Incorporating proven chatbot technology into the existing instant messaging gateway provides the best of both worlds. Customers can enjoy the fast, accurate responses that chatbots can offer yet easily drop through to an available agent at any time all managed by the standard routing record and reporting engines managed to a specific SLA.
Like chatbots, voicebots take the human emulation challenge one step further. 1Stream voicebots provide the benefits of speed and accuracy of a bot with the safety of dropping out to a human agent.
One of the cornerstones of contact centre management is quality management and compliance. Speech analytics revolutionizes this space by providing automatic analysis of recordings searching for key words, phrases, conditions of conflict such as silence, overtalk and elevation of pitch. Speech analytics allows 100% evaluation of contact centre conversations allowing your quality management team to focus on the conversations that matter. 1Stream have launched a local solution with a tailor- made language pack developed specifically for the South African market which is cost-effective
Customer satisfaction and customer experience go beyond the contact centre and directly impact the corporate brand. As more companies move online rather than servicing at local branches the contact centre has become an important point of customer contact. Sentiment analysis using cognitive services and artificial intelligence provides sentiment scores which translate to customer satisfaction and experience across all media channels.