**Connex One 065544 Recording 1920x1040 — Transcript & Summary | SozAI**
Source: https://sozai.app/transcript/connex-one-recording-1920x1040/

Overview of Connex One's cloud-based contact center solution with AWS integration, omni-channel communication, and advanced reporting tools.

## Key Takeaways

- Cloud-based contact center solutions reduce on-site infrastructure costs and improve scalability.
- WebRTC enables seamless, high-quality browser communication without software installation.
- Omni-channel integration consolidates all customer interactions for better management and reporting.
- Role-based access and customizable dashboards enhance usability for different user types.
- AI and automation features improve compliance and operational efficiency.

## What the video covers

- Connex One provides a cloud-based contact center as a service, partnering with AWS for efficient, scalable, and cost-effective solutions.
- The platform uses WebRTC for high-quality, browser-based real-time communication without local installations.
- It supports remote and hybrid work models with secure access via IP whitelisting or VPN.
- The system offers role-based access including consultants, admins, and agents with customizable dashboards and reporting.
- Omni-channel communication integrates all customer interactions into a single platform with a full historical context database.
- The solution includes over 120 types of reports, call recordings, and a context area for customer profiling and tagging.
- Additional modules include a low-code/no-code agent scripting tool (FormBuilder) and workforce optimization (WFO).
- The platform supports CRM integrations such as HubSpot and Zoho for synchronized customer data.
- Automated workflows include campaign management, queue handling, and multi-channel messaging like WhatsApp.
- Recent updates feature customizable dashboards and AI-assisted compliance and interaction analysis.

## Chapters

1. 00:00 Introduction and Overview of Connex One Cloud Contact Center
2. 04:30 User Roles and Platform Interface Overview
3. 09:08 Omni-Channel Communication and Customer Interaction History
4. 13:53 Agent Scripting Tool (FormBuilder) Introduction
5. 23:35 Campaign Management and Reporting Features
6. 27:40 Wrap-up, Outcomes, and Interaction Handling
7. 37:37 Advanced Features: AI Compliance and Custom Dashboards
8. 42:01 Device Compatibility and Additional Functionalities

Answers

## Questions about this video

What is Connex One's contact center solution based on?

Connex One offers a cloud-based contact center solution leveraging AWS infrastructure and WebRTC technology for browser-based real-time communication.

Can Connex One's platform support remote or hybrid work models?

Yes, the platform supports remote and hybrid work by allowing secure access via IP whitelisting or VPN without local software installation.

Does Connex One integrate with popular CRM systems?

Yes, Connex One can synchronize customer data with CRM systems such as HubSpot and Zoho to enhance customer profiling and interaction management.

## Full Transcript — Download SRT & Markdown

00:03

Speaker A

Going to start the recording. All right. And then just going to share my screen quickly.

00:10

Speaker A

Okay. Can you see my screen that I'm sharing?

00:23

Speaker A

Yes, I can. All right. So, first off, just, uh, you've had some nice introduction to who we are, what we do. So, I'm just going to reconfirm what we are.

00:36

Speaker A

So, we are a software service provider. Contact center as a service. We sit in the cloud.

00:49

Speaker A

So the traditional way of doing, uh, work or setting up solutions, you used to be dropping servers on site, getting things on site. You know, it's quite

01:05

Speaker A

expensive exercise as you know, having server space, room, etc., the servers themselves. So we used or we decided to partner with AWS to have our solutions work more efficiently, better, cheaper.

01:19

Speaker A

Um, you know, the cost of setting up, the cost of training, it's a very, very good model to have. So contact center service AWS is our preferred partner all across data centers around the world.

01:33

Speaker A

Um, locally we use Cape Town as our hub for our data centers and with that we have redundancies in place.

01:38

Speaker A

So it becomes a very stable solution, very, um, an uncomplicated solution. Uh, the quality of the calls are extremely clear, like we're speaking now on Zoom.

01:52

Speaker A

So we use a similar protocol called, uh, WebRTC, which is web real-time communication, and everything works through a browser-based application.

02:07

Speaker A

So you can see there's nothing gets installed on your PC locally, uh, machine, so there's no issues when your PC crashes, etc. You just need to go to a machine that is whitelisted,

02:19

Speaker A

either the IP address or you've got VPN connections, and you basically can use any machine to connect to the system.

02:31

Speaker A

You can basically work anywhere as well, remotely, office-based, whatever case. If you guys have a hybrid model at the moment, so we create your own virtual instance as we call it in the cloud that belongs to you and only you.

02:41

Speaker A

Uh, we are popular compliant fully. We also have all the ISO certifications in place as far as security, etc.

02:49

Speaker A

Um, you know, data breaches, etc. It's always dangerous to any business's reputation, etc. So I'm just going to log in with my credentials quickly.

02:54

Speaker A

Just excuse my voice today. It's starting to sound a bit funny. I'm not sure if I'm just coming down or something.

03:06

Speaker A

Um, so just going to log in.

03:18

Speaker A

All right. So as you can see, the browser has now just opened up the user interface for me as I've logged onto the platform.

03:30

Speaker A

And first thing I want to just mention is there are different roles in your environment. So you would have, I

03:42

Speaker A

know looking at your type of business, type of model that you guys, uh, am I correct in saying you're more of a business B2B type of company?

03:56

Speaker A

Uh, Kabilla.

04:12

Speaker A

Yeah, that's correct. We deal and you deal with, you deal with normal sort of, I know you guys in the recruitment sort of world. You deal with directly with, uh, customers as well.

04:23

Speaker A

Correct. People contact. All right. Okay. So both models as well. All right. So yeah.

04:30

Speaker A

So we, I wouldn't like to call them agents because agents normally, let's say, you know, it's a contact center environment. So we are basically a contact center solution but we also a communications tool regardless of what type of business you have there's always

04:43

Speaker A

whether it's internal communications with your customers, with your people inside, with your actual direct clients as well. So it's just a way to keep accurate representation of what's actually happening, manage all your communications in one single easy to use

04:49

Speaker A

platform. So we'd have traditionally the consultants role as I like to call them. They would have access, access to the dashboard, the interaction screen, and the context area.

05:05

Speaker A

So, we've got a full on context database and I will [snorts] cover that nicely for you. And then we've got a reporting area.

05:16

Speaker A

Um, you know, it's the old saying, you can't manage what you can't measure. So, we have a full suite of reports. There's over 120 different types of reports to

05:30

Speaker A

manage all sort of events, instances across all the channels as well. Uh, including in the reports is the call recordings. So, it's fully integrated into our platform. It's not another solution that that that we've developed or anything of that sort. It's all part

05:43

Speaker A

of the platform and it's easily accessible all your call recordings. And then we've got the admin area. This is traditionally where you'd have a systems administrator as like to call them that will manage the system whether you are, uh, adding new users, whether

05:49

Speaker A

you're changing your, your office hours, whether you're setting up some flows, etc. All that gets done in admin and towards the later part of the demo will cover that. So we, we've basically got three main suites in our product

06:01

Speaker A

portfolio. One is the one I'm spending most of the time today is the customer CXM customer experience management tool.

06:10

Speaker A

That's the tool that you're currently seeing. Then we've got a secondary tool which is the agent scripting tool. It's called FormBuilder. I'll, I'll touch on that briefly as well. And then we've also got a third module, um, with the WFO

06:25

Speaker A

with the workforce optimization. Right? So I'll just cover towards the end maybe some of that as well.

06:38

Speaker A

All right. Any, any questions there thus far Kabilla?

06:51

Speaker A

Uh, no, no, no questions yet at the moment.

07:04

Speaker A

Okay, cool. So, like, uh, Quil says, interrupt me anytime. I'm happy to field any questions at any time. Um, so [clears throat] as I've logged into the

07:16

Speaker A

platform, you can see on the right-hand side, um, you're familiar with states that you need to be in when you log into any platform.

07:27

Speaker A

Um, it's also color-coded into my different states. So, you can see it's orange. If I need to go available,

07:35

Speaker A

changes into green state, uh, alerting me that I'm available to make and receive calls. Then you've got the different pause, break reasons, ox codes, some system call them.

07:49

Speaker A

Um, and you can set up those different reasons customizable.

08:00

Speaker A

Down here is campaigns. So this is where we will create different campaigns for different environments. I know you guys involve from, from recruitment, from training, for whatever divisions you have, different people dealing with different queries. You can set up those

08:15

Speaker A

different sort of, we call them campaigns for your consultants to be able to deal with different sorts of queries.

08:29

Speaker A

Then we've also got the inbound queues that are linked to the campaign so your agents can at any given time move around especially if you got high volume calls they can be part of multiple inbound queues as well.

08:43

Speaker A

Um, then we've got the three recent interactions down here. So being an omni-channel solution it's exactly what it says. All your communications or all your touch points are brought together into one platform.

08:58

Speaker A

So you can regardless of how the customer or the client has contacted you, you got full visibility in one platform.

09:08

Speaker A

Um, over here you've got a history. So you can see the full historical information of every single interaction that your clients have had

09:20

Speaker A

and with which agent dealt with it and what was the outcome. So the outcome is the resolution of the call or the interaction. Some systems call them wrap-up codes, dispositions. We call them outcomes. And then we've got the

09:34

Speaker A

context area. This is where your custom information is stored. So we've got, um, our own sort of internal database we like to call it where you can capture, manage your information, your client's information. You can add things like

09:48

Speaker A

tags as well to profile your customer a bit more deeper. So things like language options, uh, you know in your case maybe you want to have candid candidates, maybe it's a software engineer, maybe it's an IT manager, you know those type

10:01

Speaker A

of things. You can maybe even use those sort of tags to actually profile your actual customers. So when they call in, you can immediately who's calling you with information and this this actual database can be synchronized with your

10:13

Speaker A

solution. I think you guys are if I'm correct, uh, what I saw from the sheet that was provided. Do you guys use, uh, HubSpot and Zoho as your CRM?

10:27

Speaker A

Okay, excellent. Those are two of the common ones that we integrate fully into. Well, I'll show you a

10:39

Speaker A

Supervisors can create task for anybody. Um and it could be anything. Simple note and reminder for one of your consultants to you know follow up on any work related issues that need to come up. Um you can create a task to email a

10:54

Speaker A

customer. Create a task to actually call or SMS a customer. Just put in your parameters, date and time, reason, phone number. Click next. And you'll have a couple of tasks like I've got there. To call Calvin's, to call Mr. Beckham. And

11:07

Speaker A

this one is just a nonvoice communication task or any communication. It's just alerting me that you know it's end of the month. My reports are due. I need to complete it. Okay.

11:17

Speaker A

[clears throat] Excuse me. All right. Um in moving on from the dashboard is onto the interaction screen. So this is the I would say the most important screen that you would see for as a consultant or user and that is the interaction screen.

11:35

Speaker A

So it's a single screen, a single window, single pane of glass where you able to deal with all your different interactions across all my different channels. And you've already seen a couple of icons up here. Uh you know,

11:46

Speaker A

it's quite self-explanatory. You've got an email, got a couple of emails there, two text messages. I've got a WhatsApp communication as well. So being omni channel we cover the emails. So we manage your main email box whether it's

12:00

Speaker A

um you know it's help at lemon agency customer service at lemon agency recruitment those type of main email boxes will manage through IMAP and SMTP connectors. Um so we'll manage all your emails through there. Um and the nice

12:14

Speaker A

thing about managing the emails through our platform everything is recorded. It's kept one in single platform. You can track it. You can check check your agents performance, your consultant's performance. You can send out auto acknowledgements, you know, thank you

12:26

Speaker A

for your email, we'll respond to you in a certain time. And you can also use service levels, SLAs's as we call them, to manage all of your your channels. And that allows you to to monitor the efficiency of your responses to all your

12:38

Speaker A

cut lines. Then we've got the voice. That's the inbound voice chains as well as a traditional outbound dialer. Um, I don't suppose you guys do high volume outbound dialing. Am I correct in saying that? Cabela.

12:54

Speaker A

Cabela. Sorry, I lost you there for a second. Did you just repeat that? Okay. I I I see I see I don't suppose you guys do high volume outbound calling. So, you know, where you importing [snorts] thousands of leads

13:08

Speaker A

and cold calling people, those type of environment. You're a more specific sort of a niche market business. Am I am I correct in saying that? my assessment of that.

13:16

Speaker A

Um, it's a bit over 5050. We do have a significant amount of outbound. Um, yeah.

13:23

Speaker A

Okay. Our database is about 10,000 candidates deep. Uh, we do about maybe a 100 outbound calls a day at this juncture with a team of Okay. Okay. That's what I can get an idea.

13:35

Speaker A

We're scaling the team up to to do a few hundred in the next couple of weeks and um a thousand [clears throat] in the next [snorts] couple of months. Okay.

13:44

Speaker A

All right. Okay. Okay. So, probably your D will definitely help you in that regard if you're going to move up to that scale. So, I will definitely touch on the dial a bit more as well.

13:53

Speaker A

Okay. So, then um we onto that screen there. So, you've seen um the different channels. Sorry, let me just go back there is the different channels the live chat. So, um I think I didn't get a chance to have a look at your website,

14:06

Speaker A

but we're able to have live chat communications through our um chatbot uh sorry experience. So we've got Athena which is our chatbot. We can use the chatbot across your WhatsApp channel as well as your live chats or communication

14:18

Speaker A

channels. Uh you know just to get some basic queries answered by your chatbot. It's quite efficient as well instead of having your agents now to respond to sort of mundane questions and answers provided. Okay. So through your website

14:30

Speaker A

we can have live chat and we've got the SMS. It's inbound outbound SMS. And we've also just launched bulk SMSing. I think in your environment that might be useful as well or you want to send out the whole you know if you got a list of

14:42

Speaker A

candidates for example in a certain sector you want to send out bulk SMS to all of them um we'll be able to do that uh on our next sort of uh upgrade so my system I'm still in one version behind

14:53

Speaker A

but the new version has already been released then we've got the WhatsApp that's uh WhatsApp for business you need a WhatsApp for business uh account and we're able to manage WhatsApp conversations through there likewise on Facebook on Instagram those are

15:07

Speaker A

additional channels and that's in two ways through the the DMs as well as the posts as well. Okay. Right. Since you now understand the different communication channels, we we also looking at we are the OEMs. We're the developers of the product. So we are in

15:19

Speaker A

a process of um having Twitter and Telegram is the next two options as well as LinkedIn as well. I think that's quite an important one for you. Um later down the in development phase. It's just going to take slightly longer than the

15:34

Speaker A

other channels but it is in the development phase as well. Okay. All right. So you can see from the channels that are there. So you also first thing is as I mentioned about service levels you can create different service levels

15:47

Speaker A

your response times to any communication. Uh you can see some of them this one has been paused. So you can see the state of any interaction whether it's new whether it's pending whether it's on hold. So you can change

15:59

Speaker A

the the state of any interaction at any time. You know, if you're waiting for information from a client, maybe waiting for the CV or whatever the case is, you can [snorts] change the status until you've got the information and it will

16:09

Speaker A

actually stop your SLA clock from counting. Um, you can see when it's going to when it's going to breach my SLA SLA. You can see when it's already breached my SLA, it's gone red. Uh, you can actually prioritize work in some of

16:21

Speaker A

the options and one of them is to see when it's going to breach my SLA. So if I select that option, it'll read immediately from top to bottom. That's the sequence that I need to work on. And the these interactions also

16:32

Speaker A

administrators will be able to limit the number of interactions per user. For instance, Bobby, I'm able to handle two types of interactions on a channel each. Maybe a key is more proficient, he's faster, he's quicker. We want to give him three

16:46

Speaker A

types of interactions on each channel so he can manage those customers, you know, in that way. Um, excuse me.

16:53

Speaker A

[clears throat] So you can see the actual uh ch sort of um queue that it's coming in as well. You can see a little bit of the information about the conversation. Um any transactions you can transfer it out. You've got an

17:06

Speaker A

option to transfer it to another queue if it's come through the wrong queue. You can send it to a specific user if it was dealing with that previously. Uh you can use something called templates. I'm sure you've heard of templates in in

17:18

Speaker A

normal emails. You can create templates but we can we call them can responses. So it's just to respond quickly to any sort of client queries. You know, just put in your your your details about your email, your signature, whole lot of

17:30

Speaker A

things, you know, can then have a quick and easy response to any of your um non-based non-communication non-voice communication interactions. Okay. Um these sort of uh templates or can responses you can actually use what we call the variables from a database. So

17:48

Speaker A

you can pick up information about any about your customers. So you can personalize it without having to edit those templates. Makes it for a speedy response. Then we've got something up here. As you can see, it's web form. So

18:01

Speaker A

we've got two of them. It's web form one and web form two. So how this works is we can use it for a number of functions.

18:10

Speaker A

Okay. One of them is to use it as a just a simple capture tool uh or information tool. So you can see this interaction.

18:18

Speaker A

And I'm speaking to David Beckham. As he calls in, as he WhatsApps in or as he SMS in, it pops up a a script. As recall, it's a little form. And we build this with our uh scripting tool. We call

18:31

Speaker A

it the form builder. Um you can see it's a low code, no code type of true environment where you can actually create various types of scripts. Um it's quite an easy tool. You don't need any complicated IT skills or coding, sales

18:43

Speaker A

program skills. It's built for for supervisors, managers, etc. So, you know, if we look at a basic one, I'm just going to see this one that's in the debts collections. So, it's anything similar to what your forms are. Um, h

18:56

Speaker A

just going to show you this one in the debt collections environment. So, it has a drag and drop field. You got all these elements here. You can build up a script. We've even got things like swapping carts and fields that you want

19:07

Speaker A

to add in uh etc. So, you'll create a little script by dragging and dropping variable various fields, text fields, database fields. You can add in pictures, forms, etc. Links to various websites. Maybe you want to uh your agents to reference your customers

19:23

Speaker A

websites, etc. You can do that. And once you've built it, you can just preview the script and it'll look something like this. This is just a basic collections one. And you can see it will have the customer's names, details, in your case,

19:36

Speaker A

whatever information, candidate information, maybe the company information, etc. Um, and you can see it's got a tabular form. So once you've created a script, you'll copy the actual URL and you'll link it to your actual campaign via that URL. So when that

19:52

Speaker A

customer pops in or calls in via specific campaign, it will pop up a specific form. As you can see in this one, it's popped up here and it's very dynamic. You can add things in things like this. You can search for products

20:05

Speaker A

um that you want to search mean. Maybe it's uh products specifically could be different positions available in different companies type of thing. just trying to work around how it will help you. So you know um whatever it is so

20:17

Speaker A

you can see if as I search for it brings up and this is a sort of a thing you can add in all my basket information with pricing etc. You can even add the outcomes or dispositions on those

20:29

Speaker A

scripting tools. So if you want to call back the customer because he's not available you can just agent has ability to create call back setting the parameters and it will save a call back for the agent. Okay. um a secondary

20:42

Speaker A

function or another function that we can use it could be a knowledge base maybe it's a it's an area on your um your CRM um it's not necessarily your maybe on your systems where you got all your different positions that I need to be

20:54

Speaker A

filled for example that you can search um but another way quite commonly used is to ability to iframe a third party application all right so something like HubSpot CRM or whatever the case is you're able to basically I frame and it will look something like

21:12

Speaker A

this. So we just look at it. There we go. Okay. So what it does it will pop up in your your CRM solution will pop up as soon as a customer calls in with the data details will pop up all all

21:24

Speaker A

information and it will look something like this. So you can now work directly in your CRM, in your Hopspot, in your Zoho without having to now open up a window without having now to search for the custom information just through a

21:37

Speaker A

screen pop up all information for you. Um, and as I mentioned, we integrate quite well into HubSpot and Zoho. Uh, things like basic information. So every single interaction that's happened on our side, we can push the information, the the the historical information to

21:52

Speaker A

your HubSpot. You can see there was calls made from our platform, but it's captured in HubSpot. Uh the recording of the calls are also in HubSpot. There we go. So I can actually go and listen to the call recording directly from HubSpot

22:05

Speaker A

because the system will send a URL link to HubSpot. So you've got all that information there as well. Okay.

22:12

Speaker A

Right. Um does that make sense there? Yeah, makes perfect sense. Okay. So just on that there, if I just go into apps integrations, I'm just jumping ahead here. Uh in my admin side, we've got an area called marketplace.

22:28

Speaker A

So these are sort of off-the-shelf commonly used CRM that we've already integrated very deeply into. Um things like Microsoft Dynamics 365, okay, tool you guys using HubSpot. We've got a HubSpot CTI integration. I'll show this for you towards the end. Uh we've got um

22:47

Speaker A

even Zoho integrated as well. So once we do the integrations um it becomes very simple. uh it it will load basic routines for our customers you know whether you want to push information pull information um see things like this

23:02

Speaker A

I just want to show you that so routines are pre- routines are set up we can do custom ones as well you know whatever purpose that you want us to have the integration we'll look at doing it for

23:12

Speaker A

you um for example at actually at the end of an interaction when the user state is changed there's a whole lot of bits of information that you want to push and pull from our system whether it's campaign in related, name related,

23:24

Speaker A

agents ID, um whether it's the actual recording URL as I showed you, all the information. So, whatever you want to push, it's just a toggle switch. You can switch on and off and decide on what sort of information that you want to

23:35

Speaker A

push uh to the system. And then also there's different methods whether you want to post information or you want to patch the information to the system or get and delete information as well.

23:45

Speaker A

Right? Okay. So that's just a little bit on integrations and now we can integrate onto our different sort of CRM solutions. Then on your right hand side you'll see some information relating to the actual customer just basic information uh phone numbers, email

24:00

Speaker A

addresses etc. Recent interactions as you can see there. Um we also had I have already shown you this is the where we can add the different tags. So you can assign tags to any customer at any given time as well. Save the information on

24:14

Speaker A

there as well. Okay. [snorts and clears throat] Right. I think I've covered the other stuff there as well. Um, just the last thing on here, I think I haven't showed you this. Um, when you mention that you're going to be doing this high

24:25

Speaker A

volume outbound calls. So, when we load data into our system through data lists and leads, etc., you your agents if they are doing uh they sort of um multi-killed in the sense they're doing inbound outbound calls. So in their

24:39

Speaker A

quiet times when they're not receiving calls and they're part of an outbound calling campaign where they want to call potential CL candidates, clients or companies and it will if you click call next what it will do it will bring up a

24:50

Speaker A

lead from your contacts and this is who I need to call you can see it's brought up information customer basic information who I'm calling phone numbers multiple phone numbers if you have etc. And then this is the manual

25:04

Speaker A

preview skip mode. So I can just dial the contact once I see who I'm calling.

25:08

Speaker A

I can skip this contact if I see I don't want to call this client. This can be disabled on the on the user side or I can click and end the preview dial calling. So it will then just put me

25:17

Speaker A

back into my normal state. All right. Any questions there so far? Happy. Yeah. Happy.

25:27

Speaker A

Okay. Excellent. So I'm going to move on from the screen. There's a bit more functionality and so on. Um, so I just want to show you one more thing here quickly is the views. So you got to agent interaction view. You got also

25:37

Speaker A

another view. So from agent you can see all how many calls are in queue, what's been unallocated, interactions as far as from the queuing system. Um, all outcomes interactions that I've had for today and I can also view all my tasks

25:50

Speaker A

from there as well. Okay. All right. So from there going to move on to actually my admin area. I was just going to touch a little bit on the outbound campaign and I'll show you a little bit on the inbound flows. So on

26:04

Speaker A

the inbound on the outbound campaign is generally if you as you mentioned you need data those 100 calls you're calling a day or 500 a,000 or you going to upscale. So by having a dialing solution in place it will help you you know speed

26:16

Speaker A

up that process first of all uh secondly manage recalling calling back the customers and then getting statistical data and all of that uh information as well. So from the system we need to pull in data. First of all there's a couple

26:29

Speaker A

of ways that we can pull in data into a system. So you'll create basically a whole lot of lists that you are calling for different purposes, different reasons. And you can upload data manually. So it will be a CSV or text

26:41

Speaker A

file name, surname, uh candidate qualification, you know, this type. You can personalize and customize all the the the fields. It can have a little drag and drop sort of feel to it as well. It tells you it's how many steps

26:54

Speaker A

that you need to follow in in a nice sort of wizard feel. And once you do that, you've basically uploaded data. So the first time that you do it, you'll create a template and then after you can just use the same template for all

27:06

Speaker A

similar uploads. It makes it much more quicker to actually pull in the data. Um, another way to to to bring in uh data into the system is through what we call an SFP server. So if you've got an

27:17

Speaker A

SFTP server where you're pushing all your leads to and all this information is sitting there, we can have a data autoload. So we can set up a a frequency of maybe five every 5 minutes we can go and pull the location that you've given

27:31

Speaker A

to us through SFTP and we can check if there's any new customers to call, any leads to call, you know, any new clients perspective and it they will pulled into a dialing list and which will be linked to your campaign. And another and a

27:44

Speaker A

final way is to do it through APIs. As I mentioned, I show I showed you the integrations. So, we've got the full ability through integrations to push those leads through our data list to be called. Right? So, once we do that,

27:58

Speaker A

we've got them linked to different campaigns or we can link them to different campaigns. So, I moved on to my campaign area. And in there, I've got I'm just going to show you my main demo campaign. And I can have multiple lists

28:12

Speaker A

in there as well. I can add data to any list at any given time as well. So, you can see the total number of leads in there, what's available, my connection, cued, dialed, conversion rates as well.

28:24

Speaker A

That's your successful customers or candidates. Um, things like answering machine detection. So the dialer will detect if it's voicemail detect if it's no answer and you know you don't have your consultant sitting and waiting for actual person to answer the call going

28:38

Speaker A

to voicemail. It wastes a lot of time. So we've got the technology to allow you to speed that process up. So if you're getting no answer it will skip the call.

28:47

Speaker A

It won't present it to an agent if you're using uh the auto dial or the predictive dialer function. Okay. All right. So just on those functions um we've got you can do literally every single dialing method that you can you

29:00

Speaker A

have in the contact center in a dialer from the manual preview skip options auto dial uh predictive dial including the voice blaster. Um do you have an idea how these work? Um no could you give me a summary of what

29:19

Speaker A

what those entail and I think specifically with the auto dial. Yeah. Uh could you just cover whether or not um you can put in place a gap let's say uh one minute or two minute gap between calls for the auto dial in which the

29:33

Speaker A

agent can capture information uh stuff like that. Okay. All right. Okay. No problem. So I'll just [clears throat] cover this in a trying simplistic not too involved sense. So these options manual preview disabled. So manual preview is like what

29:48

Speaker A

I showed you just now is where you can just click next. It will bring up a lead. The manual is also just dialing inputting the number dialing manual and then the auto dial. So the skip allows you to skip to the next context as I

30:00

Speaker A

showed you. If you disable the preview dial doesn't preview it will dial it. Um the auto dial. Okay. So how the auto dial works is as soon as an agent becomes available. He's not busy inbound call. He's not busy in an outbound call

30:12

Speaker A

but is in available state. The dialer will recognize that and it will make an outbound call for that agent. Okay. It will do the necessary checks and balances to make sure you're getting a live person and then it will present it

30:23

Speaker A

to an agent. So the agent's available, dialer makes the call, does everything for you automatically and present it to an agent once you've got a live person in the other end. So that's simple, straightforward. The a slightly more

30:34

Speaker A

complicated one is the predictive dial. So it looks at it uses the intelligence of the system, the metrics of the system. You can set certain dialing speeds, for example. And [snorts] what it does is it predicts when an agent

30:48

Speaker A

will become available and when a customer will answer cuz maybe for every five outbound calls that you're making from the dialer, your success is maybe two out of those five, for example, or one out of those five. So looking at

31:00

Speaker A

those that information and that intelligence, it will then decide when you will make the outbound calls and it will present it to an agent. So, there's a bit of settings, a bit of tweaking initially to get it quite accurate cuz

31:13

Speaker A

the last thing that you want is actually for the dialer to make the call and then you're calling somebody out and it tells you please hold while we connect you to an agent and you're listening to that message for like 15 seconds or 20

31:24

Speaker A

seconds. Um, you know, people generally don't have the patience for that when they're getting those calls. So, it it use it it looks at intelligence. You can play around with your dialing speeds.

31:33

Speaker A

There's a whole lot of settings that you can play around to to tweak it. And also as it builds up intelligence, it becomes more inaccurate in that sense as well.

31:40

Speaker A

All right, I hope that sort of explains those different methods for you. Camela, that's perfect.

31:45

Speaker A

Sorry guys. And then the last thing is predict the sorry the voice blast the campaigns um those some people like to call it nuisance calls but we can do that. So you're sending out uh you're calling out people and you're just playing them a

31:58

Speaker A

whole lot of messages you know saying uh please be aware lemon lemon agency has following options or whatever these following services that we can provide to you basically so it's basically a message that you're sending out through the voice blaster. All right and then uh

32:11

Speaker A

the second part of the question which was is your the ability to actually uh handle calls. So what we have is um it's very simple. So you can yes you can adjust those calls. So when you do make

32:25

Speaker A

an outbound call and you've called the customer, what it will do, it will keep you. Let me just do a simulate one quickly so you can see what I'm talking about. So I'm just going to call. So it

32:34

Speaker A

could be the dialer calling, it could be uh manual call, whatever it is. So call has popped up. You can see some features up here. You can stop the recording everything. And now basically I've completed a call. So now I'm in the

32:50

Speaker A

wrap-up stage. Okay. So I'm in wrapping up an interaction and I can now capture information, complete the work related to the customer or the client etc. do what I need to do once I'm completed. So in this state there will not be another

33:06

Speaker A

if I'm in autodial another call not not be presented to me until I've successfully say placement achieved or candidate um you know hired whatever reasons that you're going to put on a system. So until I select that and click

33:21

Speaker A

finish. All right. Now I'm basically ready to receive the next interaction. So that's basically what the wrap-up is for. That purpose is to be in that state until you've completed any workrelated issues relating to that specific call.

33:36

Speaker A

All right. Does that sort of gives you an idea how it will work? Uh Cabela.

33:40

Speaker A

Yeah. Fantastic. Okay. Excellent. All right. So just going back to the dialer quickly. Um just couple of features on the dialer is uh going to go into my main demo campaign and we've got some nice features on the actual

33:58

Speaker A

campaign settings. So first of all you can see I'm just one that's already created just going to edit one and first of all we've got a whole lot of options there. So for the ability to stop and start recording we can disable this so

34:13

Speaker A

your agents don't have ability to stop and recordings. All calls are recorded. So when you create your campaign, the toggle switch will be on. Um we can record calls that are transferred out as well. Um I think this might be useful

34:25

Speaker A

for you guys in a sense where you get a you call a candidate, a candidate calls you and you've now transferred him to the the HR department at uh Seammens for example, you know, and they now speaking to HR. But if we still toggle switch on,

34:40

Speaker A

the call never leaves our system. So we can actually record the third party conversation that's happening now on the far end. So I've h as an agent I've transferred them to seammens. I put my phone down. The call recording will

34:53

Speaker A

continue. So you will have access to what is actually now spoken out on that far end. Um does that make sense?

35:02

Speaker A

Basically yeah so basically a lot of systems or most systems traditionally would as soon as the agent hangs up the call the recording ends. So we've had a few clients and we then developed this sort of feature especially some clients

35:15

Speaker A

wanted ability you know um it was I think it was an emergency recruiting um sort of a 911 service overseas and they would transfer calls to mobile paramedics or something on the field and you know they wanted to have an ability

35:29

Speaker A

to to actually listen to the recordings after. So that's what one how we actually managed to develop that. Um yeah we can prioritize your inbound cues. So if you are having agents in part of the inbound outbound cues, you

35:40

Speaker A

can prioritize your cues. Um you can lock in the different cues as well. And then we've got the web forms. This is I showed you where we can link your uh agent script tool or we can actually I

35:52

Speaker A

frame your HubSpot or whatever application that you're using. That's web form one and it's it's a secondary web form and there's different context fields that we can select. Then we've got the voice side is this is where we

36:04

Speaker A

can select the different dialing methods. As you can see, you can change any any campaign to any method on the fly whenever you need to change it. Then we've got also um different things.

36:16

Speaker A

We've got things like owner. It's actually meant to be see lead owner dialing. So maybe you have sort of certain clients that deal with certain consultants only, you know. So we can use we can have something called lead

36:30

Speaker A

owner dialing. So you can those those leads or those people belong to certain people. So for example you know uh David Beckham is a client and Ville is the lead owner of it. So the dialer will look at it when you're calling the

36:43

Speaker A

customer. It will know exactly you know Vilia is the owner of this customer. So let him call the customer instead of going to an agent another agent first.

36:50

Speaker A

So that's what we call lead owner dialing. And then um yeah there's quite a few features. I'm not going to go through all of it. Things like the answering machine detection. We've also got something called SQL Connect. I'll

37:01

Speaker A

show you that shortly. So, if you do enable that, it will allow you to use a bit more uh features on there. Then we've got the CLI. This is I showed you earlier. So, you can add multiple CLI uh

37:12

Speaker A

to any campaign when you're calling out. So, it will rotate or cycle through different numbers when you're calling out. You can have one number only. You can have multiple numbers. You can turn them on and off. It will. You can add

37:23

Speaker A

CLIs providing we've given you enough CLI so you can add new numbers to the campaign when you're calling out. We've also got something called autodial rooting. So this is an ability to to use the dialer a bit more efficiently in a

37:37

Speaker A

sense for example you want to use something called conversion equals to highest. It will use your best converting agents. Uh whether it's sales or placements whatever you guys doing you can use your best agents first on that campaign. Um and also we got

37:51

Speaker A

something called a user rank and that is basically skills based rooting. So you can set up ranks for all your consultants from zero to 100 100 being your highest rank. So what the dialer will then do it will look at your best

38:06

Speaker A

or your highest qualified agent and if that agent is available it will present a call to that agent first. Okay. And then lastly is we've got something called outcomes or recycle rules. And this is where a dialer becomes very

38:22

Speaker A

helpful if you don't have one, you haven't used one in a sense that when you're getting no answer or you're getting disconnected or you're getting any reason that maybe a customer says call me back, call back for example, you

38:34

Speaker A

know, um you can use at the end of a call, your agents will use those outcomes as I said. So um for example, let's look at one that says engaged. So if you're getting engaged tone um the dialer will you can then set certain

38:49

Speaker A

rules for that event. So you can tell a dialer let's call the customer maybe three or four times in a row. If we getting you know we a little bit persistent we'll try and call four times. If we get no answer or we getting

39:05

Speaker A

engaged on still after the fourth attempt we can pause this lead from being called for a duration that you select. You can see whatever it is. So in this case, I'll say let's just wait an hour and we'll try another attempt.

39:20

Speaker A

Okay. So it will cycle through this event. So make an attempt, wait an hour, make three calls, four calls, sorry, wait an hour, make another four calls, wait another hour until you've now got to this level of five. And eventually we

39:34

Speaker A

now know that this call is not going to be successful because we've tried really hard to get hold of the customer.

39:39

Speaker A

There's either something wrong with the number, etc. And then only it will it will flag it or tag it as an unsuccessful call on the dialing campaign. Okay. Right. Does that make sense there Cabello?

39:52

Speaker A

Yeah. Um okay. Yeah. Question. Okay. No questions. All right. No, no problem. So you got all those various rules. So some of them are remember system defined. So in other words, it's default scenarios like answering machine a voicemail. It's a

40:07

Speaker A

system defined ones. Uh this ticket log refuse to pay. These are all customizable ones. Um you know even even say call me back in you can create maybe an outcome for call me back in 3 hours for example. So that's a rule that you

40:21

Speaker A

created. You call the candidate he's working or even call me back after hours. You know I'm busy working I can't chat now. So we can say agent will use call me back after hours as a outcome.

40:31

Speaker A

We'll set a rule on the dialer to say let's call the customer after 5:00. you know it's quite convenient instead of now having you to to manually remember that I need to call this customer. So various ways that you can actually use

40:43

Speaker A

the data quite quite efficient efficiently. Um I mentioned something called SQL rules where you can enable that and if I go into my data management area and we've got the SQL connect rules and this allows us to now you've got all

40:59

Speaker A

those you may you you spoke about you can upscale to maybe a,500 customers etc. And you know those those could be name, phone number, uh title, um you know um qualification, um job title, etc. So you know I think maybe in your

41:17

Speaker A

case job title could be something that you look at right. So you've got a list of a thousand customers but now you want to call everybody that is an a IT an IT manager for example you know so we will

41:31

Speaker A

have these fields and you know we can customize the fields in our database. So when you upload your data you got in the data list you can have all those fields for example for job title or even maybe

41:43

Speaker A

salary scope as well maybe somebody wants to earn over 50,000 a month and we can set those parameters so if that's earning there so we can say to the dialer let's call everybody you can see I don't have one for job title but

41:56

Speaker A

everybody you'll say uh is let me look at gender everybody maybe it's a gender based role so we'll say everybody that is female and maybe over the age of or under the age of 50. Maybe it's somebody younger,

42:09

Speaker A

whatever it is. So, we'll set up a rule for that. And we can set up another rule for job title equals it manager. So, we've got two rules. So, the dialer will go through and filter through all the

42:20

Speaker A

data that you have. It will look for the matching matching criteria for everybody that is fe female and everybody that is an IT manager and it will only call those people. Okay, nice little feature.

42:33

Speaker A

So you can use it. You can see we can use it even when has been called equals to if a customer hasn't been called a couple of times uh you know less than a certain amount of time etc. Uh when was

42:47

Speaker A

a customer or client last call. So you've got a list of database um you know you haven't spoken to the client in 2 years. So last call date you can set up a parameter. You know let's let's check in with with Michelle now. Maybe

42:59

Speaker A

she's back in the hunt for new employment type of thing. you know after 2 years let's give her a shout and see if she's happy where she is or you want to offer another role etc. So we'll call

43:08

Speaker A

her on that way. So what what it does is it just looks sets up some SQL connect rules. It does some checks according to the filters that we've set and it will then call those specific customers.

43:22

Speaker A

All right happy with that understand how it works. That's fantastic. That's exactly how we would use it.

43:29

Speaker A

Yeah, exactly. So I'm just thinking how it will work on your your environment, you know, instead of now to go and manually filter, create a new list, um, you know, somebody got to sit do some data mining, find all the right

43:39

Speaker A

candidates, go do a search, this, the system takes care of all of that for you.

43:45

Speaker A

All right. So cool. So that's a bit on a on a dialer. So we just going to go into the flows. So you do a lot of inbound calls, I'm sure.

43:56

Speaker A

Calling in. Uh, Cabo. Um, not too much. Not too much to be honest. Um, but we do we do uh have inbound calls where we've already engaged a candidate and yeah, we've got to inbound. Yeah.

44:11

Speaker A

Okay. Effective use case. All right. No, it's fine. I'll I'll just show you some of the features quickly and I'm sure you'll you'll see some use cases maybe for your business. So we've got a a flows and and this is remember

44:22

Speaker A

there's a lot of conversation maybe happening not necessarily via inbound calls but also maybe via emails remember that's also conversation maybe a lot of calls or conversations happening via WhatsApp etc. So all that is set up in one single area called the flows. We

44:40

Speaker A

some some systems might call them call routting strategies or uh you know those type of things but we call them flows and it's quite a nice nifty little tool.

44:50

Speaker A

It has a nice visual representation as you can see. Uh usually we'll start with a blank canvas. So we've got first of all triggers and if I just go into a list view all these triggers has a nice

45:04

Speaker A

little explanation actually what it does. So it tells you like a call a trigger that runs when a customer dials an inbound number. So this trigger runs when a customer starts or sends an inmeal interaction etc. So you can see

45:16

Speaker A

you get the idea what they exactly do. So by starting out with a inbound number for example somebody calls a number this will be your main inbound number. So it will be lemon agency [snorts] and then we'll decide okay what we want what do

45:31

Speaker A

we want our customers to experience. So we can say let's check first of all if they are correct calling during the correct working hours. So that's the business hours check. So you'll create a schedule working from uh 9 to 5 Monday

45:44

Speaker A

to Friday Saturdays you close public holiday is close it's a nice little schedule. So we'll use that schedule that we've already created and then we'll decide okay once they've called in we've checked the business hours they have now called it's after hours. So we

45:58

Speaker A

can either say let's play them a message. Um that's that one there audio file. So these are all my actions. So I'll say they have now called after hours. Let's play them an after hours message. Uh out of office hours. There

46:13

Speaker A

we go. And we'll just hang them up. or maybe we can route them to an emergency standby number if you wish to do so.

46:20

Speaker A

Otherwise, we'll just hang up the call. Okay? Right. So, if they call us in a time that is convenient that we're working, we'll then say, "Let's do a check first. Maybe see if the customer is a VIP uh or it's a corporate

46:36

Speaker A

customer. Somebody's dealing with all your corporates. Maybe pick and pay is somebody's account manager. We do a check. We'll create a label for pick and pay as a tag. And those tags, as I mentioned, can be anything. So, we're

46:47

Speaker A

just going to say VIP for now. And if there's a VIP, we'll just send it to maybe directly to an extension. Uh we can send it directly to Bobby or we can actually send it to an omni channel to a

47:00

Speaker A

to a queue that deals with VIP customers. Okay, in that case, and if not, we'll just go maybe to a simple IVR and we can prompt the customers to select one of your options. Okay. So, give them two options. One, two, we'll

47:15

Speaker A

play an audio file. So, this audio file can be pre-recorded, imported. It can be recorded directly in our system. So, that's just basically, you know, thank you for calling Lemon Agency. Press one for placements, two for training, three

47:28

Speaker A

for whatever other services you had. And then we just simply simply send it to a queue. Okay, it's a queue. All right.

47:36

Speaker A

Simple as that. You just need to complete that. And you need to select a specific queue. Uh, I'm just going to select anyone. All right, I'm not going to complete it, but you get the idea.

47:44

Speaker A

You click here, deploy, and basically you've built a new inbound call flow. Okay. Jeez, I like this a lot.

47:52

Speaker A

Yeah, I thought you would. You're a tech person. It's very simple and it's, you know, uh, uh, honestly, other systems that you need to set up something like this can take you hours. And look, I've set it up literally in two minutes.

48:03

Speaker A

[snorts] Um, and you can change things on the fly. We've also got a version history if you're a techie person like myself where you work with different scenarios and solutions and you and you set up something and you know maybe it's

48:14

Speaker A

a temporary solution. Maybe this was only going to be for a week and you want to restore a previous version. You've got a full history. There's all my versions. I click restore. It will basically undo my changes that I've done

48:24

Speaker A

now. Revert back or if I've made a mistake or maybe I've broken the system you know it's not easy to break but if you have you can just revert back into an old version. So I'm just moving across. I'm show you a few samples that

48:35

Speaker A

are already built here already. This is incoming call plays a message plays after skew. Uh no no option selection hangup is basically what I've built there. Uh we can do self app options as well. So incoming call customer calls

48:49

Speaker A

in. We can collect the customer's ID number. Um maybe I'm not sure you would use it in your scenario. So I'm just trying to think maybe a c maybe even a candidate wants to find out if his uh

48:59

Speaker A

placement was successful and it's captured on your CRM system. You know we can prompt the customer do you want to find out the status of your placement?

49:06

Speaker A

Uh please punch in your ID number. Then we can do a lookup to your CRM solution.

49:11

Speaker A

You know your database where you storing all information to see whether you've captured it correctly. It will do a lookup. It will save the field. In this case we're just doing a customer balance but it could be placement successful not

49:22

Speaker A

yes or no type of thing. And I mean that's very impersonal. I know you rather want to tell them personally, but I'm just giving you an idea how we do it. Um, and then we got the options. So

49:32

Speaker A

we can tell the customer, we've got your account balance now. Um, do do you want us to read back to you? Do you want us to send you an email, SMS, or both? So we'll just set up a flow. We'll set up

49:44

Speaker A

an email. We'll set up SMS. And boom, your flow is done. All right. In another way, question. Um, sure.

49:53

Speaker A

Are you also able to add WhatsApp sort of communication flows as well in certain props? Cuz I I I set up my WhatsApp for business uh account yesterday and I'm starting to try out that that use case as well.

50:07

Speaker A

Yeah. No, definitely. So, yes, the next one that I've got here is my WhatsApp journey. So, that's my WhatsApp. So, somebody sends you a WhatsApp uh conversation. It could be even a live chat conversation. So I want to say

50:20

Speaker A

let's even do a live chat to follow the same process. So there's my live live chat conversation. Um and this is our Athena our chatbot experience. So we can now ask the customer do you want an agent? Do you want a self-help options

50:32

Speaker A

if they say self-help the chatbot experience can take care of the conversation? Uh and again we can get information pulled from your CRM solution and provide it to the customer as well. Um yeah so we we definitely can

50:44

Speaker A

do that to WhatsApp set out initiate messages. we can send out templates to the customers as well. Um, another thing that might be useful, I'm thinking for your use case for you guys is the ability to send out automated messages

50:58

Speaker A

and even WhatsApps as well to to customers, you know, so you can see first of all if you're monitoring campaign, this is your your campaign or your department that we're monitoring.

51:08

Speaker A

Um and when we can search for certain outcomes so it's a new contract offered to a customer or you know a client and based on this we've picked up the system is recognized this uh outcome and what we'll do is we'll send an email

51:24

Speaker A

automatically to the customer or the client to say you know thank you for your response your placement has been successful here are the details of your employment your contract or whatever it is uh we can send the customer also an SMS as well. We can

51:40

Speaker A

send an internal email to another division, you know, somebody where you want for records or storage purposes, all of that. So, these are all automated pro processes. You can even send a WhatsApp out as well, you know, type of

51:51

Speaker A

thing as well. You'll see there's a WhatsApp message there. So, I can send a WhatsApp to the customer as well. Just link that there. Select your connector, select the information, recipient, your template. You can have a template with

52:04

Speaker A

all the information in the in there as well. select it and you can basically automate all of that through WhatsApp as well. All right. Does that answer your question there for you, Camila?

52:13

Speaker A

Yes, it does. Thank you. Okay. No problem. Um, do you guys do customer satisfaction service as yet or is it something that you're looking at?

52:21

Speaker A

Uh, set in the future very very soon. In the f. Okay. All right. So, just the last thing I'm going to show you on the flows is the um c sets or customer satisfaction surveys. So again at the

52:33

Speaker A

end of a call agent hangs up um we can first of all ask the customer do you want to just rate our service or performance? Yes or no please. If they do the agent will select an option and

52:43

Speaker A

when they hang up it will then push the customer through to a survey where they will take part. They want to hang up or they want to confirm. So they will then respond to a series of questions. In

52:55

Speaker A

this case I've just got two questions. First question is just called question one and we'll capture it into that field. You'll get a rating from 1 to five. In the second question, likewise, rating from 1 to five. Obviously, play

53:07

Speaker A

the audio file. And the audio file will ask how was my service? Can you rate me from 1 to five? Are you happy overall? 1 to five, yes or no. So, based on those responses, we do what we call a

53:18

Speaker A

conditional check. So, example, on question one, the agent received a rating of two or below. Or for question two, he's received a rating for two or below. What we can do is automatically create a task. As you can see, there's a

53:34

Speaker A

task as I showed you those tasks. So, the system can create a task automatically. It's called create a task for supervisor. Uh there's some information here and it will tell the supervisor that agent Bobby received a score or a score below three because he

53:47

Speaker A

got a rating of two. Can you please investigate? So, it will create the task automatically. it will sign it to the user supervisor and the supervisor can now go and investigate you know what was the reason that we received some poor

53:59

Speaker A

poor ratings there as well all right so that's just a bit of any questions there Cavo you understand the flows nice tool yeah very nice tool um I think you've covered all of my possible questions with all the examples um this is a very

54:15

Speaker A

powerful instrument definitely really there's so much that you can actually achieve through just setting up those flows. Um, right. So, the next area is the reports. I'm going to cover some of the reports for you.

54:28

Speaker A

And, um, again, ability to have real-time information. It's quite important in any sort of customer service environment um to to manage what's happening proactively in your environment, you need some kind of real-time information. So, we've got first of all in that if you've got a a

54:42

Speaker A

live CNX1 dashboard, it's connect one dashboard. As you can see, it has what we call first of all these widgets and some of them are you're able to click onto it. You can see from my icon I can

54:52

Speaker A

click into that one. This one's just a flat one. But if I click into that little icon, it brings up all my outstanding my open interactions. As I can said that hasn't been outcome according to the different uh users

55:04

Speaker A

names. You can select by channel. It will bring up all the channels in sequence. You want to select all by users, you can do that. And you can see what channel communication the direction what was the subject about um the

55:16

Speaker A

whether it's spending on new this time in state the duration whether it's going to breach my SLA. So if I want to see which ones are already failing my SLA click on that and you can see some of

55:26

Speaker A

them already failed my SLA right any interaction you want is you have an ability to do silent monitoring or monitoring on interaction. So I'll show you something that I I missed actually neglected to show you but you can listen

55:40

Speaker A

in on any conversation silently as a supervisor team leader. You can assist the agent or whisper functionality. So you can speak only the agent will hear you. You can jump into any conversation at any given time. So it's sometimes

55:52

Speaker A

called barge in or conference in. So you can speak to both the agent and the customer and you can actually transfer any interactions out from any user at any time as well. Um these widgets that you see are customizable in a sense is

56:07

Speaker A

we can add what we call different campaigns that you want to monitor. So you got the filter option here. You can say I want to just maybe view a separate campaign maybe that one there. Click apply and brings up all the widgets for

56:20

Speaker A

that. Um at this moment in juncture we've also just recently launched customizable dashboards. So any fields that you can get from our reports, we able to drag and drop like you like you saw on on the flow builder, it will call

56:33

Speaker A

a reports builder. So you can build up your own customizable reports with all the graphs, all information, your inbound calls, cued calls, very nice little graphical user interface that we're going to have very soon. Right.

56:47

Speaker A

Right. So um on the reporting side, um on the historical reports, so we've got a full suite, as I mentioned, there's over 120 different reports. Um you want to run reports maybe just on user something as simple as a login logout

56:59

Speaker A

report. It brings up uh my report for today. You can filter. You got a filter option up here. Whether you want to filter by a custom date, you want to filter by a team name, a specific user.

57:11

Speaker A

So you've got all the filter options. You click apply. It brings up my information for me. You can download it into a CSV or text CSV file. You can import it into Excel. You can actually customize it a bit further by selecting

57:24

Speaker A

or deselecting certain parameters. And if I drop down here as well, it just gives me my states as an agent in the various different states. So since the time I've logged in this morning, you can see from there up all the way up

57:37

Speaker A

whether I was in logged on away state, pause reasons, break reasons, the durations I was in the different states.

57:43

Speaker A

So as you can see, it's very granular. So everything that happens on the agent level, you're able to report on it quite uh substantively.

57:51

Speaker A

All right. So then on so that's you um on the voice side you can report on your outbound uh campaigns as well. Uh if you do you can see we've got so many different types of reports. There's combined reports whether you want to

58:05

Speaker A

report horizontally vertically. Um inbound summary report outbound summary report. So daily reports. So you do all of those. Just click on that one there.

58:14

Speaker A

And you can see I've got any data for today but I can go back a bit. Let's go for monthto date. Click apply. And there's all my campaigns, all my total calls, calls to agents. You can see nicely what's my conversion rates, talk

58:29

Speaker A

times, etc. And I can drill down a bit further and it will bring me all my different calls as well with the phone numbers, the details, what was the outcomes of those calls. U you know whether the call is abandoned as well,

58:41

Speaker A

you'd be able to pick up as well. So we can report quite quite well on any sort of information. Um and then the last thing is the call recordings here is if I go into my call recordings we have an

58:52

Speaker A

ability to now listen to your recordings and again our is as I mentioned to you it's fully integrated so you don't need to wait a day or an hour etc after immediately after the call is completed within a couple of seconds the call is

59:06

Speaker A

already available to listen to you can see there's a call that I made today I can just click on the three dots click and listen it's now playing in my Here I can then uh download the call conversation into MP3 format. Uh you can

59:21

Speaker A

create playlists. So you want to first search for a few different types of schools. You can create a little playlist and you can go and listen through all those different calls as well.

59:30

Speaker A

All right. Any any questions there u? No no questions. That's good. Good. So just just one thing. I just want to jump back to my agent inter action screen. um because I think this is quite important for you. A nice

59:45

Speaker A

little feature that we have um is you know you might have is in your environment you might have new recruities, new trainees or even just simply sometimes some agents need a little bit guidance a little bit of help. So we have something called

59:58

Speaker A

ability to add participants to any conversations. So like you had that real-time monitoring where you can listen to calls. So you can add participants. So maybe on this conversation that I'm having with David Beckham, you can see I've got three

60:12

Speaker A

participants and these are could be my supervisors, could be my team leaders, um whoever it is. So by adding them as participants, they will see the whole conversation that I am having with David Beckham on their side in their

60:24

Speaker A

interaction screen and I have an option to use the private area to speak to my supervisor. Please help help with this query. I'm not sure how to answer or respond to the customer. Okay, hit send off. And once you do that, you'll see a

60:42

Speaker A

little yellow box highlighted. And that's my conversation that I'm having with all three of my team leaders. So they can all see the message there as well. All right, that's what I wanted to show you there as well. Um, okay. I just

60:55

Speaker A

want to before I move, yeah, any questions before? So that's basically a very high level overview of the omni channel uh the CXM. Um I want to cover a bit on the WFO [snorts] portion but I just need to find out what

61:09

Speaker A

sort of um consultants use uh numbers that you that you have there what might look out using our platform.

61:17

Speaker A

Um sorry I'm not sure if I'm following the question. Okay. Um how many users basically would use our solution currently? Uh six.

61:25

Speaker A

Yeah. Oh it's great. It's quite small. Okay. So just uh I'll just touch on this. So I won't spend too much on this because there is the benefits of of having the WFO you need obviously you hopefully you guys will grow you know

61:37

Speaker A

and and get more consultants on board but the WFO is usually when you have a nice number of consultants where you where you do a lot of manual QA process type of thing um you know those type of

61:47

Speaker A

environments but I'll I'll explain to you quickly briefly since we we got a little time um is we have this the third tool that I mentioned from the CXM the form build the scripting tool and the third tool is the WFO portion

62:00

Speaker A

which is the workforce optimization and in there we've got basically the QA ability to do QA uh quality assessment of calls. Uh so you create scorecards.

62:11

Speaker A

Are you familiar with any QA processes or you guys have you done any of those where you're listening calls, scoring agents etc.

62:17

Speaker A

Um not not too familiar. Not too familiar with it. Okay. So I'll just explain to quickly so it gives you a nice little indicator. Uh how you looking for time? You still okay for time there?

62:26

Speaker A

Yeah, I'm still good. Okay. I just want to make sure. Um so I'll give you an indicator why so you know maybe this is in the future down the road map when you you start building 20 30 40 agents hopefully when you get

62:37

Speaker A

to that stage um is it's the WFO it's workforce optimization and in there is the quality assessment and quality management. So what happens in in large contact centers particularly is they they need to do some quality assurance.

62:52

Speaker A

So they'll have some QA agents maybe uh two three five whatever volume they have and they go through a whole lot of calls. So if you're doing a,000 calls 10,000 calls a day they would then pick and choose certain calls to listen to

63:06

Speaker A

and do quality assessment on those calls. So quality assessment will be done through creating a scorecard. So you have some scorecards created for example um see which one I'm going to look at here. Yeah, custom scorecard.

63:20

Speaker A

That's the one. So you create a scorecard and that scorecard will guide you through a process of actually scoring or marking an agent. So it's it's like an little think of it like an exam for an agent, but you're picking random calls to

63:33

Speaker A

actually mark. So you've got different categories that you can set up and in this categories you'll set up different questions. So for example, ask the caller if he's an existing customer or this is about a new contract, you know.

63:44

Speaker A

Um you can set up waiting for scoring. So I'm not going to get too technical into that, but you can set up so certain questions are more important than others. So you gave it a higher waiting.

63:52

Speaker A

So it's, you know, make sure that that it it complies. So if you set it to mandatory, if the agent doesn't mention or do does what what this is requesting, it'll fail the call automatically. So you can see there's a whole lot of

64:04

Speaker A

series of questions. You created the scorecard. And if I go back to my assessment area, you'll see I've got just like how I have in my interaction view. I've got some calls that I need to mark. So I can go into view. So, I can

64:17

Speaker A

go and search for all unmarked calls, put in my parameters, uh, and then decide on which calls I want to mark, and it brings it into my interaction window like you see here. So, I've got an unmarked call for Bobby. I can go and

64:29

Speaker A

select my scorecard and and custom score card. It will take me to a process. So, this is my call recording. So I can listen to recording, go through a marking process, and eventually when I've completed the marking process,

64:45

Speaker A

you can see this is one that's completed. Uh demo score achieved, passed or fail, we'll have something that looks like this. So that's agent Jack scoring rate whom which he was bar which agent was marked by QA what was

65:00

Speaker A

the overall percentage that he achieved the sentiment across the call he passed or fail and you can download this into basically a PDF all right so that's just a bit of QA so in a nutshell it's a bit

65:11

Speaker A

more involved than that but that's what the QA does so you'll be able to mark calls score calls you can remark calls um the QA also um puts things into gamification as well where you can um get you points and coins. I'll show you

65:24

Speaker A

that shortly. But we've also got the the artificial intelligence. Oh, sorry. Michelle got kicked off.

65:32

Speaker A

Um, let me just bring it back in. So, yeah. So, we've got all that there. So, you can do artificial AI compliance or AI is basically um this manual marking process gets done automatically through certain rules. I'm not going to go delve

65:46

Speaker A

too much into that, but you can do automatic scoring etc. And based on the AI, could you actually uh deep dive into that if possible?

65:54

Speaker A

Oh, you want to see that? Okay, sure. Sure. Okay. I thought maybe you want to see that. Okay, no problem. Um, so the the AI to do the marking, we need to set up a rule. Michelle, are you back with

66:03

Speaker A

us? Yes, I am. Thank you. Sorry, I had to just switch networks. No problem. Sorry, I didn't notice you dropped off. Okay, glad you're back.

66:13

Speaker A

Okay, so yeah, Cabello, so the the QA artificial intelligence. So remember what I just highlighted for you where you create the scorecards and then you got to go through a manual marking scoring process etc. It's a bit of time

66:26

Speaker A

consuming. So if you've got artificial intelligence that can do that you can basically quality sure any call or every call that you want or a segment of calls. So to achieve that we set up what we call a rule. So I'm going to set uh

66:42

Speaker A

you can see I've got a couple of AI rules. Let's just look at the one that says vulnerable customers. going to edit that rule. [snorts] So there's a name, that's the scorecard, uh the outcome. So every time an agent use a particular

66:54

Speaker A

uses a particular outcome, it's a new contract. Um whatever you guys is your outcomes, whatever you said, there's my minimum call duration, my maximum call length, uh my interactions, and this is where it gets quite good because I can decide how many calls

67:12

Speaker A

I want my AI to mark. So in this case it's all uh you can actually turn the sol switch off. You can say let's listen to 100 calls an hour a day a month etc.

67:20

Speaker A

Otherwise we just listen to every single call or wea every call. Uh you tell the rule which campaign to manage etc. And basically you set up a rule and you'll also need a specific scorecard for AI.

67:33

Speaker A

So if I go to my scorecards you'll see these are my manual ones that I showed you a sample of just now. But we've also got the automated QI as well. So if I just going to look at one here, it looks

67:45

Speaker A

similar to the normal Q uh scorecard. There's my different categories that we set up there. Uh this is a criteria, the words. So the AI will actually pick up those words that are spoken, you know, in the actual call by the agents, etc.

67:58

Speaker A

So we'll listen to those calls and we'll get the scorecard that look exactly this. So this is it. You'll see evaluation results for AI artificial intelligence has actually scored this.

68:08

Speaker A

So this was by by no means a a QA live person. You can see the assessor was the artificial intelligence. Athena, she's done the marking. When was the original marking date and you've got your basically a scorecard, right? [snorts]

68:21

Speaker A

So that's fully automated. No need to have a live QA person doing this. The system takes clear. So quite useful for compliance as well. um you know uh I know you guys don't do sales contracts and those type of things but some

68:35

Speaker A

companies that do nonverbal non uh paper based paperless contracts where everything is on you know on voice recordings your insurance or your contracts um for compliance purposes they use a lot of this artificial intelligence to actually uh achieve what

68:50

Speaker A

they need to do to make sure that the contracts are valid etc. Okay, does that make sense there?

68:55

Speaker A

Yeah, it's perfect. That's actually um precisely what I was looking for. Oh, is it okay? Excellent, man. I would I was I would have not thought that you would use something like this for your business, but it's good to know.

69:06

Speaker A

Excellent. The reason the reason why is because um I had seen that um there's a solution called voice AI that does what you just described and for a telephone solution for that. But if you guys already have that,

69:21

Speaker A

then yeah, I think this is perfect. Okay. Excellent. Yeah. So, we got everything in the one suite as you can see. All right. So, yeah. So based now now I'll show you a fancy path based on that QA that's getting done. What we do

69:33

Speaker A

is we can achieve some speech analytics also right because remember now AI is listening to all your conversations. So based on that we've got some speech analytics going. So first thing is the transcripts. So I can search for certain

69:48

Speaker A

words phrases you know um in your environment you want to maybe search for a certain company a certain placement uh a user name whatever it is. So, I'm just going to search for the word customer because I know it's been spoken about in

70:00

Speaker A

my environment. I'm just going to set a filter a little further back. So, maybe I'm just going to go to last month. Um, you can set certain parameters. You can set outcomes, phone numbers, etc. And then I'm just going to hit apply.

70:14

Speaker A

It's not like so if I hit apply what it does, it now brings up every instance over that searching period or that duration that I searched for for where the word customer has been spoken. Okay, you can see it's

70:28

Speaker A

just busy loading and I can see I've got 45 instances. Okay, 45 recordings and there's my first call. It's loaded. I can go and click on listen to that call conversation. Um, I can jump ahead to any other one on that

70:44

Speaker A

date. It'll give me some information. The agent, the date of the call, time, campaign number. It's busy loading.

70:50

Speaker A

We've also got a full transcription of from speech to text. So, there's my conversation. I It's transcribed into text and you can see exactly it will be highlighted where customer is spoken.

71:05

Speaker A

And oh, why am I not seeing it highlighted? Okay, it is usually it is.

71:10

Speaker A

Maybe I'm just missing it, but you get the idea. So, I can listen to my recording. Uh, we've got a full transcript of the conversation. Oh, there's it there. So, sorry I missed it.

71:18

Speaker A

So, there's the word. It's picked up there. Tells me in the conversation where it is as well. All right. So, you can actually download it as well. Um, it's the transcript search. Then on a speech analytics, we go into something

71:32

Speaker A

called keyphrases first law. So, I'm already in there. So it brings it up in a nice sort of tabular formula format.

71:38

Speaker A

These words phrases you can search or you can increase the length of the phrases spoken words. So if I increase that it brings up uh more information as well. And it also in mono and stereo. So you can see from the color code it tells

71:54

Speaker A

you whether it was a agent mention or customer mention or both. Um so you can click it tells you uh for example the word information how many mentions.

72:03

Speaker A

There was 23 29 counts for the last week. If I click on it, it brings up all the conversations, the agents that dealt with it, the campaigns, the phone numbers, how many mentions of the word information in those conversations. So,

72:15

Speaker A

if I want to see, for example, on this one, Scotty, click on view. It now brings up the um conversation. I can go and listen to it. It's got a transcript of the conversation. Again, it's highlighted in there as well.

72:30

Speaker A

Information information information. The audio is there and I can actually click it's 40 sec 45 seconds into the conversation 48 seconds 51 seconds etc etc. So if I want to go to 58 seconds all I do is click on it. It takes me

72:46

Speaker A

directly to the conversation area where the word is mentioned. Okay. So it's it's actually nice speech analytics and it's really quite powerful actually to to able to do this. Um we've also got something called wordcloud. So if I click on word cloud, it puts it

73:02

Speaker A

into a nice sort of cloud formation as you can see and it's in proportion to size. So the larger the word the more mentions it has. So just by looking at this I can see you know frequently spoken words in my environment.

73:14

Speaker A

Information system data logic ability transfer uh those are the things that we you know in our demo systems that's been spoken about a lot in our in in over the last week for this duration there as well. All right. So you can change the

73:27

Speaker A

length uh the volumes. Um we've got things like entity recognition as well. So um not sure how maybe this will assist you but there's different ent uh categories that we can have entity. One of them is money related. This is purely

73:42

Speaker A

for maybe sales environments where money is involved. So you can pick up those type of words pounds, dollars, rand uh entity recognition. you know if you have in our tech industry our just competitors are like you know other

73:56

Speaker A

companies and the the Genesis the AAS or whatever it is we can pick up you know what's been spoken about in our in our environment from a tech perspective so this version it's a WhatsApp mentions so if I click on any of that it brings up

74:10

Speaker A

the conversation for me here and you can see there's a conversation Jack again I can go in and view that conversation can see the transcript of the conversation WhatsApp was spoken out etc.

74:22

Speaker A

Okay, so nice little analytics and the last thing here is the clustering of interactions. So you can set up a little cluster of c of words phrases and spoken about. For example, in this vulnerable customers, if I set that one there,

74:35

Speaker A

there's a cluster of words. So anytime any of these words are mentioned, it will pick it up and and analyze that sort of conversation, bring up the conversation for you. So you can actually listen to it. Uh you can see it

74:47

Speaker A

was scored the percentage you can see the sentiment. Um if I bring it up tells me there was total mentions 30. So all these words were mentioned about 30 times mental illness mental health. So you know you pick up v vulnerable

75:02

Speaker A

customers in this case. So people are complaining maybe you've got a in this case it was sort of a help desk you know people are or a lifeline type of environment. People are complaining about the stresses their health and

75:12

Speaker A

mental illness those type of things. So you can bring up this conversation takes you straight there. You can listen to it. Okay. Quite useful. All right.

75:21

Speaker A

Any questions there? Ah, that's that's much more than I was expecting. Um, yeah. So, very very happy with it.

75:29

Speaker A

Okay. Excellent. I know it's really honestly I've just shown you the the very brief highlights of it. Basically, there's a lot more into it anyway. Um and then the last thing um this I'm not sure if you might not use it now

75:41

Speaker A

immediately but definitely something for the future to look at is and again it's available part of this WFL this is an additional tool it is called gamification um if you haven't heard the term gamification it's a tool it's a

75:54

Speaker A

it's a term used in the industry to to sort of speak about a rewards program so to speak. So it's an it's a how it's works. You create certain events that will drive agent performance, increase their you know the efficiency, their

76:11

Speaker A

their morale, all those things and by doing that you create certain events. So maybe it's so many placements completed you know by one of your consultants. So if they're doing a placement uh a day or three placements a day whatever let's

76:26

Speaker A

give them some rewards you know in based on those outcomes that they've used. So this could be placements achieved. We'll set up a rule. We'll do a condition check. It will check to see if it was placement achieved or appointment book

76:38

Speaker A

or even uh um what you call it interview booked. You know that's also maybe an achievement something you want to look at. So we'll do outcomes and that's is we'll reward the agent with 50 points.

76:50

Speaker A

We'll reward them with 50 coins and maybe if they've got five three placements over in one day, let's give them a bonus because they've done well.

76:58

Speaker A

So we'll give them a bonus of 500 coins, 500 points and 500 sorry 100 coins. So you can see it's a rewards pro program based on agent behavior. So they start earning and they move along. You can create as many sort of uh events that

77:13

Speaker A

you want and they'll start earning and once they start earning you'll have agents will have a ability to view their position in the system as far as the points they can see how much of coins they've earned etc. Uh providing you've

77:28

Speaker A

got enough coins, you can go shopping and it's an internal create internally created shop part of the platform. And you can see you can set up a whole series of rewards. Just download any picture from the net, assign it to your

77:42

Speaker A

rewards, uh chocolates, shark diving, early afternoon. Attach a value to those rewards. So if I want an afternoon off, it's going to cost me 250 coins. I click buy now.

77:54

Speaker A

There's my cost. I want I want to purchase one reward. Click buy now. It will send the request to the orders areas pending approvals and you'll see uh the agent will be able to uh then sorry a QA as um person that's managing

78:12

Speaker A

the rewards program will be able to accept that request. And what it'll do it will then deduct the amount from the agent's dashboard. So, I'm just going to go there and you go to gamification and you'll be able to see your wallet and what you've

78:28

Speaker A

been earned, what you've uh reward you've achieved, etc. as well. So, you can see this a nice little dashboard. It shows me position as far as the points.

78:36

Speaker A

It shows you the top agents, the quality agents that are best assessed, agents that have been assessed, uh top sentiment, agents with the longest streaks, those streaks that I showed you, you can see all of that there as

78:48

Speaker A

well. Okay, so that's basically gamification in a nutshell. [clears throat] All right, a lot of information for you, Cababelloo. Sorry, but I didn't want to try and give you information overload, but hopefully you you see some value on

79:01

Speaker A

what we have to offer there as well. Yeah, I was telling Michelle and Wikipedia the other day that I'm an engineer, so I want all the information.

79:08

Speaker A

Give me Okay, I love it. Okay. All right. Good, good, good. A quick question on the gamification side. Um, sure. Are there any um sort of third party sort of e-commerce shops or like take a lot other things where you can

79:23

Speaker A

bring in um that that gamification for spend on like other channels? Oh, okay. Um not at this stage. Um I think I've had this question before. So, but what we can do is you can basically create a voucher uh for take a lot for

79:42

Speaker A

example. You know that that that is a reward. So you can just set up a reward just download take lots icon create a reward 250 rand uh these these um sort of coins that you see here we can change

79:54

Speaker A

the symbol for that you know we can change it to a ren based den nomination you want to make it a bitcoin symbol we can do that yeah so um it is an in-house shop so we can't basically access a

80:05

Speaker A

third party um shopping site or anything where it's integrated fully into our site but you know maybe you never know maybe in the future that's something we can look at doing you to have it fully integrated or be able to purchase

80:17

Speaker A

through a third party vendor type of thing. Yeah. Yeah. But the easiest option is to basically create a voucher for it and you can use that voucher as a reward.

80:25

Speaker A

No, no, that's that's perfect. Um I just trying my luck. Yeah, that's a bit fancy now, but it's a nice thing to look at. Never know. Yeah, way tech the way tech moves on. So, you know, you never know. Maybe that's an

80:38

Speaker A

option where we can fully go and buy something from take a lot and deduct the the coins or ren value directly from their wallet.

80:45

Speaker A

Yeah. Okay. Any questions before I hand you back to Michelle there? Anything else that you have?

80:51

Speaker A

Um I had I did have a question around Athena. Um but I think you you spoke through it through the AI um module sort of capability. So I think that that's been answered for the most part.

81:06

Speaker A

No problem. Um and then I just wanted to make sure um in the in the in the initial setup you had mentioned um you know enabling a um a work space uh sort of solution where it's either hybrid or

81:23

Speaker A

remote or on site. Oh okay. and and the VPN uh side of things. What what are the requirements um to set up that VPN sort of enabled setup for a hybrid or remote uh workforce if any?

81:39

Speaker A

Okay. So yeah so so because our system sits in the cloud and and around security issues purely you know to make our system safe or our access to our system safe um usually we'd require either uh if you have static addresses

81:54

Speaker A

IP address I'm not sure if you guys have static IP addresses on site do you guys have or you can not not yet okay but it's that's something if whoever's looking after your network that's normally achievable uh to able to

82:07

Speaker A

do that but now for for a hybrid model where you've got but this is something that also we're looking at as well because we've had queries from customers but for for hybrid model so for basically an agent to work from a coffee

82:18

Speaker A

shop for example or from home for example um from your side you would need to have a VPN uh set up for those remote users so they'll just for security purposes and then they'll be able to connect to through through the browser

82:31

Speaker A

into our system so like for myself at the moment you can see I've got uh let me see just want to do this quickly Uh why is it the thing is in my way?

82:41

Speaker A

Yeah. So I've got a AWSVPN client and when I need to connect because I work remotely, I work from home as well. So I need to connect to my uh VPN just also purely for security. So once I'm on the

82:53

Speaker A

VPN, I'll be able to connect to this URL. Um if you have if they have static IP addresses, if you're working from an office, what we do is we whitelist your range of IPs that you're going to be

83:04

Speaker A

using or connecting to our system. Once we do that, then you obviously don't need a VPN connection. Then you can just connect to our system because the it will it allow you to basically connect to our system. But but that's something

83:14

Speaker A

we can we can later unpack because we've had some queries regarding you know customers that don't want to use a VPN.

83:19

Speaker A

Um you know they want to be able to work just connecting because they can access all their platforms without a VPN etc.

83:26

Speaker A

Uh that type of thing. Yeah. Yeah. Okay. Um but and then so sorry go ahead.

83:32

Speaker A

No no no it's fine. Uh then I just had a question around um mobile app sort of access. Is it possible to uh mobile access yeah access this uh suite of services through mobile interface?

83:48

Speaker A

So um in in theory yes but practicality we are in a process of developing a mobile app. It hasn't been out yet.

83:59

Speaker A

They're still in development phase. uh just purely because if you look at how the interface is laid out, remember there's a wide layout yet. So think of a trying to put this onto a mobile device is very difficult because of the screen

84:11

Speaker A

size. Um but in theory, I haven't tested it myself u but I've been assured that it possibly would work is using a tablet form. So if you're using an iPad or a Google tablet or something like that and

84:25

Speaker A

you just got the browser, you got a Chrome browser on it u in theory you should be able to connect through a tablet cuz remember tablets got wider realy space you can connect you can see things better as as opposed on a small

84:37

Speaker A

mobile screen. Yeah. So yeah so we just don't have an app yet to use this uh platform but hopefully we'll have one in the near future as well. Okay.

84:46

Speaker A

Okay. No problem. I just wanted to find out what the options are front. Um, so essentially a user would just need a browser effectively to to access the the the solution.

84:58

Speaker A

That's all. Yeah, that's it. Okay. Google Google Chrome works the best. Any Chromium based browser, but Google Chrome works the best. It was developed around Google Chrome and most people use Google Chrome anyway these days.

85:10

Speaker A

Cool. All right. No, 100%. Any other questions? Anything else? Um then I suppose the only only only question left is uh uh a break a breakdown of the commercials. Um and I understand that the the starter plan has 20 seats and

85:28

Speaker A

then if Athena is part of the package uh it's 30 seats. So I think that's where we would want to to kick things off.

85:36

Speaker A

Um would you be able to sort of break that down to me via an email or a solution sort of document uh etc.

85:47

Speaker A

Michelle. So that's where I come in now. Thank you, Bobby. So I will do a proposal for you. Uh so you want a quote on the 30 seats including Athena.

85:59

Speaker A

Correct. Okay. I'll start working on that today and I will get it out to you shortly.

86:06

Speaker A

Yeah. Could you actually could you actually give me versus the 30 seats Athena sort of package or if there's any way to do uh well I'm not sure how Athena works uh but basically on the 30 versus the minimum

86:21

Speaker A

Athena plan as well. So the minimum Athena plan is 30 seats and that's the speech analytics and the quality assurance and assessment that Bobby went through. The starter pack is 20 seats and you have manual quality assurance. you don't have speech

86:37

Speaker A

analytics but I can give you both options and then you can decide from there.

86:42

Speaker A

Uh fantastic. Could you give me both options and then we'll we'll work it from that point of view.

86:47

Speaker A

Okay. I will do a proposal and then I will get it through to you via email and you can let me know which one is more suitable for you. But there's nothing stopping you from taking a starter pack

86:57

Speaker A

now and then upgrading later on to 30 licenses including Athena. It'll just be a price increase obviously for adding on Atheina later on.

87:07

Speaker A

Happiness. Okay, cool. Uh, look at that. We're right on time. Thank you so [laughter] much for your time.

87:15

Speaker A

Thank you, Cabela. Nice meeting you. Thanks, Michelle. Thanks, Bobby, for taking me through um a very comprehensive demo. Thank you. I appreciate it.

87:23

Speaker A

It's a pleasure, man. I hope to chat soon. Uh oh, yeah, sure. Any anytime, Michelle.

87:30

Speaker A

Uh we're based in Rosebank at the um workshop 17 office uh right above Proud Mary.

87:37

Speaker A

Okay, cool. Maybe Michelle and I will make a plan to come and visit you there.

87:42

Speaker A

See you for the followup maybe. Okay, for sure. Um would you mind sending me a recording of the of the demo so I can share it with the team and then we can start workshopping um how to utilize um this

87:54

Speaker A

the the solution. Sure. Uh shortterm and the medium term as well. Okay. In within the next hour, it just takes about half an hour to upload and then I'll have it and I'll provide it to Michelle and she'll forward it to you.

88:05

Speaker A

Okay. Thank you. Okay. You're welcome. Awesome. Thank you very much, guys. Thanks. Bye. Bye. Bye. Thanks, Michelle.

88:12

Speaker A

Bye. Bye. Bye.

Topics: contact center cloud service AWS WebRTC omni-channel customer experience management CRM integration FormBuilder workforce optimization call center software


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