CallCenterUSA Uses AI-Driven and Intelligently Automated Analytics with Machine Learning from OnviSource to Automate Agent Quality Assurance and Performance Improvement
Summary
Driven by speech technologies, automated analytics and powered by AI machine learning, Intellecta enables the teleservices provider to holistically analyze, score and manage quality assurance (QA) and agent performance for 100% of interactions with minimal human effort. Utilizing Intellectas intelligently automated technologies allows teleservices providers to effectively measure silence as well as hard and soft skills and quickly pinpoint training and development for low-performing agents while recognizing and rewarding top performers, thus improving both employee and customer satisfaction overall. “We now have actionable knowledge at our fingertips to determine improvement programs with targeted training that will impact agent adherence, skills, performance and professionalism,” said CallCenterUSA Director of Operations, Kurt Duncan. “AI and automation technologies are no longer costly or a threat to telephone answering and teleservice providers, but cost-effectively increase their business productivity and agent performance in a significant way,” explains OnviSource Chief Revenue Officer, Francisca Crous-Alegria. UniverSum Teleservice delivers cloud solutions that operate seamlessly across multivendor telephone answering systems and applications as well as funding certain user associations’ efforts in enhancing member benefits.
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