Rocbird

BACKGROUND

Please describe your company and position.

I am the CEO of Devlights

Describe what your company does in a single sentence.

We build remote teams with Staff Augmentation and Custom Software Development services

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Rocbird to accomplish?

• Improve the efficiency and quality of our customer service

SOLUTION

How did you find Rocbird?

Referral

Why did you select Rocbird over others?

• Close to my geographic location
• Pricing first our budget
• Company values aligned

What was the size of Rocbird’s team?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

They developed a speech analytics system, in a form of web portal, using a set of artificial intelligence and machine learning technologies The project relied on natural language processing and speech analytics to extract valuable information from customer conversations. The RocBird team collected and processed large amounts of audio data from conversations with DevLights customers to identify patterns and trends in the conversations that provided valuable insights into customer needs and wants.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Conversion rate
• Customer Satisfaction rate

Describe their project management. Did they deliver items on time? How did they respond to your needs?

They were really professional. They showed us progress every 2 weeks, and we could tell how they correctly applied our feedback observations in future sprints

What was your primary form of communication with Rocbird?

Virtual Meeting

What did you find most impressive or unique about this company?

Communication was really easy. They would always reply back in a timely manner and they seemed really knowledgeable all along the way. This team really know what their doing

Are there any areas for improvement or something Rocbird could have done differently?

Not really. We had a great experience working with them. His team leader was always really involved and made sure everything was always on track

BACKGROUND

Please describe your company and position.

I am the Data Governance Lead of Bancor

Describe what your company does in a single sentence.

Bancor is a public banking entity belonging to the Province of Córdoba.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Rocbird to accomplish?

• The objective was the development of tasks related to the change of data origin, due to the fact that the bank is going through a process of core change. It was necessary to adapt the information in the Data Warehouse so that the new data mapping would be directed to this new source.

SOLUTION

How did you find Rocbird?

Referral

Why did you select Rocbird over others?

• Close to my geographic location
• Great culture fit

How many teammates from Rocbird were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Rocbird undertakes the migration of customer databases to Bantotal, aiming to improve value chain visibility and enhance the customer entity perspective. Through the analysis of customer behavior, Rocbird ensures data quality and utilizes Bantotal's databases, data analysis, and modeling tools. The main focus lies in achieving efficient data migration, conducting quality assurance measures, and generating customer value.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Measurable outcomes for the data source change project included the delivery of the data mapping and the generation of SQL language views pointing to the new source.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Overall, most deliverables were completed on time. Where there were delays, the CEO was involved along with the project manager to re-plan and help unblock any obstacles. It is important to mention that some delays were due to the nature of the core change that was occurring in the bank, which generated certain pending definitions that delayed the process, but Rocbird collaborated in resolving the issues in a timely manner.

What was your primary form of communication with Rocbird?

Email or Messaging App

What did you find most impressive or unique about this company?

The advice provided by the CEO who even got personally involved in the bank to help develop a first draft of future projects and unblock any problems or difficulties that arose during the process.

Are there any areas for improvement or something Rocbird could have done differently?

There was nothing Rocbird could have done differently, as any issues that arise are quickly addressed and resolved through prompt communication and team collaboration.

BACKGROUND

Please describe your company and position.

I am the Sr Coordinator of Internal Quality of Evoltis

Describe what your company does in a single sentence.

IT services and IT consulting. Evolution in Customer Experience and technological developments

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Rocbird to accomplish?

• Speach Analitic

SOLUTION

How did you find Rocbird?

Online Search

Why did you select Rocbird over others?

• High ratings
• Pricing fit our budget
• Good value for cost
• Company values aligned

How many teammates from Rocbird were assigned to this project?

2-5 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Evoltis engaged Rocbird to implement a highly successful voice analytics solution for one of our financial accounts. The main objective was to optimize call monitoring responsibilities within our quality department.

Rocbird developed a state-of-the-art application capable of automatically processing audio files based on predefined quality parameters. The results obtained from this analysis are presented in the f-dash, which provides an overview of the accept or reject rates for each call. In addition, the dashboard provides information on the products offered and the defined quality criteria.

To efficiently handle the large amount of data involved, Rocbird's solution was purposefully designed with advanced technologies such as cloud computing and natural language processing tools. By leveraging machine learning techniques, the accuracy of analysis and detection of patterns within calls was significantly improved.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

Status of the Speech Analytics project for the ASSA account: It is currently productive in the account but it is necessary to carry out calibrations that could not be carried out due to lack of equipment. As of Tuesday 05/16 we started a sprint with a dedicated team with the objective of improving the ratios in the responses that come out of the application.

Current context We know that it is a tool that is already generating a positive impact in the area: as of today, the structure of the team has been rearranged with the processing of 6 netting cases per hour, which is an excellent number since they were being carried out maximum 3/4 per hour. (This number can improve with model calibrations)

In addition, improvements in operations have been improved and detected, which indicates various types of calls that need to be reviewed and generate new developments, whose tickets are also already in progress.

Next steps Pending for the next sprint from BI: Improving the sales ratios not Ok: the % not calibrated continues to be very high, the tool is too rigorous, it does not detect cut audio or it takes criteria that it should not be critical. Sales are rejected when the call Brand is cut as an error when the full SSP product is not offered, taking into account that the advisor can decide which product to offer and this is not taken as an error.

Script must be validated In some cases they only show an error in Opening and polling, we had determined that this is not a reason for rejection. Script must be validated See the transcripts: Although the transcription improved a lot, much more readable, it still depends on the modulation of the participants, it can bring incomprehensible phrases or paragraphs that generate having to search for the audio.

From the Operations side See typing of calls: the audios that are dialed manually are not taken. This process must be calibrated from operations.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

The main difficulty arose from not having a developer dedicated to the project in an integral way, this generated delays that could not be solved and moving to the current status. The project was not completed and is still in the calibration state.

What was your primary form of communication with Rocbird?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

Audio transcription almost perfectly, although poorly translated sentences or words are presented, it has to do with the modulation of the voice of the participants that they cannot understand. They're a team of professionals who manage with kindness and empathy, with shared values in the organization. Professional work methodology.

Are there any areas for improvement or something Rocbird could have done differently?

Focus exclusive resources on projects to shorten work times and facilitate results.

BACKGROUND

Please describe your company and position.

I am the Process and Tools Manager of a financial company. 

Describe what your company does in a single sentence.

My company develops in the Finance area

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Rocbird to accomplish?

• Accompany in the development of Departmental DW
• Accompany in the development of business management dashboards
• Collaborate in the Development of Data Governance Police Institutional
• Core Migration
• Development and automation of data validation and profiling processes

SOLUTION

How did you find Rocbird?

• Other

Why did you select Rocbird over others?

• Close to my geographic location
• Pricing first our budget
• Great culture fit
• Company values aligned
• Other

Describe the scope of work in detail. Please include a summary of key deliverables.

Development of processes for the application of data governance, development of departmental DW and presentation of information for decision making according to the definition of business policies.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• Time compliance in development deadlines
• Resource productivity
• investment return
• Percentage of tasks completed
• Percentage of pending tasks
• Internal customer satisfaction

Describe their project management. Did they deliver items on time? How did they respond to your needs?

Deliveries were made in the estimated time. The requirements of the specifications were met, adapting the development to the policies and methodologies defined in the organization.

What was your primary form of communication with Rocbird?

• In-Person Meeting
• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

organization, adapting to the defined policies, and Rocbird actively participates in continuous improvement processes. Professionalism in the development and fulfillment of goals.

Are there any areas for improvement or something Rocbird could have done differently?

I adapt to the needs of the organization appropriately. At this stage, no points of improvement are detected since it met the expectations of the project.