We have had a few requests to improve how a statistics vibe can look at data. The original method takes a rolling view of data based around the current time.
When you create a Vibe which shows the last weeks worth of abandoned you end up with a chart where the end time is now and the graph charts data going back a week.
Some user like this, for others it can be a little confusing. Read more.
When handling a number of agents who take inbound calls into a call centre there is a requirement to ensure that the whole team is supporting each other. We have other Vibes which can report on items such as how much time a phone has been connected for the day. But the new lazy agent is a live view of how long a phone has been idle for (how long since it was last on a call). Read more.
We are pleased to announce our release of our speech detection feature. For more information have a read of our doc on the subject.
Currently this feature can be used to transcribe voicemails - to speed up the processing of voicemail and in simple auto attendants.
Watch this space, as we to intend to extend this feature so that it can be used in other areas, such as Baaxml application or EMIS IVR. Read more.
An important update you should be aware of.
We have added Google to the list of sub processors in our privacy statement. This is because we have added speech detection to our feature list and we use Google AI to enable this feature. Read more.
We have just released our latest installer for babblevoice Desktop for Windows. It can be found at https://www.babblevoice.com/files. Existing installs will attempt to update if they have permission to do so.
So, what’s new?
Automation This is the official release which supports automation. Use Lua to create Workflows to improve call handling in your business.
EMIS automation The default script we include is an example which integrates with EMIS Web from EMIS Health. Read more.
Every so often I get the chance to sit in front of users who try and click their way around my software. It is only then do I realise the amount of pain I have inflicted upon my users! (Of course this was never my intention).
As part of my research I have come up with some nice tweaks which hopefully will help with making our users working lives just a little bit easier. Read more.
So this comes up every so often. “Why do you use Google to log in?”, “What data do you send to them” and “Why can’t you just use a normal user name and password like everyone else”.
Data Just by logging in via Google, we do not send them any data out of babblevoice. Think of Google as the passport service to babblevoice. You identify yourself to Google (using an email address and password) and Google says to us ‘yes - that’s Bob’. Read more.
How many times have you called a company and before you can get through to speak with someone, you have to enter your account details, go through a long list of options only to get through to an agent who doesn’t know who you are or anything about the options you selected on the way in.
Telephony integration is tricky. TAPI was introduced by Intel and Microsoft in 1993 but never gained much traction (most phone system manufacturers implemented their bit but most contact software vendors did not - in fact Microsoft themselves did quite a poor job in Outlook). Read more.
Sometimes the simpler ideas are the good ones.
We have been asked a few times now, how do I update my records (patient with a new phone number, for example) when it doesn’t screen pop the patient.
The new number isn’t in your system (EMIS) so babblevoice Desktop cannot look up your caller. With the best will in the world you now have to look up the patients details.
Now, when you find the correct patient, edit their details, simply ctrl-v in the phone number field as we automatically copy the caller id from the phone call you just took. Read more.
Introduction You may have noticed Polycom, our preferred phone manufacturer, has discontinued the original model (SoundPoint) with a new one (VVX).
It seems like a good time to discuss upgrading users of SoundPoint phones as well as a good strategy to replace phones.
Gone are the days when you purchased your phones and phone system together. Take out a large lease plan to pay for it all etc. Now the only items you need to own are the phones on your desk - and these have become almost a throw away item. Read more.