NobelBiz

JANUARY 21, 2025

Voicemail Drop : When a call goes unanswered, this feature leaves a pre-recorded message automatically, saving agents time and keeping messages consistent. These tools dont just save timethey help call centers provide a smoother, more professional experience for both agents and customers.

Call Center 52

Call Center CRM Contact Center Analytics 52

NobelBiz

FEBRUARY 20, 2024

Explore how VoIP can significantly reduce costs for call centers in 2023 with our insightful article – an essential read for businesses looking to enhance efficiency and save money! Real-time visibility into call center activity empowers managers to make informed decisions.

Contact Center 105

Contact Center Call Center Self Service Call Recording 105

AWS Machine Learning

MAY 7, 2024

Based on a survey conducted by American Express in 2023, 41% of business meetings are expected to take place in hybrid or virtual format by 2024. The recording is transcribed to text using Amazon Transcribe and then processed using Amazon SageMaker Hugging Face containers to generate the meeting summary.

Meeting 128

Meeting Resources Call Recording Training 128

AWS Machine Learning

DECEMBER 21, 2023

In October 2023, SageMaker Canvas announced support for foundation models among its ready-to-use models , powered by Amazon Bedrock and Amazon SageMaker JumpStart. Customer post-call analytics Another area where contact centers can take advantage of SageMaker Canvas is to understand interactions between customer and agents.

Contact Center 114

Contact Center Call Center e-support Knowledge Base 114

CSM Magazine

JANUARY 19, 2023

Analyse data properly It’s not just about buying a great analytics tool, you need the right level of human competency to bring it to life. Start with the wealth of information held in call recordings and post call surveys – is it chatbot containment?

Data 52

Data Self Service Chatbots Call Recording 52

NobelBiz

MARCH 14, 2023

Call recording and monitoring systems to help agencies monitor agent performance, ensure compliance, and identify areas for improvement. Poor Data Management and Analysis: Managing and analyzing call center data can be a complex task that presents several challenges for businesses. Understanding an ATDS in the TCPA landscape ?

Contact Center 52

Contact Center Call Recording Call Center Guidelines 52

NobelBiz

JUNE 7, 2021

If no one is accessible, calls can be redirected to other colleagues’ extensions. Other VoIP capabilities include interactive voice servers, automated assistants, call waiting, call reporting, call monitoring, call recording and transcription, conference calls with external access and mobile application call portability.

Contact Center 52

Contact Center Multi-Channel Omni-Channel Conference 52

NobelBiz

FEBRUARY 23, 2023

If no one is accessible, calls can be redirected to other colleagues’ extensions. Other VoIP capabilities include interactive voice servers, automated assistants, call waiting, call reporting, call monitoring, call recording and transcription, conference calls with external access, and mobile application call portability.

Contact Center 52

Contact Center Multi-Channel Omni-Channel Conference 52

AWS Machine Learning

MARCH 20, 2025

Gartner predicts that by 2027, 40% of generative AI solutions will be multimodal (text, image, audio and video) by 2027, up from 1% in 2023. The McKinsey 2023 State of AI Report identifies data management as a major obstacle to AI adoption and scaling. A traditional call analytics approach is shown in the following figure.

Data 109

Data Multi-Channel Effort Score e-support 109

AWS Machine Learning

NOVEMBER 6, 2024

Transcribe audio with Amazon Transcribe In this case, we use an AWS re:Invent 2023 technical talk as a sample. For the purpose of this notebook, we downloaded the MP4 file for the recording and stored it in an Amazon Simple Storage Service (Amazon S3) bucket.

Call Center 108

Call Center Video Contact Center Financial 108