Building a Foundation for Dynamic Contact Center Infrastructure Performance Monitoring and Reporting

Leveraging real-time data analytics enables a faster, more precise and effective ability to make decisions over those evaluations made with conventional data reporting. Today, Contact Centers must ensure that they are gathering and analyzing data at a fast pace in order to deliver on the ever-changing customer demands. The amount of data that is being collected from the contact center can be overwhelming and how to take advantage of that data for improving each and every customer interaction is even more challenging. That is why Blueworx continues to focus on developing key integration points for new services from artificial intelligence like IBM Watson to delivering a foundation that can enhance the delivery, collection and ability to report on key metrics and activities.

New Release of Blueworx Voice Response 7.6 for Linux

Blueworx Voice Response version 7.6 introduces a new communications infrastructure that forms the foundation for continued development around event management and reporting.
The event manager offers a new approach to the distribution, storage and sharing of events from various Blueworx components. These broadcasted events are received from an entire cluster and delivered to various applications using a high-performance Producer-Consumer Event Pipe powered by Apache Kafka.

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Delivering an Integrated Path to Artificial Intelligence in the Contact Center with IBM Watson through IBM Voice Gateway

Our team recently attended the IBM THINK show and demonstrated the power of artificial intelligence in the contacts center leveraging Blueworx Voice Response with IBM Voice Gateway and IBM Watson.  In a recent blog post by Jay Zelter, Worldwide Hybrid Cloud Executive at IBM, titled “At The Tipping Point:  Transformation in the Contact Center”, Jay states that we must take a different approach to meeting changing customer expectations.  Combining the power of IBM Voice Gateway and Blueworx Voice Response, IBM Watson enables us to deliver a fresh and powerful cognitive contact center experience.  Today, Blueworx releases BVR 7.5 for Linux which adds support for this integration.

New Release of Blueworx Voice Response 7.5 for Linux

Blueworx Voice Response for Linux 7.5 introduces a complete Cognitive Contact Center solution supported by the integration of IBM Voice Gateway and IBM Watson Conversation with Blueworx Voice Response.

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Artificial Intelligence in the Contact Center

proactive-outbound-hpboxWe are all exposed to some form of Artificial Intelligence (AI) on a daily basis. Whether we employ it for personal projects with Siri, on our device’s software to efficiently tag photos, or at the office with the likes of Watson or Alexa, it is obvious that the Age of AI is here.

Heath Terry, Head of Internet Research at Goldman Sachs, states, “We’re going from a world where people give machines rules to a world where people give machines problems and the machines learn how to solve them on their own.”

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The Forgotten Duo in Customer Experience

We write a lot about customer service but we think it’s pretty essential to tBatman Robinhe success of any business and we also know that companies not meeting these ever so changing customer demands will be left out to shrivel up and die a slow and painful death. Ok maybe not that bad, but you get the point. We have tried to instill the value of actively listening to customers across a range of platforms, implementing lightning speed responses, and providing agents with the super human resources they need to succeed. But among all of these uber important survival skills, we have yet to discuss two crucial elements of customer experience: effort and emotion.

Effort and emotion is an almighty and powerful duo – think Batman and Robin. Both have the power to make or break the customer experience and yet it’s rarely brought up…until now. It’s time to expose the ways we engage with customers and maintain longevity in these relationships.

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Self-Service & Speed of Answer – Resolving Contact Center Top Challenges with Watson

Watson - Self ServiceBusinesses experience many challenges in their contact centers as they try to provide the best customer service possible. In a previous blog, we covered the challenge of attrition in the contact center. (https://www.blueworx.com/resolving-the-contact-centers-top-challenges-with-ai/)   An additional factor in keeping customers and employees satisfied and engaged is the self-service experience.

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Artificial Intelligence in the Contact Center

proactive-outbound-hpboxWe are all exposed to some form of Artificial Intelligence (AI) on a daily basis. Whether we employ it for personal projects with Siri, on our device’s software to efficiently tag photos, or at the office with the likes of Watson or Alexa, it is obvious that the Age of AI is here.

Heath Terry, Head of Internet Research at Goldman Sachs, states, “We’re going from a world where people give machines rules to a world where people give machines problems and the machines learn how to solve them on their own.”

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Blueworx Announces IVR integration with IBM Watson Speech and Language Technologies

Supports real-time IVR communication using IBM’s Watson APIs

Blueworx, a customer experience solution designed to deliver the highest levels of performance, security, reliability and scalability, today announced the availability of IBM Watson Speech to Text and Text to Speech capabilities with Blueworx Voice Response.

Blueworx Voice Response (BVR) is the former IBM WebSphere Voice Response (WVR) platform which was acquired by Blueworx in early 2016. Blueworx successfully completed the testing of its speech connection manager with IBM’s Watson cognitive speech technologies to interface with BVR on AIX, Linux, and IBM Cloud platforms.

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