Ender Turing

SaaS for Ender Turing

Ender Turing AI speech analytics helps medium and large companies to transform their customer service from a cost center to a profit center. The platform automatically analyses calls, live chats, and emails in 24 languages. Ender Turing's solution provides meaningful insights from 100% of interactions with customers in Contact Centers. Key benefits Review 100% of conversations Immediate scoring of conversations and direct feedback to agents Individual agent’s dashboard for self-training and developing essential skills Tags and triggered notifications for fast and accurate issue-solving

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Download Press Kit № 149673 SaaS for Ender Turing by Lidiia Suslova to access high-res images, essential texts, translations, and exclusive interviews—all in one.

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Ender Turing by Lidiia Suslova

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SaaS by Lidiia Suslova

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Lidiia Suslova Ender Turing

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Lidiia Suslova SaaS

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Lidiia Suslova Interview

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Ender Turing SaaS Press Releases

For Ender Turing, find press releases in a variety of languages: English.

Ender Turing SaaS Media Articles

Leverage our ready-to-publish articles on Ender Turing, offered in a range of languages: Indonesian, Hindi, French, German, Spanish, Dutch, Italian, Arabic (Standard), Japanese, Russian, Chinese (Mandarin), Portuguese, Turkish, Korean and English.

Unique Properties

A real-time dashboard allows supervisors and managers to monitor call center KPIs and agent progress with live updates. It displays metrics such as call volume, average handle time, first call resolution, customer satisfaction scores, and agent availability. This helps identify areas of improvement, detect issues, and optimize call center performance through proactive management and data-driven decision-making, leading to improved efficiency, customer satisfaction, and business outcomes.

Tags

Artificial intelligence (AI), Natural language processing (NLP), Machine learning, Text classification, Sentiment analysis, Data processing, Text summarization API, Cloud-based platform, Language modeling, Text mining, Call center, Scoring

Production Technology

We used a data-driven design approach to gather feedback for our design, which involved observing and interviewing customers of the product. All of our decisions were based on identifying user pain points and areas of frustration. As a result, we developed a product solution that eliminates most pain points for call center supervisors, increases their productivity, reduces stress and frustration, and features an intuitive UX interface covered with more than 10 language options.

Design Challenge

Experiments were done to test hypotheses and validate design decisions. We found that our users are non-technical and prefer a more prominent communication style. We avoid using complex logic constructions and heavy interface decisions. Our UX solutions are continuously simplified.

Project Duration

The project started in June 2020 in Tallinn, Estonia. The Design for the Project started at January 2022 and still developing and enhancing. Product was nominated as winner at Latitude59 pitching competition in May 2022, Tallinn, Estonia and took 2nd place at Infoshare Startup Contest where been selected among 500 startups from all over the world in October 2022, Gdansk, Poland.

Operation Flow

Our solution provides a 20-fold increase in speed for scoring calls and chats. This is made possible by automated AI pre-scoring and call center quality assurance. Using flexible filters, you can randomly select only a small number of calls and chats for quality monitoring, rather than monitoring all of them. Moreover, our system allows for flexible setup of scorecards with no limitations. This means that you will no longer need engineers or Excel sheets to modify or create new scorecards.

Research

As we maintain ongoing communication with our end users, including data center supervisors and stakeholders, we have collected data through a range of research methods, such as interviews, surveys, and observations. This has allowed us to gain valuable insights into usesr needs, preferences, and behaviors, which will inform the design of effective solutions that meet their specific requirements.

Inspiration

Call centers handle up to 1000 calls per agent per day. Measuring and analyzing this data with metrics similar to those used by humans is crucial to improve client service and call center productivity. A productive call center saves businesses revenue and promotes polite and friendly communication with customers, enhancing a business's reputation, improving customer satisfaction, and increasing their overall quality of life.

Project Overview

Ender Turing SaaS has been a Bronze winner in the Interface, Interaction and User Experience Design award category in the year 2022 organized by the prestigious A' Design Award & Competition. The Bronze A' Design Award is given to outstanding designs that showcase a high degree of creativity and practicality. It recognizes the dedication and skill of designers who produce work that stands out for its thoughtful development and innovative use of materials and technology. These designs are acknowledged for their professional execution and potential to influence industry standards positively. Winning this award highlights the designer's ability to blend form and function effectively, offering solutions that enhance people's lives and wellbeing.

Image Credits

For design images and photos please credit Lidiia Suslova.

Bronze Recognition

Lidiia Suslova was recognized with the coveted Bronze A' Design Award in 2023, a testament to excellence of their work Ender Turing SaaS.

Lidiia Suslova Press Releases

Media members, dive into our press releases on Lidiia Suslova's work, ready for you to use and enhance your journalistic content. Immediate access is granted to 1 press releases for all journalists.

Ender Turing: Revolutionizing Call Center Productivity with AI Speech Analytics

Introducing Ender Turing, a cutting-edge AI speech analytics platform designed by Lidiia Suslova to transform call center operations, improve customer satisfaction, and boost business outcomes.

Lidiia Suslova Newsroom

Discover outstanding design and award-winning initiatives in the Lidiia Suslova Newsroom.