Contact centre services provider Communications Australia has been nominated as channel partner by hosted contact centre systems provider Interactive Intelligence. It has been announced that the partnership will yield a product for Australian businesses that will collate public social media information to better enable them to deal with customer complaints and enquiries.
“Technology and organisations are always looking at ways they can best use that information to benefit their companies. The challenge is that it’s a massive job to be able to capture that information and do something with it,” said Mario Vecchio, CEO of Communications Australia.
The product is based on Cogility Studio, an information processing software that was developed over a period of seven years by the U.S. military for the purpose of collating public information about individuals to determine their threat level.
“The basis of what it’s implemented to do is to understand pieces of information from military field operations, and join the dots in a contextual way to say whether the information can be pieced together to come to a conclusion,” explained Vecchio.
“What we’ve got through our partner Cogility Software is a platform that’s going to be able to take the streams that Interactive Intelligence can capture in a call-centre, and start to time and place it, contextualise it, and automate it from a call-center company perspective, to be able to answer people’s issues and deal with their issues or problems, or support them further in what they’re trying to achieve,” said Vecchio.
“The other piece that the social engine is going to do is that it will time and place things,” he continued. “Where are they, and when was it? If you had a problem with a particular product or service a year ago, that problem may have been solved 12 months later, but your information is a year old.”
Vecchio was quick to point out that the technology behind the new product is not identical to that used by the U.S. military, but instead was modeled on that software and is relevantly similar.
“We’re taking a component of that software, and we’re rolling it out for social infrastructures. From our understanding, there’s nothing else out there that can take that next step to help co-ordinate the process for organisations.”
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