©2019 by Open Lake Technology

OUR OFFER FOR THE CONTACT CENTER SECTOR

QUALITY PROCESS AUTOMATION

Our "Quality Process Automation" services allows you to automate many time-consuming daily tasks. For example, we propose to validate the capture of all communications, the analysis of audio quality and the control of the rules of ethics and training of the company.

We also offer voice-to-text exchanges transcription and automatic keyword detection. Our robot analyzes in real time the exchanges in order to verify your level of quality of service.

 

Finally, we aggregate mail, chat and transcription data in a single database that allows you to perform centralized searches on all means of communication.

 

Our solution propose to:

 

  • Validate the correct capture of interactions 

  • Show record losses 

  • Validate compliance of technological resources with the regulator 

  • Customize reports according to your needs 

  • Validate compliance of interactions 

  • Validate the list of registered users 

  • Send detailed alarms for compliance
    Send consolidated real-time reports for compliance

  • Customize problem detection 

  • Alert the right resource in real time 

  • Identify and communicate to the supervisor the lack of conformity

  • Benefit from a central multi-DB personal data search tool for the GDPR (Option)

 

Our solution offers the following advantages:

 

  • Greater responsiveness: Involve the right resources at the right time 

  • Automation of alerts: Send alarms in real time 

  • Increased Compliance: Identify and quickly understand anomalies 

  • Limit your responsibility: Identify and trace interactions 

  • Analytics and reprocessing: One tool for all your needs 

  • Flexible and easy to install: Virtual or light physical solution

IT OPERATIONAL INTELLIGENCE

Our "Operational Intelligence" services allows you to automate several time-consuming tasks.

We propose to validate the proper functioning of your communication and compliance environment.

We analyze in real time the functioning of your resources in order to immediately report hardware and software defects.

Our solution allows among others:     

  • Validate the proper functioning of hardware or virtualized technology resources     

  • Validate the proper functioning of the operating systems     

  • Validate the proper functioning of application services (Windows ...)     

  • Validate the operation of the archiving service (internal / external)     

  • Summarize active issues on a single dashboard     

  • Send detailed alarms for IT
    Send consolidated real-time reports for IT

  • Customize problem detection     

  • Alert the right resource in real time     

  • Look for the main cause in case of anomaly

 

Our solution offers the following advantages:

  • Agnostic tool without impact on your data     

  • Greater responsiveness: Involve the right resources at the right time     

  • Automation of alerts: Send alarms in real time     

  • Increased Compliance: Identify and quickly understand anomalies     

  • Optimize skills: Automate & free up time for your teams     

  • Limit your responsibility: Identify and trace interactions     

  • Flexible and easy to install: Virtual or light physical solution

BUSINESS PROCESS IMPROVEMENT

Our "Business Process Improvement" services allows you to obtain a global vision of all your communications.

 

Our range of reports will allow you to optimize the exchanges of your teams and increase the level of quality of the interactions.

 

Our solution allows among others:     

  • Understand interactions on all channels     

  • Understand the use of communication channels     

  • Understand the distribution of calls     

  • Understand the use of telecom resources     

  • Detect inactive users     

  • Send detailed alarms for Business
    Send consolidated real-time reports for Business

  • Customize problem detection     

  • Alert the right resource in real time     

  • Look for the main cause in case of a problem

 

Our solution offers the following advantages:     

  • Optimize exchanges: Finely analyze customer interaction channels     

  • Increased vision: Get a transverse and global vision of the activity     

  • Reduce costs: Better understanding of your uses     

  • Create opportunities: Increased knowledge of your customers     

  • Greater responsiveness: Involve the right resources at the right time     

  • Automation of alerts: Send alarms in real time