Home Business Telecommunications Optus launches package to improve customer relationships

Optus launches package to improve customer relationships

Australia's second largest telecommunications company, Optus, has expanded the customer experience management solutions offered by its Optus Business division, launching a cloud-hosted package to improve clients' customer relationships.

Known as Customer Engagement Management as a Service, the package is built on the Verint Enterprise Workforce Optimisation suite and improves security of business interactions by capturing data about calls and utilising it to better the customer experience.

“Competition has never been fiercer in Australia, fuelled by the arrival of well-known international brands and an increasing number of small businesses all vying for market share," said Cam Harris, director of Digital Business Solutions for Optus Business.

"In this environment, creating a stellar customer experience is critical to gaining a business advantage.”

He said Optus CEMaaS evaluated the sentiment of a call — such as whether an angry caller calmed down — using speech analytics to capture key words and measure the tone.

"The system summarises information so that a business can spot trends, optimise its products and improve customer engagement," Harris added.

"The platform also measures performance management criteria to indicate specific training for an individual employee to create better contact centre experiences for customers.”

CEMaaS uses desktop analytics to aid businesses in identifying trends from customer interactions, measures quality and compliance, and identifies opportunities to improve service delivery.

The platform also helps more efficient uses of resources; for example, it can pinpoint times of high call traffic when more contact centre staff should be rostered.


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Sam Varghese

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A professional journalist with decades of experience, Sam for nine years used DOS and then Windows, which led him to start experimenting with GNU/Linux in 1998. Since then he has written widely about the use of both free and open source software, and the people behind the code. His personal blog is titled Irregular Expression.