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NICOSIA, Cyprus, Feb. 2, 2023 /PRNewswire/ -- CYENS Center of Excellence delivered the first phase of Call Quality Analysis (CQA) and Caller Voice Verification (CVV) projects to NICOSIA Call Center Cyta. CQA is an automated machine learning assessment tool to qualitatively assess the conversation between a customer and a call center employee using a variety of metrics, including the customer's emotional state at the beginning and end of the call. CVV is a voice verification software that enables an automated, accurate and fast customer verification process.
The CYENS Center of Excellence and Cyta have renewed their collaboration by signing a new multi-year contract to continue implementing the technology developed at CYENS into Cyta's operational processes. The new collaboration begins with training the machine learning model behind CQA and CVV on large volumes of real-use data.
Using the digital tools that CYENS has created for Cyta, your call center agents can automatically verify the customer's identity during the call and assess the quality of the response to their request. Consequently, and based on these evaluations, Cyta can now improve its call center processes and offer a better customer experience.
Dr Olga Shvarova, Chief Innovation Officer at CYENS, said: "We are delighted to be able to assist one of the most innovative public companies in Cyprus in its attempts to capitalize on the digital change and new tools emerging in the telecommunications and associated public service areas. We are expanding our collaboration with Cyta this year and intend to continue to do so as long as both organizations are in business."
The Cyprus Telecommunications Authority (Cyta) is the main telecommunications provider in Cyprus. Its product portfolio covers the entire spectrum of electronic communications, from fixed and mobile telephony to the provision of Internet services and broadband applications. Cyta is particularly active in the area of international submarine fiber optic cables, providing wholesale products and services globally, and has established Cyprus as a regional telecommunication hub in the Eastern Mediterranean.
The CYENS Center of Excellence is a joint venture of three public universities in Cyprus: the University of Cyprus, the Cyprus University of Technology and the Open University of Cyprus, the Municipality of Nicosia, and two renowned international partners, the Max Planck Institute for Computer Science, Germany, and University College London, UK. CYENS is funded by Horizon 2020 of the EU and the Government of the Republic of Cyprus. For more information, visit https://www.cyens.org.cy/
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