APIs, Metrics and Telecommunications - Customer Contact Central

Is your organisation reaping the benefits from API?

Spearline

NOVEMBER 11, 2019

"We used the Spearline API since day 1. In 2017, Forbes referred to it as “the year of the API economy” and said CIOs must create and launch new business models faster to keep their companies competitive; and APIs are the fuel helping to make this happen. How can API improve my business? Automation.

APIs

APIs Telecommunications Metrics Enterprise

Is your model good? A deep dive into Amazon SageMaker Canvas advanced metrics

AWS Machine Learning

JULY 31, 2023

It also enables you to evaluate the models using advanced metrics as if you were a data scientist. In this post, we show how a business analyst can evaluate and understand a classification churn model created with SageMaker Canvas using the Advanced metrics tab. The F1 score provides a balanced evaluation of the model’s performance.

Metrics

Metrics Engineering Accountability Telecommunications

Create a Generative AI Gateway to allow secure and compliant consumption of foundation models

AWS Machine Learning

SEPTEMBER 28, 2023

A Generative AI Gateway can help large enterprises control, standardize, and govern FM consumption from services such as Amazon Bedrock , Amazon SageMaker JumpStart , third-party model providers (such as Anthropic and their APIs), and other model providers outside of the AWS ecosystem. What is a Generative AI Gateway?

APIs

APIs Government Enterprise Engineering

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Understanding Spearline Post Dial Delay (PDD)

Spearline

DECEMBER 23, 2021

.” Bandwidth , a leading US carrier who offers communication APIs that allow companies to embed voice calling and messaging capability into their applications, says that “PDD occurs because each carrier can take a few seconds to acknowledge their ability to complete the call.”

Telecommunications

Telecommunications Call flow industry standards APIs

Securing MLflow in AWS: Fine-grained access control with AWS native services

AWS Machine Learning

MAY 8, 2023

In this post, we address these limitations by implementing the access control outside of the MLflow server and offloading authentication and authorization tasks to Amazon API Gateway , where we implement fine-grained access control mechanisms at the resource level using Identity and Access Management (IAM). Adds an IAM authorizer.

APIs

APIs Government Accountability Scripts

Technology Innovation Institute trains the state-of-the-art Falcon LLM 40B foundation model on Amazon SageMaker

AWS Machine Learning

JUNE 7, 2023

LLM training on SageMaker SageMaker is a collection of managed APIs for developing, training, tuning, and hosting machine learning (ML) models, including LLMs. TII used transient clusters provided by the SageMaker Training API to train the Falcon LLM, up to 48 ml.p4d.24xlarge 24xlarge instances, cumulating in 384 NVIDIA A100 GPUs.

Technology

Technology APIs Engineering Education

Using Voice Communication to Create Lasting Customer Impressions

aircall

JUNE 11, 2021

A Brief History of Telecommunication. 2015 — An open API (applied programming interface) technology was invented to allow software applications to sync and share data between them. Telecommunication Now. Use call center analytics to monitor your first-call resolution rate and other metrics.

voip

voip APIs Call Center Telecommunications

Model management for LoRA fine-tuned models using Llama2 and Amazon SageMaker

AWS Machine Learning

NOVEMBER 14, 2023

During fine-tuning, we integrate SageMaker Experiments Plus with the Transformers API to automatically log metrics like gradient, loss, etc. HuggingFace Transformer APIs allow users to track metrics during training tasks through Callbacks. QLoRA reduces the computational cost of fine-tuning by quantizing model weights.

Management

Management APIs Best practices Calibration

Build machine learning-ready datasets from the Amazon SageMaker offline Feature Store using the Amazon SageMaker Python SDK

AWS Machine Learning

JUNE 6, 2023

Solution overview To demonstrate the new functionality, we work with two datasets: leads and web marketing metrics. These datasets can be used to build a model that predicts if a lead will convert into a sale given marketing activities and metrics captured for that lead. The following screenshot shows an example of this data.

APIs

APIs Metrics Telecommunications Marketing

Organize your machine learning journey with Amazon SageMaker Experiments and Amazon SageMaker Pipelines

AWS Machine Learning

JULY 21, 2022

As a result, this experimentation phase can produce multiple models, each created from their own inputs (datasets, training scripts, and hyperparameters) and producing their own outputs (model artifacts and evaluation metrics). We also illustrate how you can track your pipeline workflow and generate metrics and comparison charts.

Metrics

Metrics Scripts Enterprise Telecommunications

Top 8 Mitel Alternatives & Competitors in 2023

JustCall

APRIL 5, 2023

Mitel is a Canadian telecommunications company that provides unified communications solutions for businesses of all sizes and scales. Call Recording and Analytics JustCall also provides intuitive call recording and analytics features to help you track call metrics and improve the customer service experience. if neccessary.

APIs

APIs Analytics Enterprise Feedback

How CCC Intelligent Solutions created a custom approach for hosting complex AI models using Amazon SageMaker

AWS Machine Learning

JANUARY 20, 2023

Step-by-step solution Step 1 A client makes a request to the AWS API Gateway endpoint. The Lambda function will then return a response through the API Gateway endpoint with a message that includes the prediction ID assigned to the request and the Amazon S3 pre-signed URL.

APIs

APIs Engineering Telecommunications Construction

ANI Validation: Fixing The Game of Telephone

pindrop

SEPTEMBER 26, 2021

VeriCall® Technology, delivered through an API, can receive call metadata and produce a score in under 60 milliseconds. The resulting efficiency can improve caller experience while improving the agent’s experience and their performance metrics in the process. The process does not require the caller’s active participation.

Interactive Voice Response

Interactive Voice Response Average Handle Time Self service APIs

A Comprehensive Guide to Virtual Call Center and Contact Centers

Hodusoft

MAY 10, 2024

Metrics to Measure the Performance of Your Virtual Call Center Read More Benefits Provided by Virtual Call Centers Over Traditional Call Centers Compared to traditional call and contact centers, the benefits of virtual call and contact centers are many. Consider APIs and third-party integrations available to extend functionality as needed.

virtual call center

virtual call center Call Center Contact Center call center software

Understanding Spearline PDD

Spearline

AUGUST 13, 2019

." Bandwidth, a leading US carrier who offers communication APIs that allow companies to embed voice calling and messaging capability into their applications, says that “PDD occurs because each carrier can take a few seconds to acknowledge their ability to complete the call.

Telecommunications

Telecommunications Call flow industry standards APIs

13 Call Center Best Practices That Actually Help (Pt.2)

Babelforce

MARCH 17, 2020

. #8 Define (and measure) the metrics that matter. Contact centers are among the most metric-motivated industries in the world. Choosing the right metrics is nuanced. You also need to keep an eye on customer sentiment metrics like CES, CSat and NPS. . #13 But a lot of call centers struggle to see what’s really going on.

Best practices

Best practices Call Center virtual call center Interactive Voice Response

3 Ways to Slash Abandoned Calls to Your Contact Center Now

Babelforce

APRIL 14, 2020

The basic formula for call abandonment is: It’s pretty simple as call center metrics go – but there are some variables to think about. These are the crucial ingredients: the API integration to easily move data across different systems an automation platform that lets you create complex processes in a simple way – with no coding.

Abandon Call

Abandon Call Contact Center Abandon rate Interactive Voice Response

3 Ways to Slash Abandoned Calls to Your Contact Center Now

Babelforce

APRIL 14, 2020

The basic formula for call abandonment is: It’s pretty simple as call center metrics go – but there are some variables to think about. These are the crucial ingredients: the API integration to easily move data across different systems an automation platform that lets you create complex processes in a simple way – with no coding.

Abandon Call

Abandon Call Contact Center Abandon rate Interactive Voice Response

Churn prediction using Amazon SageMaker built-in tabular algorithms LightGBM, CatBoost, TabTransformer, and AutoGluon-Tabular

AWS Machine Learning

SEPTEMBER 20, 2022

Customer churn is a problem faced by a wide range of companies, from telecommunications to banking, where customers are typically lost to competitors. After we deploy all four models, we send the full test set to each endpoint for prediction and calculate accuracy, F1, and AUC metrics for each (see code in the sample notebook ).

Scripts

Scripts Metrics Telecommunications APIs

The CX Stats Shaping Your Contact Center Services (like it or not…)

Babelforce

JUNE 11, 2020

Bad metrics are one bogeyman that contact centers still struggle with. Many metrics focus on outcomes for the contact center – basically, is it cheap, and is it fast? Those metrics don’t generally align well with positive customer outcomes. The contact center is responsible for many of them – but it’s often the weak link.

Contact Center

Contact Center Interactive Voice Response Telecommunications Feedback

Track your ML experiments end to end with Data Version Control and Amazon SageMaker Experiments

AWS Machine Learning

JULY 14, 2022

This post walks you through an example of how to track your experiments across code, data, artifacts, and metrics by using Amazon SageMaker Experiments in conjunction with Data Version Control (DVC). In each individual experiment, we track input and output artifacts, code, and metrics using SageMaker Experiments. SageMaker Experiments.

Scripts

Scripts Engineering Metrics APIs

The Benefits of Using a VoIP Provider for Your Business

aircall

AUGUST 13, 2021

In a nutshell, it’s a telecommunications technology that allows the transmission of voice signals across an IP-based network such as LAN, WAN, and even Wi-Fi. Customizable VoIP packages (including custom API development). Virtually unlimited webhooks and APIs for third-party integrations. What Is VoIP? Excellent call quality.

voip

voip Interactive Voice Response APIs Call Center

Text classification for online conversations with machine learning on AWS

AWS Machine Learning

JUNE 29, 2022

Online conversations are ubiquitous in modern life, spanning industries from video games to telecommunications. This necessitates the requirement for a fully managed service that can be integrated into applications using API calls without the need for extensive machine learning (ML) expertise.

Metrics

Metrics Telecommunications APIs Benchmark

What is Computer Telephony Integration CTI for Contact Centers?

NobelBiz

APRIL 21, 2022

CTI or Computer Telephony Integration is a technology that was developed in response to the need for companies to connect their telecommunications networks with their computers. CTI server: A communication system that includes a CTI API. This software is found on most of the major telecommunications company websites today.

Contact Center

Contact Center Interactive Voice Response CRM Call Center

Better FCR? 5 Call Center Solutions to Help Callers, First Time!

Babelforce

APRIL 30, 2020

How can we improve our service with this metric in mind? Read ‘ How do APIs enhance Contact Center Services ’.). appeared first on babelforce | Global Integration Platform for Telecommunications. But if your single-issue calls go down…. your FCR rate goes down too! Here’s are 5 ways to deal with them. The post Better FCR?

call center solutions

call center solutions Call Center Interactive Voice Response Contact Center

Better FCR? 5 Call Center Solutions to Help Callers, First Time!

Babelforce

APRIL 30, 2020

How can we improve our service with this metric in mind? Read ‘ How do APIs enhance Contact Center Services ’.). appeared first on babelforce | Global Integration Platform for Telecommunications. But if your single-issue calls go down…. your FCR rate goes down too! Here’s are 5 ways to deal with them. The post Better FCR?

call center solutions

call center solutions Call Center Interactive Voice Response Contact Center

Babelforce - Untitled Article

Babelforce

APRIL 30, 2020

How can we improve our service with this metric in mind? Read ‘ How do APIs enhance Contact Center Services ’.) . The post appeared first on babelforce | Global Integration Platform for Telecommunications. But if your single-issue calls go down…. your FCR rate goes down too! Here’s are 5 ways to deal with them.

call center solutions

call center solutions Interactive Voice Response Contact Center Call Center

3 Ways to Slash Abandoned Calls to Your Contact Center Now

Babelforce

APRIL 14, 2020

The basic formula for call abandonment is: It’s pretty simple as call center metrics go – but there are some variables to think about. These are the crucial ingredients: the API integration to easily move data across different systems an automation platform that lets you create complex processes in a simple way – with no coding.

Abandon Call

Abandon Call Contact Center Abandon rate Interactive Voice Response

What is a good Net Retention Rate in SaaS?

CustomerSuccessBox

FEBRUARY 28, 2022

Which is the key customer retention metrics to track?- Although it is a company providing telecommunication services it takes real charges and has managed to keep its margins high as a software company of about 52% at $2B in ARR. The metric to look at is, how much percentage of the customers has your customer’s been growing quarterly.

SaaS

SaaS Best practices Enterprise Customer retention

Customer Contact Central

Is your organisation reaping the benefits from API?