DAISEE EMPOWERS DISTRIBUTED WORKFORCES WITH ARTIFICAL INTELLIGENCE TO DO GREAT BUSINESS DESPITE INTERNATIONAL HEALTH CONCERNS
16 March 2020 Daisee, a Sydney-based software company, empowers businesses around Australia to maintain call centre activity and accurately monitor compliance as well as quality assurance during the international outbreak of the novel coronavirus (COVID-19). COVID-19 has initiated more than 120,000 confirmed cases globally and has caused several organisations to create and maintain distributed and remote workforces away from public transport and facilities.
Several schools and businesses around Australia shut down recently, closing building access and creating mobile workforces. This affects industries such as financial services, insurance, medical and energy to manage alternative means of monitoring work and staying connected.
Daisee’s speech analytics platform is driven by A.I. to listen to 100% of calls and identify areas of exposure to misconduct, remain compliant and drive great customer outcomes. As call centre employees are now asked to work remotely, it is more significant than ever to monitor all calls for compliance purposes and to assuage feelings of panic and concern around a serious health issue affecting many countries including USA, Italy, France, Iran, Australia and China. Daisee asserts that a remote workforce needs quality management middleware in order to connect all workers whether on soft phones, desktop and mobiles to reach customers.
“Large organisations, as well as small ones, are confronting the future of work today and using technology to empower workers. This can allow us to embrace challenges in order to uplift the economy, strategise appropriately and ensure our workforce have the tools they need to drive productivity,” says Richard Kimber, CEO at Daisee. “Our A.I. software is just one of the many ways technology can help companies in their ‘learning culture,’ embrace the virtual world, delight customers and be connected regardless of where they are located.”
Businesses need to manage unstructured data including voice data and other customer channels. Daisee allows distributed call centre workforces to manage workflows, unite teams, stay connected and continue to drive business-as-usual. Compliance concerns in financial services are a key area of driving best practices on sales/service teams. Daisee enables companies to build knowledge around their clients by analysing sentiment, recognising potential for misconduct and identifying professionalism on voice data.
BizCover is a leading business insurance service for Australian SMEs. BizCover offers SMEs the ability to compare quotes and buy insurance from some of Australia’s leading insurers, either online or through their call centre. BizCover is committed to providing an exceptional customer experience and to help deliver on this commitment BizCover has a rigorous quality assurance and compliance process for their sales calls and works with Daisee to monitor calls involving all their sales agents.
“Technology is essential for our employees’ productivity and for driving successful customer interactions,” states Michael Gottlieb, Managing Director. “BizCover has flexible working arrangements with some employees working remotely and is prepared for the whole business to work remotely if required. If we do have to have the whole business working from home, the use of Daisee’s speech analytics software will enable us to seamlessly maintain complete coverage of sales calls and allow our QA agents to continue to review calls efficiently and effectively.”
Employer policies in Australia recommend employees stay at home if they come down with acute respiratory illness or until they are free of fever for at least 24 hours. There are 80 confirmed cases in the country and three deaths as a result of COVID-19 confirmed in Australia.
BizCover is Australia’s largest online business insurance service for Australian SMEs, allowing them to compare quotes and buy insurance. BizCover has over 100,000 SME customers and has sold over 550,000 Business Insurance policies– including Public Liability, Professional Indemnity and Business Packs, from a panel of leading Australian insurers (including QBE, AIG, Hollard, Vero, Berkley & Certain Underwriters at Lloyds of London).
Daisee is an A.I. software company that runs speech analytics across voice data at scale. The first-born product, Lisa, facilitates “hearing between the lines” to provide great customer outcomes in customer experience and compliance. Lisa is next-generation speech and sentiment analytics software. It enables you to see far beyond words alone and show you the underlying emotions hidden deep within your calls. Daisee operates in the USA and Australia.