The PRWIRE Press Releases https:// 2020-09-16T07:03:31Z Daisee named by Gartner as a Cool Vendor in AI for Customer Analytics 2020-09-16T07:03:31Z daisee-named-by-gartner-as-a-cool-vendor-in-ai-for-customer-analytics Sydney, Australian., Sept 10, 2020 -- Daisee, an Australian headquartered global A.I. software company specializing 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 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.  “We believe being named by Gartner in Cool Vendor in AI for Customer Analytics 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" said Richard Kimber, Founder and CEO of Daisee. "Our team are proud to be named a Cool Vendor in Cool Vendor in AI for Customer Analytics 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".  Daisee’s solutions help organizations create practical business value from day one with pre-trained software that is incredibly flexible and easy to deploy across any telephony system.  Source : Gartner, Cool Vendors: AI for Customer Analytics, Jessica Ekholm et al., 4 September 2020  For more information, please contact:  Harrison Deck, Sales Director, Daisee on +61-(0)404 697 151 or harrison.deck@daisee.com  Gartner Disclaimer: Gartner does not endorse any vendor, product or service depicted in its research publications and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's Research & Advisory organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.  About Daisee  Daisee builds technology that empowers people.  Daisee provides world-leading automated quality management of customer interactions, powered by artificial intelligence, speech and text analytics. Enabling you to see far beyond words alone, surfacing the underlying emotion hidden deep within your customer interactions – what your customers are really saying, thinking, and feeling. Daisee helps people solve problems by making interactions simple and smart so they can have a more significant impact, be more productive, and be better at what they do.   Founded in 2017, Daisee operates globally in Australia, USA, and New Zealand.   www.daisee.com  Daisee and Cloudwave partner to provide AI-powered automated quality management to Amazon Connect and Twilio customers across Australia 2020-09-15T06:37:36Z daisee-and-cloudwave-partner-to-provide-ai-powered-automated-quality-management-to-amazon-connect-and-twilio-customers-across-australia Sydney, Australia, September 17, 2020 - 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” said Michael Powrie, Managing Director of Cloudwave. “Cloudwave is delighted to work with a best of breed solution like Daisee to deliver customer excellence for Amazon Connect and Twilio customers.”    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.   “Daisee’s solution is purpose built to enable organisations to quickly identify compliance and quality issues on customer interactions gaining knowledge and insights that enable better business outcomes. We are excited to partner with the expertise of Cloudwave to bring our solution to more customers across Australian and New Zealand” said Richard Kimber, Founder & CEO, Daisee.    For more information, please contact: Harrison Deck (Sales Director ANZ) at Daisee on +61-(0)404 697 151 or harrison.deck@daisee.com and  Glendon Evarts (Enterprise Account Director) at Cloudwave on +61-(0) 481 674 586 or glendon.evarts@cloudwave.com.au. About Daisee    Daisee builds technology that empowers people. Daisee is an Australian headquartered global A.I software company that specialises in the provision of automated quality management for customer interactions, powered by artificial intelligence, speech and text analytics.  Daisee has the unique ability to automatically score and rate 100% of customer interactions 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. This is essential to locating desirable features in interactions where similar things are said in different ways. The applications are vast, and span from quality assurance through to sophisticated conduct risk and compliance management. Proudly Australian owned and operated, founded in 2017. Globally Daisee operates in Australia, New Zealand and the USA. www.daisee.com About Cloudwave   Cloudwave is a highly specialised, Sydney-based cloud contact centre integration company with enterprise clients across Asia Pacific.    CloudWave was born out of the market need for innovative, leading edge engineering in the new generation of Cloud technology. We specialise on the contact centre & all ancillary services including telco, network, security, Unified Communications, Work Force Management, Quality Management, Voice & Screen recording, Analytics & even resourcing. Our end-to-end methodology begins with a thorough, documented business requirements workshop. Services include backend architecture through to bespoke tailored desktop & mobile application design & delivery - all with focus on cost reduction, simplification of management, integration with relevant business tools & tailoring of interface. Ultimately delivering a world class best-practise contact centre & customer experience.  www.cloudwave.com.au  Unity4 and Daisee partner to provide automated quality management for customer interactions 2020-08-26T03:41:11Z unity4-and-daisee-partner-to-provide-automated-quality-management-for-customer-interactions-1 Unity4 and Daisee are excited to announce a direct partnership that combines Unity4’s advanced cloud contact centre solution and experience in the work from home model with Daisee’s Automated Quality Management solution for customer interactions, powered by artificial intelligence, speech and text analytics.   The service allows organisations to quickly understand the quality of every customer interaction across three core pillars Communication Conduct and Compliance There has been a steady increase in the demand for automated Quality and Compliance analysis, however, the seismic changes due to COVID-19 have required a focus on customers and employees alike. Working from home brings a host of unique challenges that Unity4, a pioneer with 20 years of experience, leverage to rollout the Daisee Quality Management solution.   Understanding the impact COVID has on customers and employees is crucial to enable businesses to react and offer support immediately. The ability to have 100% coverage of all customer interactions leaves no stone unturned ensuring peace of mind and a rich dataset from which to make decisions.  “Unity4 work closely with the innovators in emerging technologies and view Speech and Text Analytics and Artificial Intelligence as pivotal in unlocking data to maximise customer interactions and aid in the management of staff. Daisee is a thought leader and dynamic player in this space. Combined with an easy to consume and use model, our decision to partner was a no-brainer. Customers are getting value from day one, it is exciting times. Take the challenge and give it a try you won’t regret it.” Craig Boorman, Managing Director of Unity4 Contact Centre Technology.   Daisee ingests conversational media into its patent-pending Semantic Engine, utilising a comprehensive combination of Artificial Intelligence (AI) and Natural Language Processing (NLP) to derive Natural Language Understanding (NLU). Daisee’s machine-read comprehension of the underlying context of a communication is far superior in focus than traditional speech and text analytics that use a simple word-match and counting approach. The software groups language based on meaning which is essential to locating desirable features in interactions where similar things are said in different ways. Once the interaction data is analysed, enriched and provided with a quality score, workflows triage low-scoring, high risk interactions for operational personnel to review and remediate. This end-to-end process is automatic.  The world’s first Programmable Scorecard™ augments the quality control process, replacing the traditional paper scorecard with an automated, digital one, flagging critical focus areas within the interaction and providing descriptive rationale as to why certain elements failed or passed. Users can review and proactively remediate issues before they escalate.  “Daisee has a unique approach to improving quality by identifying the critical areas of friction that result in complaints and the loss of valuable customers. Daisee’s solution ingests the data from cloud communications, so partnering with a pioneer of WFH solutions was a natural decision. We are excited to partner with Unity4 to bring our solution seamlessly to more customers across Australia, New Zealand, Canada and the United Kingdom” Richard Kimber, Founder & CEO, Daisee.  For more information, please contact: Harrison Deck (Sales Director ANZ) at Daisee on +61-(0) 404 697 151 | harrison.deck@daisee.com or Tracey Boak (Sales Director) at Unity4 on +61-(0) 412 668 251 | tracey.boak@unity4.com.    About Daisee Daisee builds technology that empowers people.  Daisee provides automated quality management of customer interactions, powered by artificial intelligence, speech and text analytics. Enabling you to see far beyond words alone, surfacing the underlying emotion hidden deep within your customer interactions – what your customers are really saying, thinking, and feeling. Daisee helps people solve problems by making interactions simple and smart so they can have a more significant impact, be more productive, and be better at what they do. www.daisee.com  About Unity4 Unity4 provides advanced contact centre capabilities, from technology to people, at home or in the office, powered by the cloud, driven by innovation. Proudly Australian Owned and operated, founded in 2000. Globally Unity4 operates in Australia, Canada, New Zealand and the United Kingdom. Our Technology platform RapportCMS was designed around remote (home-based) agents.  And continues as one of the largest 100% at-home agent contact centres in the world, as well as a leading provider of end-to end cloud-based call centre technology.  Unity4 - We deliver Good Conversations  The core difference between Unity4 and our competitors is that we recognise that what happens after the agent says “hello” is of equal importance to what happens before. We focus on the intersection between telephony, interaction management and the people who handle the interaction. This approach ensures that we make ‘human technology’ designed by and for contact centre practitioners. We live and breathe contact centres and are passionate about the possibilities they offer. www.unity4.com GSN and Daisee partner to provide AI-powered automated quality management to improve customer experience 2020-08-06T03:33:53Z gsn-and-daisee-partner-to-provide-ai-powered-automated-quality-management-to-improve-customer-experience GSN and Daisee are excited to announce the award winning Daisee solution is now available as part of GSN’s ecosystem of pioneering cloud contact centre solutions.  This partnership brings together the contact centre expertise of GSN with the advanced AI powered customer interaction quality management capabilities of Daisee to help organisations create value in every interaction.   The direct partnership between GSN’s leading cloud contact centre solution and Daisee’s AI powered speech and sentiment Analytics allows companies to quickly understand the quality of every customer interaction across three core pillars – communication, conduct and compliance as well as leverage the customer data for continuous business improvement.  “I am extremely excited to announce that Daisee’s award winning solution is now part of the GSN portfolio of leading customer engagement solutions.  We believe Daisee sets a new standard in understanding the quality of every customer interaction within a contact centre environment.  It is a perfect fit for our customers” said Richard Fink, CEO of GSN.   Daisee analyses every single voice interaction using its patent-pending proprietary sentiment engine. The world’s first Programmable Scorecard™ augments the quality management process, replacing the traditional paper scorecard with an automated, digital one, 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.  “Daisee’s solution is purpose built to enable organisations to quickly identify compliance and quality issues on customer interactions gaining knowledge and insights that enable better business outcomes. We are excited to partner with the expertise of GSN to bring our solution to more customers across Australian and New Zealand” said Richard Kimber, Founder & CEO, Daisee.  For more information, please contact Harrison Deck (Sales Director ANZ) at Daisee on +61-(0)404 697 151 or Tim Noll (Enterprise Architect) at GSN on +61-(0)437 287 531.  About GSN GSN is an Australian owned customer engagement solutions provider and a pioneer in Cloud and SaaS technologies since 2003. GSN delivers innovative customer engagement solutions with data and insights, service design, and development expertise to create value in every customer interaction. www.gsn.com.au  About Daisee Daisee builds technology that empowers people.  Daisee provides customer interaction quality management, powered by proprietary AI-driven speech and sentiment analytics. Enabling you to see far beyond words alone, surfacing the underlying emotion hidden deep within your calls – what your customers are really saying, thinking and feeling. Daisee helps people solve problems by making interactions simple and smart so they can have a more significant impact, be more productive, and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better. www.daisee.com