Your Call Is Important: AI-Based Analytics Come to the Call Center
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telecom veteran who sold his last company, Reallinx, to GTT last September. Cowlishaw says the idea for AmplifAI came to Minter during work he did for an outsourcing company with 10,000 employees across the globe. “Money was poured into the hiring of outside consultants to rush on scene and put out fires for low-performing sites,” Cowlishaw says. That work, however, would “waste away” because those practices weren’t embedded as part of managerial responsibilities.
Cowlishaw says Minter has bootstrapped the company so far, but may look to outside funding once the company decides to expand into other markets like healthcare—in particular, nursing. “All we really need is a large amount of employees with very measurable day-to-day business processes,” he says.
—Scott Walker, founder and CEO of EthosIQ in Houston, says he first began to see the gap in this market while working in sales for call center software developer Genesys in the early 2000s. Call centers use different technologies—software for e-mail, chat, time clocks, voice calls, backend processes, and others—and each of them didn’t talk to each other. “There was a gap because the manufacturers refused to communicate with each other,” he says.
That meant valuable insights were being lost, Walker adds.
So, he says he moved to Houston and in 2009 started EthosIQ in his garage, developing software that can bridge these siloed technologies. EthosIQ also presents its data in a dashboard that can be customized by the user’s needs. “We take big data and slice it up so it’s digestible and manageable so you can gain quick insight,” Walker says.
Even the seemingly smallest insights can result in significant productivity gains, he explains. He cites a customer that ran a call center with 1,900 agents. A review of Kronos—software that records when employees clock in (and out) for work—and a different software through which they log into their computers showed it took employees an average of 27 minutes before they were taking calls.
“They were able to change their HR policy within 30 days once they discovered how much leakage they had,” Walker says.
EthosIQs’ call center customers are in a variety of industries such as telecom, local government, and streaming media. Each one receives a customized dashboard through which myriad metrics can be viewed and analyzed as desired. EthosIQ charges $500 per data source plus $1.25 per call agent per month; Walker says the typical contract is for three years.
Walker says EthosIQ is profitable and that he also decided to bootstrap his business and has not taken any outside venture money.