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January/February 2017
Telecom Reseller 11
that I would like to discuss.”
In depth speech analysis - NLP systems
can now interpret not only what you say,
but the way it was said. Speech analysis can examine tone of voice, vocabulary, mood and more to deduce the emotions, age, gender and requirements of a caller.
Training - Speech analysis can be used to identify gaps in an agent’s knowledge, the types of calls they are best at handling, and can then provide prompts.
Predictive analysis - mood analytics can detect a caller’s emotions and deduce when they are on the verge of frustration, and advise the agent accordingly. Mood analytics is also capable of lie detecting.
Social media - Combining big data with social media can provide companies with an insight into current trends or problems that may affect their call volumes, and prepare accordingly.
HR - companies can put applicants through an automated application process and use data analytics to find the best person for the job.
With the advances in NLP and analytics solutions, call centres are finally able to convert their recorded data into useful information, from which they can gain valuable business insights. The true potential of big data lies in its correct management. For call centres, combining big data with recent developments in analytical technology will begin to turn big data from just a large volume of data into valuable understanding of customer interactions. Ultimately, correct management and analysis of big data is the key to achieving excellent customer service, and improving the success of a call centre. ■
Allworx® unveils Allworx VergeTM IP phone family,
a new class of mobile-first business phones for small and mid- sized businesses
New business user survey validates the market need for better integration between desk phones and mobile devices
ROCHESTER, NY - Allworx® Corp., a Windstream (NASDAQ:WIN) company, has introduced Allworx VergeTM, a new class of mobile- rst IP phones for businesses. Allworx also introduced System So ware version
8.2, Allworx ReachTM version 3.0 (for iOS and Android) and Allworx InteractTM Professional version 3.0 to support the latest mobility integration features available with Verge.
As smartphones have become the
central hubs for business users to manage communications and store contacts, traditional business desk phones are increasingly becoming isolated, less-useful devices. In fact, according
to a new third-party survey of 486 U.S. workers with access to both a dedicated work desk phone and a smartphone, only one in two regularly use their desk phones for making voice calls, and one in three prefer to use their smartphones to make voice calls – even when they have easy access to a desk phone. One in three say they are willing to give up desk phones at work entirely.
“ is survey validates the growing trend
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IntelePeer Introduces Atmosphere® Communications Platform
Nokia launches MIKA – the first digital assistant customized for telecommunications operators
Espoo, Finland – Nokia has created a customized ‘digital assistant’ that will improve telecom operators’ efficiency
by providing engineers faster access to critical information. ‘MIKA’ – powered by the Nokia AVA cognitive services platform and underpinned by Nokia’s services expertise – will provide voice-dictated automated assistance to reduce time spent searching information resources, enabling operators to focus on key business tasks without being distracted by the complexities of multi-technology network environments.
MIKA – or Multi-purpose Intuitive Knowledge Assistant – is the first digital assistant ‘trained’ specifically for the telecom industry, designed to provide automated assistance that saves time and frees highly skilled workers to focus on critical tasks. Nokia analysis of working methods within a Network Operations Center has revealed that application of MIKA could ‘give back’ more than one hour of productive time every day to engineers by providing them with access to information and recommendations through the interactive user interface.
MIKA combines augmented intelligence with automated learning to provide access to an extensive range of tools, documents and data sources. These include the Nokia AVA knowledge library, a repository of best practice gathered from Nokia projects around the world. Using the knowledge library MIKA can provide
recommendations based on similar issues seen in other networks. MIKA is available via a web interface and mobile agent so that engineers can tap into its knowledge base, wherever they are.
Igor Leprince, head of Global Services at Nokia, said: “Finding the right information is a daily challenge for telco engineers tasked with boosting network quality. MIKA taps into the power of the Nokia AVA platform to provide quick and accurate answers, avoiding time wasted on fruitless searches. MIKA is customized to support the specific needs of telecoms, and can deliver recommendations based on experience from networks around the world.”
Nokia introduces Predictive Repair
In addition to launching MIKA, Nokia introduces Predictive Repair, a service that will enable operators to reduce costs and improve network quality by moving away from break-fix approaches to hardware maintenance. This care service can predict hardware failures and recommend replacements up to 14 days in advance, with up to 95 percent accuracy. These recommendations will allow operators
to improve efficiency by avoiding unnecessary site visits, wasted operations efforts, excessive inventory, and false ‘No Fault Found’ returns.
Nokia Predictive Repair is the
first service of its type in the telecommunications industry. It draws on Nokia’s deep hardware services expertise – correlating network, repair center and factory data. By applying Nokia Bell Labs machine learning algorithms to predict failures, the focus is on high-runner modules that generate a significant share of customer repair transactions. The service is available to operators that use Nokia 3G and 4G equipment.
The Nokia MIKA Digital Assistant as
a Service is now available for customer trials, and will be demonstrated at the Nokia booth at Mobile World Congress 2017 in Barcelona (Hall 3, Stand 3A10) between February 27 and March 2. Nokia Predictive Repair will be available for customer trials in March 2017.
More at www.nokia.com.
● MIKA – ‘Multi-purpose Intuitive Knowledge Assistant’ – aids engineers’ efficiency by providing voice-activated access to information
● Powered by Nokia AVA platform, MIKA provides augmented intelligence and automated learning to access best practice
● Nokia also introduces Predictive Repair, a Nokia AVA-powered service that forecasts potential hardware failures up to 14 days in advance
Leading cloud communications provider combines cloud, contact center, premises voice into a single platform
SAN MATEO, Calif. - IntelePeer, a leading provider of business communications including cloud-based communications, cloud contact center, enterprise voice services, and SIP trunking, has announced the launch of its Atmosphere® Communications Platform, combining its world-class enterprise voice services and SIP with its recently acquired cloud contact center o ering and its direct integrations with Cisco Spark. e company’s website, www.
intelepeer.com, has also been refreshed to spotlight the new combined platform.
“With the Atmosphere® Communications Platform we have created a complete business communications o ering backed by expert support,” said Robert Galop, SVP, Product
and Marketing at IntelePeer. “Our full suite of products, deployment options to the premise or through the cloud, and certi cations with the top equipment vendors allow us to serve our customers at every stage of their journey to cloud communications.”
IntelePeer’s Atmosphere® Communications
Platform delivers cloud communications,
cloud contact center, and premises solutions to address today’s business communications needs. Atmosphere® Cloud Communications powers Cloud Calling and Cloud PBX for Cisco Spark uni ed communications. Atmosphere® Cloud Contact Center is a full-featured contact center solution with Interactive Voice Response (IVR), Automatic Call Distributor (ACD), Predictive Dialer, Agent Scripting, Cloud Routing,
and Analytics and Reporting capabilities.
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