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Fall 2017 Release Features Intelligent Messaging, Support for Apple Business Chat and Vivid Speech Functionality - [24]7.ai - ContactCenterWorld.com Blog

Fall 2017 Release Features Intelligent Messaging, Support for Apple Business Chat and Vivid Speech Functionality

Today we rolled out the [24]7.ai Fall 2017 Release that supports Apple Business Chat, enabling companies to have a conversation with consumers using natural language, on more than a billion Apple devices worldwide. The Fall 2017 Release, available to all existing [24]7.ai clients as part of new capability additions to the platform, also includes Vivid Speech functionality that enhances interactive voice response (IVR) with intuitive visual experiences.

Brands and consumers are increasingly turning to digital communication as a way to simplify complex tasks. The Fall 2017 Release adds intelligent messaging capabilities to [24]7 Chat and [24]7 AIVA which enables consumer to pick up conversations where they left off, even if they are using a different device or revisiting a conversation months later. Because customers never have to start over, it results in a superior customer experience that helps drive brand loyalty.

The Vivid Speech feature available in [24]7 AIVA, augments IVR by providing consumers with a multimodal speech, touch, and visual experience that dramatically improves self-service automation. Vivid Speech enables companies to engage with customers visually, without having to download a mobile application. By providing callers on smartphones with a link to a personalized mobile Web page, Vivid Speech gives consumers the option to use touch as an input mode.

Vivid Speech gives consumers control and greatly improves customer satisfaction, while intelligent messaging enables effortless interactions no matter how or when consumers choose to engage with your company. This is achieved by transferring context over time and across devices, as exemplified by our support Apple Business Chat.

In addition to Vivid Speech and support for Apple Business Chat, the Fall 2017 Release includes the following enhancements:

  • Enable continuous conversations with customers - Single-threaded conversations allow consumers to pick up right where they left off and spares them from having to start over. Companies using [24]7 Chat and [24]7 AIVA can now engage in continuous conversations with consumers in real-time and over time with the addition of intelligent messaging and because context is transferred, companies can better predict consumer intent
  • Meet consumers where they are - With intelligent messaging it is now easier for brands to be connected with their customers across devices and with support for Apple Business Chat now available, consumers can to connect with companies through the more than one billion Apple devices worldwide. Apple users, who send 6.3 trillion iMessages each year, can search for a business using native apps like Maps, Siri and Safari, and return to the conversation anytime with always-accessible iMessage threads. [24]7.ai also provides support for Facebook Messenger, which has more than 1.2 billion active users.
  • Extend the ease of messaging to all digital channels - Intelligent messaging enhances this capability by transforming the company’s digital communication to conversation-driven instead of channel-driven. By providing a single continuous thread of conversation across all branded digital channels, including web, mobile web, iOS and Android devices, companies can offer consumers a simple and logical conversation flow that lets them pick up where they last left off.

Using [24]7.ai products clients are experiencing real-world results in their digital transformation. An American radio company, with more than 32 million customers is using [24]7 Chat, [24]7 AIVA and [24]7 Digital Chat Agents to increase digital adoption and improve the customer service experience by serving customers how and where they want. Overall, the company has projected savings of $7M in the first year from routing improvement based on intent-prediction, journey automation, and a better virtual agent experience with [24]7 AIVA. Of the journeys [24]7.ai has automated, 50% achieved first contact resolution (FCR) through self-service.

Another leading American telecom provider with 13 million customers chose [24]7 AIVA and [24]7 Chat to deliver an intuitive, personalized customer experience that would attract customers to its digital channels. With [24]7.ai automation they registered a 26 percent increase in weekly chat volume, reducing customer service costs by driving more contacts away from the highest cost channel—voice. They projected savings of $6 million in the first year from routing improvements based on predicted intent and journey automation with [24]7.ai.

For more information about the [24]7.ai Fall 2017 Release, please visit: https://www.247.ai/fall-release-2017

Topics: Customer Experience
Scott Horn, Chief Marketing Officer

Source: http://www.247-inc.com/company/blog/fall-2017-release-features-intelligent-messaging-support-apple-business-chat-and-vivid

Publish Date: November 15, 2017 5:00 AM


2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.

2.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

3.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.

4.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 



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Fall 2017 Release Features Intelligent Messaging, Support for Apple Business Chat and Vivid Speech FunctionalityNovember 15, 2017 5:00 AM
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