Aylesbury, United Kingdom April 14, 2024 –(PR.com)– Sytel, a UK-based vendor of a Contact Center as a Service (CCaaS) cloud platform, has predicted that as automation is introduced to manage service levels in the contact center, the need for supervisor intervention will be reduced by 90%+.

The claim is made as Sytel release their Sytel Real-Time Automation (SRA) solution, which automatically assigns agents to work on queues where the service level is under threat, no matter what the media type.

Sytel CEO Michael McKinlay commented, “Automation of inbound operations is a logical step forward. What is surprising is that it has taken the industry until now to achieve it.

“Does SRA put supervisors out of a job? Automation will do some of the work supervisors currently do, and do it much more efficiently. But no supervisor wants to spend their time stressing about where to pull agents from to help a struggling queue. Automation frees supervisors for higher value tasks, like coaching, encouraging their teams and quality monitoring.”

Supervisors and team leaders aim to keep queues properly staffed during a shift. But this can be derailed by unscheduled events – e.g. absences, shrinkage, spikes in contact volume. This can keep customers waiting longer in queues, causing frustration, and can break Service Level Agreements (SLAs) for BPOs.

McKinlay continued, “Preparation is essential, of course. Workforce Management (WFM) is invaluable in predicting the right staffing needs in advance. But once a shift has started, what do you do when demand outstrips supply?

“WFM can only tell you there’s a problem. It’s usually up to supervisors to figure out where to get extra resources from, without causing more trouble.

“But this job has become increasingly complex, even impossible. That’s especially true for larger contact centers needing to manage customer engagements across voice as well as web chat, email, SMS, WhatsApp, etc.”

Contact centers have traditionally coped by bringing non-front-line staff in to handle calls (“queue busting”) and offering to call customers back while keeping their place in the queue (“queueback”).

“These practices maintain the illusion that service levels are under control,” says McKinlay. “But really they create more short-term demand, and increase the cost of servicing by failing to resolve issues first time. These should be methods of last resort, not everyday occurrences.

“The best answer? Automation. SRA is making the best possible decisions automatically, literally second by second, so that any supply/ demand imbalance is shared between queues, and no single service level falls off a cliff. Automated service level management ensures that no agent time is wasted, keeps wait times for customers low, and, crucially, offers supervisors freedom from the stress of managing service levels manually.

“The ‘brain’ at the center of Sytel’s CCaaS platform is the Automatic Session Distributor (ASD™), which holds the current state of everything in memory; all agents with their different skills, all sessions in all channels, all queues, each with its target service level. It has authority to take action across all work queues, outbound as well as inbound. And it is the ‘brain’ which is providing the resources to SRA to do its dynamic management, constantly updating all queue states and assignments second by second.

“It’s a big win for the power of AI and a huge win for CX as customer wait times are now kept under control,” said McKinlay.

To see SRA in action, see https://sytel.com/capabilities/dynamic-workforce-management/real-time-automation-a-simulation/

For a free trial, email Sytel at [email protected]

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About Sytel
Sytel develops and supplies a full-featured, multichannel Contact Center as a Service (CCaaS) cloud platform.

Featuring best-in-class automation for both inbound and outbound, it is available by subscription as CCaaS, fully managed and supported by Sytel, or for quick and easy deployment by partners and enterprise users.
Comprehensive APIs enable integration with any surrounding environment, including leading-edge Generative AI apps.

Contact Information:
Sytel Limited
Jamie Stewart
+44 1296 381200
Contact via Email
www.sytel.com

Read the full story here: https://www.pr.com/press-release/909811

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Source: PR.com

Miami, FL April 04, 2024 –(PR.com)– In today’s digital age, owning a radio station has often been reserved for those with deep pockets and extensive technical know-how. Traditional barriers such as startup funds, equipment costs, and the need for specialized training have deterred many aspiring broadcasters from pursuing their dreams. However, a groundbreaking new platform is poised to revolutionize the radio industry, democratizing ownership and putting the power of broadcasting into the hands of everyone: AI Radio Bot.

Gone are the days of prohibitive expenses and complex setups. With AI Radio Bot, launching a radio station is as simple as a few clicks. This innovative platform harnesses the capabilities of artificial intelligence to automate broadcasts, allowing users to effortlessly share their expertise and reach wider audiences.

At its core, AI Radio Bot is a fully featured online radio streaming server with the added bonus of video streaming capabilities. What sets it apart is its utilization of Deep Neural Net Text-to-Speech technology, enabling the platform to read text content aloud using a variety of customizable voices. From selecting the perfect voice to seamlessly integrating with Restful APIs and RSS services, AI Radio Bot offers unparalleled flexibility and ease of use.

But the innovation doesn’t stop there. AI Radio Bot goes beyond basic automation, offering users a suite of features to enhance their broadcasts. From mixing spoken text with professionally produced jingles and music to integrating prerecorded clips for advertising, the platform empowers users to create dynamic and engaging content with minimal effort.

The potential applications of AI Radio Bot are vast and varied. Podcasters can transform their shows into 24/7 radio stations, providing around-the-clock access to their content. Musicians can leverage the platform to increase exposure for their music, while bloggers can share their expertise through captivating broadcasts. Even companies can benefit by using their own radio stations to advertise products, services, and industry insights.

According to Igor Vishnevskiy and Stephen Jester, the inventors of AI Radio Bot, the mission is clear: to make AI radio accessible to everyone. By eliminating barriers to entry and simplifying the broadcasting process, the platform opens doors for aspiring broadcasters of all backgrounds.

“Our service will allow writers to run their own talk radio stations without spending thousands of dollars on professional equipment or specialized training,” Vishnevskiy explains.

With its user-friendly interface, powerful AI capabilities, and endless customization options, AI Radio Bot is poised to transform the way we think about radio broadcasting. Whether you’re a seasoned podcaster, a budding musician, or a business looking to expand your reach, this revolutionary platform offers the tools you need to make your mark on the airwaves. Experience the future of online radio streaming with AI Radio Bot and unleash your broadcasting potential today.

Contact Information:
AI Radio Bot
Igor Vishnevskiy
628-241-5866
Contact via Email
https://airadiobot.com

Read the full story here: https://www.pr.com/press-release/909325

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Source: PR.com