DECEMBER 2020CIOAPPLICATIONSEUROPE.COM 19Our solutions have the ability to seamlessly integrate with our client's telecommunications infrastructure and are built with a deep understanding of industry trends and the most pressing customer requirementsAlternatively, Collab has developed unique offerings such as its OneContact Gamification and Workforce Optimization solutions to enhance the engagement and collaboration of agents within contact centers. And while the company's gamification is used by its largest customers to garner increased agent motivation and customer engagement, Collab's workforce optimization is combined with advanced speech analytics to provide a guided call monitoring. "Instead of randomly listening to 10 percent of all recordings, we scan all interactions and categorise them on certain KPIs (sentiment, keywords, and others) to help the supervisor detect problematic instances," adds Quintas. Collab's algorithms play a vital role in its guided call monitoring as it automatically notifies managers to trigger words or sentiments, allowing the timely transference of calls to specialised agents that handle complicated customer interactions.At the heart of Collab's portfolio is its Nubitalk Contact Center as a Service (CCaaS), which can be deployed like a public or partner cloud environment for clients that have high call volumes. "Nubitalk enables businesses to configure their contact center deployments and easily move them from public to private cloud or vice-versa within 30 minutes," extols Quintas. This feature is a huge value-addition for Collab's larger clients who may have to move their telecommunications infrastructure to other countries due to regulatory mandates and geopolitical tensions. With such unmatched capabilities, Nubitalk has helped Collab ignite several success stories with leading Telcos like SFR in France and Lumen Technologies in Latin America, among several others.Further highlighting the benefits of Collab's portfolio is its success story with the Vodafone Group. In this instance, the telecommunication company was planning to transition their legacy infrastructure to a more sophisticated network with an aim to enhance their internal operations and customer service. Initially relying on the traditional Genesee Technologies' telecom offerings, the client struggled to manage agents and service quality due to the high number of outsourced call centers. With Collab, Vodafone Group was able to manage all their contact centers from a single system that leveraged the same KPIs, recording analysis, and quality monitoring, thereby driving unparalleled cost optimisation in their operations. Moreover, the client was able to explore new business models in contracting outsourced operations as they could ensure that the level of service they offered were guaranteed to be impeccable.Looking ahead, Collab plans to engage and collaborate with newer partners, which will facilitate the delivery of its solutions to newer regions and bring in more innovative and mature customers under its footprint. "We look forward to signing new partners because our vision is to reach a level where our customers drive innovations in our portfolio and bring benefits to us," concludes Quintas.
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