Onica, a Rackspace Technology Company, Introduces Contact Center Intelligence Solution Built on Amazon Web Services
August 18 2020 - 4:28PM
Onica, a Rackspace Technology™ (NASDAQ: RXT) company and Premier
Consulting Partner in the Amazon Web Services (AWS) Partner Network
(APN) and audited AWS Managed Service Provider, today launched its
new Contact Center Intelligence (CCI) Post-Call Analytics solution
built on AWS. The solution, built on a serverless analytics
platform using Amazon Comprehend and Amazon Transcribe, is designed
to simplify and accelerate time to insight on customer calls.
As volumes of interactions in contact centers reach new heights,
providing timely answers to customers’ queries, while also keeping
customer service agents engaged, has never been more crucial. New
technologies are giving companies the capability to provide
independent answers to the most mundane customer questions, make
agents more productive, and make the best use of the information
processed in contact centers.
However, piecing together the various technologies to make an
intelligent contact center can be a large undertaking for
organizations that do not have the skills in-house to do so. This
is why Onica has developed a serverless analytics solution on AWS
that further enhances customer experiences in contact centers by
gaining insights through automated call transcription, call
motivation classification, resolution disposition, call sentiment
analysis, audio and transcription archival, and agents’ adherence
to policies.
“The modern customer requires an unparalleled level of care and
service,” said Tolga Tarhan, CTO at Rackspace. “Too many companies
are tied up building and maintaining complex systems to meet those
needs — taking away agents’ ability to focus on differentiation in
customer care and business efficiency. By leveraging machine
learning and artificial intelligence in the contact center, we take
the heavy lifting out of the equation, freeing agents to do what
they do best.”
The Onica’s post-call analytics solution’s features include:
- I Sentiment Analysis that supports agent and
caller identification and turn-by-turn sentiment analysis.
- Custom Vocab with the ability to include
custom vocabulary for domain specific transcription.
- An Admin Portal that provides turn-by-turn
analysis, and the ability to replay audio and view
transcriptions.
- A Custom Dashboard to view aggregate and
individual call sentiment scores.
- A Serverless Architecture to scale seamlessly
through unpredictable traffic and stay resilient with auto-scaling,
and self-healing systems.
- The ability to Predict Customer Churn by
integrating analysis models with call data.
The Contact Center Intelligence solution offers a variety of
ways that organizations can simply and flexibly use machine
learning for business benefits. The solution consists of
accelerators shared with participating partners to reduce the time
it takes to implement natural language processing (NLP)
technologies in three areas: self-service (chatbot or ML-driven
Interactive Voice Response, IVR), live call analytics to assist
agents and supervisors in real time, and post-call analytics to
leverage insights present in contact center files recorded.
Participating partners apply their core competencies to
differentiate on top of the CCI technology and delight customers
with better, faster, cheaper contact center solutions.
To learn more about Onica, please visit https://onica.com.
About Onica
Onica is a global cloud native services provider at the
forefront of cloud computing. As a Premier Consulting Partner in
the Amazon Web Services (AWS) Partner Network (APN) and audited AWS
Managed Services Provider, we help our customers solve the most
complex and transformative cloud projects in the world to build new
revenue streams, increase efficiency, and deliver incredible
experiences.
As a Rackspace Technology Company, we are backed by a global
network of experts delivering proven solutions across the full
spectrum of cloud technology. Everything we do is wrapped in our
obsession with our customers’ success – our Fanatical Experience™ –
so they can work faster, smarter, and stay ahead of what’s
next.
Media ContactNatalie SilvaRackspace Technology
Corporate Communicationspublicrelations@rackspace.com
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