion Contact Centre – Ultimate Unified Desktop

960 640 Stuart O'Brien

Fusion’s agent-inspired unified desktop blends inbound & outbound contact over any channel, and finally at an affordable price.

Introducing Fusion “Contact Centre” 

Fusion Contact Centre is built by agents for agents, which is why it is so easy to use allowing your agents to provide an outstanding customer experience to your clients.

Fusion Contact Centre unifies all communication channels, such as voice, e-mail, sms, social media and webchat, along with CRM and other databases into a single user interface for your agents.

The Customer Perspective

Let’s face it, when a customer wants to get in touch with your business, they don’t think about what “channel” of contact they’re going to use. 

As 85% of the UK population either own, or have access to, a smart phone todays customer has the freedom to select whichever method of contact is convenient for them. “Switching channels” for the consumer from a call to SMS to email to live chat is a breeze. 

The smartphone has brought multiple channels of communication together into a single device, and UK contact centres are struggling to catch up. 

On top of this, a recent study conducted by Microsoft found that 37% of UK residents ranked “having to repeat or provide information multiple times”as the most frustrating aspect of a poor customer experience. 

The Contact Centre Perspective

As businesses we like to keep things separate, because it makes logical sense doesn’t it? We need to report upon KPI’s, monitor contact levels and forecast for scheduling.

Also, contact centres have been bolting on software to help communicate over multiple channels, without doing so with a view to the entire customer journey. 

And beyond different communication channels, did you know that in a typical contact centre 15% of an agents time is spent looking for information across disparate systems?

The need to toggle between multiple programs puts the agent at a disadvantage when trying to answer customer queries in a timely and efficient manner.

Fusion Contact Centre – Unified Agent Desktop

Fusion Contact Centre is built by agents for agents, which is why it is so easy to use allowing your agents to provide an outstanding customer experience to your clients.

Fusion Contact Centre unifies all communication channels, such as voice, e-mail, sms, social media and webchat, along with CRM and other databases into a single user interface for your agents.

Our Unified Agent Desktop (UAD) turns multi-channel interactions into seamless conversations, and your agents are presented with a full history of contact as well as access to other internal company data from the same UI, speeding up AHT, reducing error and improving your customers experience … all from a system designed by agents for agents. 

Phone: 03333 660 560

Email: hello@fusion-telecom.co.uk

Web: www.fusion-telecom.co.uk

INDUSTRY SPOTLIGHT: Simply Compliant

960 640 Stuart O'Brien

Fusion’s simple phone payment technology captures the small and medium contact centre market.

The Threat

Contact Centres taking telephone payments are under threat as Card Not Present (CNP) transactions become the main target for card criminals, as recognised in the latest PCI Security Standards Council guidance released in November last year.

Introduction of the GDPR alongside the Data Protection Act 2018 means that the protection of your customers payment data may not be a mandatory requirement, but a legal requirement instead, which could leave a Company’s Director having personal liability.

Companies small and large, question how they secure payment card data and comply with the PCI Data Security Standard considering;

  • In 2018, every day UK businesses suffered on average 633 attempts to breach their network. [The Times]
  • 42% of UK businesses suffered a breach in the past 12 months. [Source: UK government]
  • 70% of organisations believe their security risk increased significantly last year. [Ponemon Institute]

Solutions?

Key solution providers have focussed on larger contact centres, but Fusion Telecom has broken ranks and has targeted small to medium contact centres, typically having 5 to 500 seats.

Creating a product of such simplicity that agents don’t even need training to take a card payment, and rather than relying on the fear of non-compliance they have built in an added-value feature set, such as call dispositioning, recurring payments, refund administration and call transfer.

Easy Adoption

Removing the barriers to entry, Fusion’s approach provides several options to adopt its award-winning payments technology, so you don’t have to replace your Payment Service Provider or Telephone System.

For small companies that want one provider responsible for multiple solutions, Fusion can supply the whole stack, from telephony, unified desktop, compliant payments, payment gateway and even merchant acquiring services.

Managing Director, Adam Norsworthy, was asked why Fusion has focussed on simplicity and smaller contact centres.

“We see a significant opportunity helping smaller companies be compliant, as they are targeted increasingly every year by criminals, and they often lack the dedicated resource contact centres with 500+ agents have to be secure”.

“Smaller companies can offer a more personalised service, but they are subject to the same laws and standards as their larger counter-parts, and to compete should have access to the same technology at an affordable price.”

Click here to get in touch with Adam and Fusion to take a look under the cover of their new payment technology.