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Technology

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Transformative customer experience technology

Our innovative technologies support customer service agents and deliver world-class customer experience management.

The importance of Technology

Technology has pervaded our lives in ways we can’t even imagine. Right from searching for information, making work productive, to making purchase decisions, a lot of aspects in our life in governed by technology.
This has led to a rise in the number of technology companies. Tech companies are plenty, and so is the competition. How do you plan to stay ahead and gain a competitive edge?

The Changing Face of Technology

  • At Creative Folks, we enable you to deliver your content in a way your customers want to consume it. We use the latest cutting edge technologies to do this. And we have the expertise to recommend and implement the best platforms to reach your audience and promote your brand.
  • Your challenges are to deliver useful information and added value, and maximising your brand is key. We help you overcome these challenges by handling the content technology for you, so you can focus on what you do best: creating the content. We help you do this by using the latest innovations in multi-channel publishing, digital asset management, digital publishing, and creative & automation software.

Proprietary speech recognition models are trained using domain data and tailored to call-center environments.

Progressively improves the way it serves agents and provides critical insights regarding how agents are performing.

Serves as if it’s sitting next to the agent, intervening only when necessary to improve the speed, quality, or process compliance of a call.

Aigent

Aigent was incubated at Ubiquity based on the realization that so much of the SaaS technology available for CX was off-the-shelf and focused only on the lowest common denominator needs of self-service—not for truly customized exceptional experiences. Now its own company, Aigent continues to evolve its AI technology platform to focus on better outcomes for agents and customers alike.

Technology

In Call IVR

Our Interactive Voice Response (IVR) CX technology solution is custom-designed to meet your business needs and KPIs. The 24/7 automated IVR call center solution provides optimized self-service to improve containment and specialized call routing that matches customers to the right agents. Customer service agents have more context about a customer’s journey and intentions to determine the best outcome faster, increasing first call resolution, reducing operational costs, and streamlining information for more efficient service

Digital Marketing

  • Key Features

    • Built upon the Avaya Experience Portal platform
    • Offers a high level of redundancy at both the server and the data center level
    • Provides a wide variety of IVR templates based on industry-best practices using the VoiceXML 2.1 standards
    • Leverages pre-built API integrations with a large number of service providers
    • Offers text-to-speech capabilities in 73 different languages and professional voice talent to record IVR prompts and messages
Aigent AI guidance

Aigent artificial intelligence software listens to live calls and provides real-time guidance and course correction, reducing handling time while improving compliance and caller satisfaction. This helps callers get what they need more quickly and effectively, saving you time and money.

01

Real-time coach

All the Lorem Ipsum generators on the Internet tend to repeat as predefined chunks necessary to making this first true.
02

Process genie

Complex programs, terms or features are no match for Aigent. The unlimited, cloud-based scenario library and built-in knowledge database can instantaneously sift through dozens or even hundreds of options. That means agents of any experience level can support myriad programs or unique brands as if each one were their specialty.
03

Call monitor

Detecting trigger words and sentiments likely to lead to complaints, the AI technology platform immediately provides tips for disarming the situation or routing the call to the appropriate team before it’s too late.
04

Transcription IQ

Data analytics just got easier. Automatic call transcription into a searchable database (without sensitive data) makes quality assurance and compliance audits much more efficient, accurate, and actionable.

Artificial Intelligence (AI)

AR/VR

Custom software development

Big Data, Analytics, Business Intelligence

Enterprise app development

Mobility and digital transformation

Multi-Channel Publishing

we were the first in Australia to perform an installation of WoodWing’s state of the art publishing platform. Today, we are leaders in helping our clients collaborate and publish on multiple channels to reach as many potential customers as possible

Digital Publishing:

we spearheaded Digital Publishing by helping clients to publish leading iPad apps such as Donna Hay, Men’s Health, Sun Herald and many more of Australia’s leading magazine titles. We continue to bring mobile and Multi-Channel digital publishing workflows to the market because we’re inspired and excited by harnessing new technologies to make life easier for our clients.

Digital Asset Management

Organising and storing rich media, content, technical data and confidential information is complex but we make it simple. Since 1994 we have been implementing systems and are certified as Elvis DAM – Diamond Partner and Canto Cumulus Systems Integrator

Creative & Automation Software

Creative Folks have been providing time-saving Creative and Automation software solutions such as HeliosUB, Enfocus PitStop & Switch, Axaio MadetoPrint and Adobe InDesign Server for over a decade. For our creative clients we are also Adobe Creative Cloud resellers as well as, Apple professional software, the WoodWing range of ‘Smart’ plugins and many other third party applications.