Daisee and Cloudwave Partner

Daisee and Cloudwave partner to provide AI-powered automated quality management to Amazon Connect and Twilio customers across Australia

Ops Team

Daisee Cloudwave Partnership

Daisee and Cloudwave are thrilled to announce the award winning Daisee solution is now available as part of Cloudwave’s ecosystem of leading CX technology solutions. This partnership brings together the technology and customer experience expertise of Cloudwave with the AI-powered automated quality management capabilities of Daisee to help organisations create value from every interaction.

Cloudwave have launched their highly customisable CCaaS solution, NEON, which is powered by Amazon Connect. Cloudwave NEON customers are now able to directly access the Daisee solution without having to leave the NEON interface. This allows users to quickly and easily understand the quality of every customer interaction, leveraging the customer data for continuous business improvement.

At Cloudwave we believe more than ever with the circumstances from COVID-19, that there is a huge need to leverage artificial intelligence and automated quality management within contact centres. Cloudwave is delighted to work with a best of breed solution like Daisee to deliver customer excellence for Amazon Connect and Twilio customers.

Michael Powrie — Managing Director of Cloudwave

Daisee has the unique ability to automatically score and rate 100% of customer interactions in near-real-time, quickly identifying issues that require human intervention. Daisee achieves this through a comprehensive, unsupervised process that leverages Artificial Intelligence and Natural Language Processing to derive Natural Language Understanding; essential to locating desirable features in interactions where similar things are said in different ways.

The world’s first Programmable Scorecard™ augments the quality management process, replacing the traditional paper scorecard with an automated, digital solution flagging critical focus areas within the media player and providing descriptive rationale as to why certain questions failed or passed. Workflow automatically triages low-scoring, high risk calls for operational personnel to review and remediate.

At Cloudwave we believe more than ever with the circumstances from COVID-19, that there is a huge need to leverage artificial intelligence and automated quality management within contact centres. Cloudwave is delighted to work with a best of breed solution like Daisee to deliver customer excellence for Amazon Connect and Twilio customers.

Richard Kimber — Founder and CEO, Daisee

Learn more about our Programmable Scorecard™

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