AI Analytics Lead The Way Artificial Intelligence has opened doors in numerous industries, inspiring impressive developments that have the potential to transform the way in which we live. The team at Provana have leveraged the latest technology to provide a single, easy-to-use solution that supports all compliance, analytics, and operational needs. In the 2022 Corporate Excellence Awards, the team were named Most Innovative AI-Powered Speech Analytics Solution – 2022. We take a closer look to find out more. A good business partner is one which allows you to focus on the things that you do best. The team at Provana have carefully tailored their services to enhance the performance of a company, exploring the minutiae of analytics and operational needs. Through incredible attention to detail at every stage, the team have pushed businesses into a bold new future that embraces the potential of the digital age, bringing about continued success for all. The core of Provana’s digital operating platform is the principle of it providing a single, easy-to-use solution. Built on a heady mix of distinguished BPM services and innovative technology, the team have been able to offer a level of functionality and support that cannot be found anywhere else on the market. Years of experience in the industry has allowed the team to offer their clients effective and transformative ways of maximising insight into what customers want, leveraging this knowledge to improve efficiency and using these new ways of working to boost the profitability of a business. Keeping up with compliance and technology is something that has overwhelmed many successful businesses, and it is clear that staying ahead of the game and in control of these factors is vital. Through the single solution that is Provana, businesses are able to gain a holistic perspective on all of the factors that affect their ways of working, combining the various factors to make accurate commentary on the whole of an organisation. The team’s success in this field is best shown by their work in speech analytics, leveraging the latest AI to provide much needed insight into the operations of a call centre. Effective monitoring is essential to how these businesses operate, but manually doing this not only labourintensive but highly inefficient. Fortunately, the power of AI has now reached a point where it can do much of this work without the need for a steep financial investment or an in-house team of technicians. ICAP® is the Provana team’s speech analytics for call centre software and has already achieved great acclaim throughout the industry. Through their partnership with CallMiner, the team have been able to focus in on what they do best, providing a fresh pair of eyes to secure new levels of success. Every call is monitored by a Provana solution, with the AI systems involved capable of converting calls into machine readable transcripts that can then be analysed for further data. Calls are categorised based on keywords used throughout a conversation. This information has proven to be invaluable to many organisations, guiding the way in which they operate. These innovative solutions have transformed many call centres, increasing productivity and decreasing costs. The sophisticated nature of ICAP® means that performance metrics and compliance management can automatically be provided to managers, supervisors and agents. Thanks to the use of AI, it’s possible to work through incredibly large datasets and identify any potential trends more swiftly. The benefits can be seen through the metrics of Provana’s customers, with many seeing an increase in call volume per agent of 20%, and a reduction in customer complaints by 50%. The large dataset also means that instead of having to sift through information and reaching conclusions based on limited resources, ICAP® provides real-time feedback that allows individuals to alter their working habits as they are working to improve performance and the customer experience. Such a strong connection between the various parts of an organisation, focused purely on service to the customer, is a boon for any business. It’s not easy to turn to another organisation, especially one which is likely to play such a pivotal role in the success of your own business. Those who do trust the team at Provana find a team of highlytrained, reliable employees at a price which won’t break the bank. You only pay for the time that is needed to fulfil the work that has been requested. Sick leave, overtime and vacations are left purely to Provana to sort out. Every employee receives detailed training on the industry and standard operating procedures (SOPs) they’ll be supporting, with associates certified on the various policies they are responsible for as well. For clients, this means that the team at Provana don’t just go above and beyond, but have pushed themselves into bold new territory. It’s not just technology that makes for a successful business. It’s people, and how they use it, that creates a special environment indeed. The team at Provana have made their name on being able to leverage their technology in a host of exciting situations for the overall benefit of their clients. The team’s digital operating platform is one which offer a holistic solution, providing everyone in a company with the information that they need to make informed decisions. It’s the ability to make better decisions that has driven profits ever higher over the years. Needless to say, the service that Provana provides has put them in high demand from people around the world, and the team are constantly expanding to find new solutions that suit their specific needs. With such an impressive range of specialists driving the business forward, the Provana team are certain to continue leveraging the incredible success they have already achieved. We at Corporate Vision simply cannot wait to see what they will do next, and how it will push both Provana and their clients to the next level of the digital revolution. Company: Provana Name: Lev Lesokhin Email: [email protected]
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