Elevate Your Business With OpsCentral AI
The integration of artificial intelligence (AI) is revolutionizing the operations and communication channels of OpsCentral. By leveraging AI technologies, OpsCentral is able to enhance efficiency, improve customer interactions, and optimize performance. This article delves into the various ways AI transforms OpsCentral channels, providing a streamlined and advanced solution for enhanced productivity and customer satisfaction.
OpsCentral GenAI QM Assist
OpsCentral GenAI QM Assist was designed to revolutionize quality management for businesses.
At the core of GenAI QM Assist is a carefully curated scorecard that plays a crucial role in the assessment process. This scorecard is specifically tailored for each call centre agent, ensuring that evaluations accurately reflect individual performance. It includes a comprehensive set of key performance indicators (KPIs) relevant to various communication channels, such as voice calls, email, and messaging.
A key advantage of GenAI QM Assist is its ability to quickly and accurately assess team performance without the need for manual call reviews. This capability saves valuable time while ensuring that evaluations are objective and free from human bias, ultimately enhancing fairness and accuracy.
OpsCentral Integrated WebChat & WebCall Solution
OpsCentral Integrated WebChat & WebCall solution offers a unique webchat solution that seamlessly integrates chat and call functionalities directly within the browser, setting us apart from competitors that typically provide only chat options!
For instance, when a user explores Innovax’s services, they can initiate a conversation with the intelligent chatbot. The chatbot promptly provides information and directs users to relevant articles. If the user wishes to speak with the sales team, they can easily click the call button to connect instantly—without the need for additional devices or applications.
This integrated solution facilitates seamless communication, allowing users to engage in both chat and voice interactions on a single platform. It eliminates the inconvenience of switching between devices and apps, while also avoiding international call charges, requiring only a stable internet connection.
Innovax's unified approach enhances user interactions by enabling effortless transitions between chat and real-time calls, improving overall efficiency and simplifying the user experience.
Generative AI Chat with enterprise documents
OpsCentral GenAI Knowledge Base leverages the capabilities of natural language processing and machine learning to construct an interactive knowledge repository, simplifying the process of accessing information.
Enterprises can engage in chat-like interactions with the knowledge base, akin to the functionality of OpenAI's ChatGPT. This technology harnesses sophisticated algorithms to scrutinize user queries and provide pertinent responses, thereby streamlining the search for desired information, including references to the source documents.
Generative AI Insights
OpsCentral GenAI Insights performs domain-specific conversation analysis to extract and examine information. Beyond summarizing discussions, the AI-driven system generates actionable insights and predictions. These insights can encompass various areas, from frontline support team performance to customised follow-up plans for customers. Information categorisation can be tailored to the organisation's operational needs, ensuring that insights are unique and not based on a standardised template
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AI PII Redaction
The AI-driven PII (Personally Identifiable Information) redaction within recordings operates automatically, adeptly identifying and excising sensitive personal information such as names, social security numbers and addresses. Its primary function is to safeguard privacy and ensure adherence to stringent data protection regulations by thoroughly examining content and applying redactions to identifiable information. This capability facilitates the utilization of recorded data for analytical, research, or other purposes, all the while upholding the security of individuals' sensitive information.
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AI Toxicity Check
The application of AI for toxicity checks in recordings involves the analysis of textual or messaging content from customers to evaluate its potential for harbouring toxicity, offensiveness or harm.
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Sentiment Analysis
Sentiment Analysis (SA) integrated into systems deciphers the nuances of human language, emotions, and tone to gain a profound understanding of customer inquiries. It classifies sentiments as positive, neutral, or negative through a comprehensive analysis of the provided transcript. OpsCentral's Sentiment Analysis empowers a customer-centric approach by harnessing emotional insights, thereby contributing to an improved customer experience and facilitating business growth.
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NLP Word Cloud
The Natural Language Processing (NLP) Word Cloud represents a compilation of frequently appearing words within textual data, encompassing sources like speech-to-text conversions, text-based conversations or databases. The prominence and font size of a word within the word cloud correspond to its frequency of occurrence.
OpsCentral's Word Cloud Analytics empowers supervisors and administrators with a valuable tool to evaluate agent performance and gain insights into customer requirements. This is achieved by identifying and highlighting the most commonly used words in agent-customer interactions hence facilitating a deeper understanding of the data and enhancing decision-making processes.
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Auto Language Detection & Translation
The “Auto Detect Language and Translation in Messaging” feature operates by automatically identifying the language of a text message and subsequently delivering a real-time translation into the specified target language. This functionality facilitates effortless communication between individuals who communicate in different languages, promoting smoother and more effective interactions.
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Customers' Reviews
"OpsCentral by Innovax Systems offers a comprehensive solution for contact centers, featuring a user-friendly interface that provides access to essential tools like voice recordings and team analytics. Innovax's 24/7 support is quick and responsive, making management highly satisfied and optimistic about a long-term partnership."
"OpsCentral Voice changed the game for our contact centre operation. It helps us manage our calls in a way that drastically improves our agents' productivity and gives us competitive advantage and confidence that ensure utmost service level delivery to all our valued customers."
"With OpsCentral Social Media, we now have a really smart solution that allows us to have many agents handling our overwhelmingly load of WhatsApp messages that require timely helpdesk & customer service responses. OpsCentral Voice and Email also significantly enhance our productivity in the contact centre. I’m so glad we found Innovax."
"We have used OpsCentral for the past 10 years in our Asia Pacific Contact Centre. We have won several awards with the help of OpsCentral. Innovax provides very good after sales support and service and we are very satisfied with them."
"With OpsCentral, we have a reliable contact centre solution that significantly improves the quality of our customer experiences. Their user interface is modern and friendly and our agents like it very much. The agent status scorecard is also useful for both management and agent to keep track of individual performance."
"Innovax Systems boasts a cadre of highly-skilled, courteous, and enthusiastic engineers who continuously update their solutions. As an outsourced contact centre, their swift response to customization needs aligns perfectly with all of our specific requirements."
Explore the cutting-edge AI solution designed to elevate your business across diverse industries.