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CEO Interview: Knovvu is the Beginning of a New Era for Sestek - Sestek - ContactCenterWorld.com Blog

CEO Interview: Knovvu is the Beginning of a New Era for Sestek

 

We already know that Sestek develops conversational AI solutions based on over 20 years of experience. After all this, Knovvu was born as a new fruit of this corporate expertise. So what was the insight behind creating such a brand?

In the field of customer experience, we know how important and difficult it is to provide the same quality of service in different channels for both the customer and the brand. In today’s customer service operations, quality means fast and accurate information. We, as Sestek, have been maintaining to produce solutions that can meet this need in our R&D centers for more than 20 years. Our aim with Knovvu is to consolidate all our solutions, which we have realized with this experience, under a single platform. While doing this, we continue to consider changing customer needs and developing new technologies.

Which changes take place in the field of Global Customer Service Automation, What trends do you observe that stand out? 

Today, customer interactions do not necessarily involve a live customer representative. Calls, inquiries and requests from customers; can be answered automatically through virtual assistants that can communicate in written and voice; so companies can improve in areas such as time, cost and efficiency. Furthermore, companies that correctly analyze incoming calls to customer service and orient their employees can make great improvements in customer experience. However, due to the high volume of calls, we think that it would be much more efficient if these analyzes were made by AI-based solutions instead of live employees.

AI-based solutions increase efficiency in customer experiences, sales and service operations, reduce costs and improve interaction between brands and customers. At this point, as Sestek, we step in and develop AI-powered products that companies can benefit from. As I mentioned above, we bring together these solutions on the Knovvu platform.

How Knovvu is designed to address emerging global trends?

We group our products on the Knovvu platform into 3 main categories: Virtual assistance, voice biometrics and interaction analytics. I would like to explain these concepts in brief details.

Virtual assistants today can answer one of four customer questions without the help of a live customer representative. Although this percentage may seem small at first glance, it means enormous savings and efficiency for a company that receives millions of customer calls.

With the technology of voice biometrics, a customer call can be shortened by approximately 20-30 seconds. Such a reduction per call represents a significant savings for call centers. This solution also provides a good experience for the customer, who goes through the security phase without being asked any additional security questions while talking to the representative and can find a quick solution to their query.

Finally, every customer call contains crucial insights that companies can use to improve their workflows. However, today, call centers cannot adequately analyze these calls due to time and human resource constraints. The technology of conversational analytics enables automation in this area, helping companies and their employees to uncover valuable insights.

We create value in these 3 areas with our AI-based solutions on the Knovvu platform.

Which services do you offer under the umbrella of Knovvu? In this sense, what are the points where you differ in the sector?

We bring together our services under 3 main headings on the Knovvu platform: Knovvu Virtual Agent, Knovvu Biometrics and Knovvu Analytics.

I would like to underline a few important points about Knovvu:

  1. Artificial Intelligence driven: Knovvu solutions are built on AI-powered technologies that will constantly learn the system they are involved in and improve themselves.
  2. Quick Response: Our users will have a faster response system than competing products in areas such as scenario editing, form design or instant reporting.
  3. Real-Time Performance: Instant improvements will be made in call center operations with sentiment analysis and instant notifications that allow real-time action to be taken in customer conversations.
  4. Simple and Easy Experience: Knovvu solutions are designed in such a way that users can easily understand and get maximum efficiency by revising the system without coding knowledge.
  5. Environment Independent Use: The Knovvu platform can be installed in the local environment of the institutions, or in all cloud (private or public) environments if desired.

 

What innovations and conveniences await a brand that cooperates with Knovvu?

As a customer interaction automation platform, Knovvu is positioned to serve industries with high customer interaction, such as retail, telecom, banking and insurance. Today, it is very important for companies that a solution enables central management, omni-channel access and can work in any local/cloud environment, and Knovvu comes to the fore with these features. The Knovvu platform enables better management of customer interactions with the help of automation.

What are the future goals of Knovvu?

Knovvu is the beginning of a new era for SESTEK. Our vision is to be a global technology company that improves the experiences of our business partners, their customers, and our own employees. I think we have come to a good point with what we have done in the last 20 years on this journey. Today, we serve more than 200 corporate clients in 16 countries.

To talk about our strategic goals, our primary objective is to expand our network in the global market. While doing this, we want to continue to deliver our products as software (SaaS) that can be accessed from the cloud environment to our current and potential business partners at home and abroad.

Last year, we started the company-wide DevOps transformation process. Thus, we have made our products in a way that can easily adapt to needs and innovations and respond quickly. At the end of the day, our goal is to make the lives of both our business partners and their customers easier by using artificial intelligence technology more and more efficiently in our solutions.

 

Author: Sestek Marketing Team, Sestek

Source: https://www.sestek.com/2022/07/knovvu-the-beginning-of-a-new-era-for-sestek/

Publish Date: July 6, 2022


2024 Buyers Guide Customer Experience (CX)

Page: 12
1.) 
Alvaria

Alvaria CXP
Alvaria CXP empowers enterprises to deploy contact center & customer self-service solutions on voice (IVR), text/messaging (chatbots), and mobile channels (disposable apps) with a design-once-deploy-anywhere approach. CXP Pro speeds up time-to-market, lowers customer service cost, lowers average handling time (AHT), frees agents from repetitive tasks, improves the customer experience through 24/7 availability, and increases first contact resolution (FCR). Deploy on-premise or in the cloud.

2.) 
ARC Quality Solutions

Contact Center Observation Services
Remote Contact Center Monitoring Programs - Working closely with your staff every day can often take complete objectivity out of the picture when trying to evaluate quality and agent performance.

Telephone/Email/Chat Mystery Shopping - A well-planned mystery shopping program can yield invaluable data about how your customers view the quality of your contact center service interactions.

Competitor Analysis - ARC Competitive Analysis Programs are designed to objectively compare your company with your competition.

Customer Satisfaction Surveys - ARC’s Customer Satisfaction Survey programs are designed to provide you with an objective measuring tool for gauging the level of customer sa...
(read more)

3.) 
Calabrio

Calabrio ONE Workforce Optimization
Calabrio is revolutionizing the way enterprises engage their customers with Calabrio ONE, a unified workforce optimization (WFO) suite—including call recording, quality management, workforce management, voice-of-the-customer analytics, and advanced reporting—that records, captures and analyzes customer interactions to provide a single view of the customer, and improve the overall agent and customer experience.

4.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

5.) 
Creative Virtual

V-Person™
Creative Virtual's V-Person virtual agent/chatbot technology and V-Person Live Chat™ bring together humans and AI to create conversations with customers and employees across touchpoints in a seamless, personalised way and at large scale. V-Person conversational AI solutions can be deployed across any channel (web, mobile, social media, messaging apps, voice, IVR, smart speakers, kiosks, contact centre, HR, service desk) in over 35 languages.

V-Person virtual agent/chatbot and live chat implementations are underpinned by V-Portal™, our knowledge management, workflow management and business intelligence orchestration platform. We use a hybrid approach of natural language processing (NLP),...
(read more)

6.) 
CTMA New Zealand Ltd

Customer experience assessments and reviews • Customer experience baseline studies • Leadership training, coaching and events
Establishing a customer experience baseline:
Establishing a customer experience baseline helps to identify and quantify current sources of customer dissatisfaction, estimate potential returns on service investment and sets customer-driven improvement priorities for action and change.
CTMA’s customer experience assessments and baseline studies help to identify, justify and prioritise strategic and tactical improvement opportunities, and forge a solid foundation for change.


Leadership training, coaching and events:
The new urgency to get customer experience right, in a world recovering from a global health crisis, is placing even more emphasis on giving people the right skills, to do...
(read more)

7.) 
Eckoh

Eckoh Experience Portal
Cloud-based portal that delivers Eckoh's complete Secure Payment and Customer Engagement solutions. Simply take the solutions you need today and add additional ones as you need them. All from one supplier.

Flexible to scale up, and down, to suit your business needs and helps you prepare for future customer engagement needs.

8.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

9.) 
Hootsuite

Sparkcentral’s cloud based contact center platform provides a SaaS solution that enables your human and virtual (BOT) customer service teams small, medium or large to jointly deliver SLA based Customer Service on popular asynchronous messaging channels like WhatsApp, WeChat, In-App, In-Web, Twitter, Facebook, Instagram ... making engagement with your brand frictionless for your valued digital clients or prospects !!!

10.) 
MFE International

Oracle Digital Assistant, Oracle Intelligent Advisor, Oracle Service Cloud
Oracle Digital Assistant is the next generation, No code Chatbot. The NLP engines that power today’s traditional messaging-based channels lack the ability to handle highly expressive sentences Vastly different from traditional Chatbots, NLP engines that require more sophistication than the simple intent classification and slot-filling engines available today. together with Oracle Intelligent Advisor and Oracle Service Cloud, it empowers tomorrow's customer experience today.

11.) 
Nteraction

Nteraction
Nteraction is the world’s first engagement platform that empowers your call and contact center teams to intelligently engage your audience with relevant multi-modal, multimedia, hyper-personalized, custom-curated content. Nteraction enables your team to Gather multimedia content from any location; Create engaging stories using that multimedia content with zero coding; Share those stories with call center contacts; Learn their level of interest in the products or services, in real-time, through built-in cookie-less analytics; and Automate and streamline follow-up using the optional Artificial Intelligence module. For Call Center Teams: Leverage and share multi-lingual, multimedia content to c...
(read more)

12.) 
OutPLEX

Call Center Services
OutPLEX offers a full suite of omnichannel solutions to provide CXaaS to your customers. From traditional voice solutions to the latest in messaging and automation technologies, our engagement experts combine high tech with a human touch to provide seamless experiences resulting in the highest customer satisfaction across the industry.

13.) 
Pointel

Genesys Cloud Adapter for Oracle CX Cloud
Oracle CX Cloud customers utilizing Oracle Cloud Marketing, Sales, Service, Social and CRM SaaS applications, who also rely upon Genesys for contact center solutions, can conveniently conjoin these systems by implementing the Pointel Adapter.

Agents can engage customers across telephony and digital channels to dramatically improve sales, customer retention and brand value with the Genesys Cloud Adapter for Oracle CX Cloud.

The Genesys Cloud Adapter for Oracle CX Cloud unifies business systems, synchronizes inbound customer data and augments it with information, including last interactions and interests, as contact between agents and customers aren’t just interactions—they’re solutions...
(read more)

14.) 
Vads

One Stop Solutions Customer Experience
Customer Experience Solutions with :

- Inbound Contact Center : Our Inbound Contact Center Services provide live operators who answer incoming calls as you would yourself. A team of professional script writers is available to help you script a greeting and experience programmers will set up a time and money saving program. Our unique approach to call center services is client-focused, and takes each project’s unique needs into account to our client’s satisfaction. We offer solution as part of our service to keep you in touch with your client and drive sales such as Customer Service, Walk in Center, and Service Desk.

- Outbound Contact Center : Outbound call center is designed for call...
(read more)

15.) 
QPC Ltd.

QPC Experience Platform
CLOUD FRIENDLY | ADVANCED ANALYTICS| WORKFORCE ENABLEMENT | CUSTOMER EXPERIENCE MANAGEMENT PLATFORM |

Collate all data sources in real-time into one place to create a single source of truth

Flexible integration with on premise, hybrid and/or cloud architecture

Harness cutting edge technology to find new patterns and trends

Omnichannel Secure recording and analytics for all contact interactions

Optimised Workforce Management with real time scheduling enterprise wide

Unified Communication Management Reporting enterprise wide

Modular Based Offering also available

16.) 
Sabio

Digital Customer Experience (CX) Transformation Consultancy and Integration Specialists
At Sabio Group, we believe that customer experience (CX) should be brilliant.

That's why we deliver solutions and services that seamlessly combine digital and human interactions to support outstanding CX.

Through our own technology, and that of world-class technology leaders such as Amazon Connect, Avaya, Genesys, Google Cloud, Microsoft, Salesforce, Twilio and Verint, Sabio helps organisations optimise their customer journeys by making better decisions across their multiple contact channels.

17.) 
Servion

Contact Center & CX Design, Implementation and Management
For more than 25 years, Servion has been trusted by customer-centric brands for architecting, implementing, and managing Contact Centers and Customer Experience (CX) solutions. Servion delivers complete solutions for businesses to innovate in providing digital experiences using the best available technologies while maximizing their existing investments.

Our 1,000 CX professionals apply their passion and deep domain expertise to the entire build-run-optimize solution lifecycle. Servion has helped 600 enterprises across the globe deliver great experiences to their customers, partners, and employees.

Our services include CX Design, Contact Center Migration to the Cloud, Automation & Self-service, Contact Center Analytics, Workforce Engagement and Managed Services.

18.) 
Sevis Systems

eCallMe! - Customer Engagement Solutions
eCallMe! - A customer engagement solution enabling an enterprise to get get good calls answered, protect their brand and its customers from answering spoofed calls. The overall customer experience is enhanced with Trusted Caller ID which brings trust to the phone call by indicating the logo of the enterprise, purpose of the call along verified call identifier.

19.) 
Vion Consulting

Autonom8 BPM Platform
Autonom8 (A8) Platform is an AI driven customer journey automation platform that is essentially low-code, uses a BPM Studio to design and automate the process flows. A8 as a platform, unifies all customer interaction points across any channel into a single interaction flow. This helps in delivering more effective service to the customer, resolve their queries faster, make the interactions crisper and more informative. This effectively helps drive better CX.
From the enterprises' point of view, the A8 platform helps do the above on a "pay per transaction" model, involves Zero infrastructure cost, no upgrades, no licenses, no AMCs. So it is very economical solution compared to the benefits it...
(read more)

20.) 
Vistio

Vistio is a contact center technology solution that uses next-best-action guidance and automation to help agents confidently provide quick and accurate resolution to customer inquiries, simplifying the agent’s job and reducing the guesswork and stress of handling customer calls. The result is specific and measurable improvements in your KPIs in just 90 days.
 
Page: 12



View more from Sestek

Recent Blog Posts:
Conversational Analytics: The Secret to Quality Customer ServiceSeptember 17, 2022
Perfecting the Airport Experience with Conversational AIAugust 16, 2022
CEO Interview: Knovvu is the Beginning of a New Era for SestekJuly 6, 2022
Employee Experience, Customer Experience, Total Experience: How are They All Connected?May 16, 2022
Speech Analytics Come to Rescue for Better CXApril 13, 2022
Voice: Still the Most Natural, the Most Comfortable and the SafestDecember 20, 2021
From Single-Use Bots to Intelligent One-for-All BotsNovember 11, 2021
Chatbot? Virtual Assistant? Digital Assistant? What’s The Difference?September 21, 2021
The Evolution of Machine Learning: Explainable AIJuly 13, 2021
Making Conversational AI Smarter: 4 Hints to Design an Intelligent Conversational AI SolutionMay 25, 2021

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