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A New Era in Contact Center Automation with Omnia LINK auto-score

BeeWith, a leading firm in the contact center industry, has announced the launch of a game-changing feature titled 'Omnia LINK auto-score.' This innovative tool aims to automate the evaluation of call responses, reducing the time spent on scoring from approximately 30 minutes per call to zero. Scheduled for release on November 13, 2023, the Omnia LINK auto-score represents a significant advancement in how contact centers assess performance.

The Role of AI in Streamlining Evaluations

Traditionally, the evaluation of call responses has been a time-consuming process that required human oversight. With the introduction of auto-score, BeeWith harnesses the capabilities of generative AI to enhance and streamline this process completely. The AI system, trained using BeeWith's proprietary quality evaluation methodologies, automatically scores various aspects of a call, including the correctness of speech, voice impression, and contextually relevant remarks. This means that organizations can receive immediate feedback after each call, effectively cutting down on the administrative load for supervisors.

The implications of such technology are monumental, allowing contact center managers to shift their focus from time-consuming evaluations to more strategic activities such as operator training and operational improvements. By minimizing the need for manual scoring, the auto-score feature fosters an environment where more time can be dedicated to quality enhancement efforts.

Features of Auto-score

1. Drastically Reduced Time and Cost

The primary benefit of using auto-score is its ability to replace the human workload associated with evaluation. With immediate scoring generated post-call, the strain on supervisors to monitor and evaluate performance diminishes significantly. This transition allows for enhanced efficiency while ensuring that quality standards are never compromised. Supervisors can now focus on coaching operators and refining center operations rather than getting bogged down in paperwork.

2. Supervisor-like Insights and Feedback

The AI’s capabilities extend beyond just scoring; it evaluates call audio and written transcripts alongside critical performance metrics. By assessing the overall interaction quality, the auto-score system generates detailed feedback for each operator, pinpointing strengths and areas for improvement. This feedback can not only be produced on a per-call basis but can also summarize monthly performance, allowing for a truly holistic approach to quality management.

3. A Shift Toward Instructor-Centric Quality Management

Traditionally, managing quality in contact centers has revolved around scoring, sometimes sacrificing valuable teaching time. With auto-score providing consistent, unbiased evaluations, managers can redistribute their efforts, concentrating on training and guiding operators rather than purely assessing performance. This shift from a solely evaluation-focused framework to one centered on education fosters a more productive and collaborative work environment.

Future Development and Industry Impact

Omnia LINK, which encompasses an all-in-one infrastructure for call recording, voice recognition, CRM, and FAQ recommendations, is equipped to evolve with the needs of modern contact centers. The integration of auto-score into this system highlights BeeWith's commitment to staying at the forefront of technological advancement designed for operational success.

BeeWith has been delivering exceptional services for over 20 years, utilizing their expertise to innovate within the contact center and BPO landscapes. Through comprehensive strategies and industry know-how, they are dedicated to offering tailored solutions that genuinely elevate the capabilities of their clients. As they continue to explore how generative AI can improve operational efficiency and service quality, the implications for the sector are promising and undoubtedly transformative.

As we approach the Call Center/CRM Demo & Conference 2025 taking place in Ikebukuro, Tokyo, attendees will have the opportunity to witness the live implementation of auto-score, showcasing how this AI-driven technology can redefine the boundaries of contact center management.

For more information on BeeWith and their innovative technologies, visit BeeWith.