Daisee selected by Gartner as a Cool Vendor in AI for Customer Analytics
Daisee, an Australian headquartered global A.I. software company specialising in automated quality management for customer interactions, powered by artificial intelligence and customer analytics, today announced that it has been named a Cool Vendor in the Cool Vendors: AI for Customer Analytics report by Gartner, Inc.
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 Cool Vendors in this research demonstrate varied capabilities ranging from sentiment and customer satisfaction using machine learning (ML) approaches to advanced automated scorecards and script adherence. These capabilities address a variety of obstacles facing organizations by providing 100% coverage of all calls and providing risk controls against conduct, compliance and communication issues.
Jessica Ekholm, Gartner Research Vice President, CX
The report goes on to state that COVID-19 has heightened the need to use speech analytics to support employees in various guises, whether it is to monitor and analyse contact centre agent stress, utilise it for onboarding purposes, training or to generally keep contact centre staff engaged as most have had to shift to working remotely.
The Daisee solution offers a distinct difference to solve this need - through a world-first automated digital QA scorecard that transforms customer interaction data in near-real-time into actionable insights. Use cases are vast and span from quality management and script adherence to advanced conduct risk and compliance management.
Being selected by Gartner as a Cool Vendor is a fantastic achievement and recognises the innovation behind the Daisee solution. We do not just rely on several ways to interpret and analyze the unstructured data; it is a multi-dimensional process that draws a deep understanding of interactions between companies and their customers. Our customers gain knowledge at a level and scale never possible before and use this to drive productivity and revenue generation. Our team are proud to be named a Cool Vendor by Gartner and look forward to continuing to serve our customers as the trusted partner to accurately score their customer interactions, manage agents more effectively and deliver better business and customer outcomes
Richard Kimber — Daisee Founder and CEO
Daisee’s solutions help organizations create practical business value today from day 1 with pre-trained software that is incredibly flexible and easy to deploy across any telephony system.