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Quantum Metric Integrates with ServiceNow to Ease Contact Center Frustration #contactcenterworld Colorado Springs, CO, USA, April 2022 - Quantum Metric, the Continuous Product Design platform for customer-driven digital experiences, announced an integration with ServiceNow to extend insight into individual customer experiences. Directly embedding Quantum Metric's session replay technology into the ServiceNow Platform(R) closes an insight gap for the contact center, allowing teams to more effectively understand, empathize, and quickly resolve customer frustrations. Quantum Metric Embedded Replay is available in the ServiceNow Store. Customer relationships are the key competitive battleground, and poor customer experience (CX) can quickly damage the reputation of a brand. Quantum Metric Embedded Replay will be available across all ServiceNow(R) workflows and allow users to seamlessly pivot to Quantum Metric's session replay without leaving the ServiceNow(R) user interface. Customer service agents will have the ability to watch 100% of customer sessions, in real-time, enabling them to gain insight into the customer's exact experience and build empathy with each customer experience. Customer service teams can easily share these customer friction points across the organization, collaborating with IT and UX teams to prioritize a fix. Visualizing the experience will also improve the employee experience, boost productivity, and continue to enhance the quality of service each agent is able to provide. "Being able to capture customer insight is table stakes. It's time we start focusing more on using data to drive action," said Mario Ciabara, CEO of Quantum Metric. "What's needed is the ability to empathize with every step of the customer journey to fuel action with insight. Working with ServiceNow, we'll empower teams to harness empathy and understanding in every customer interaction, while breaking down the silos that limit the organization's ability to innovate and grow." #contactcenterworld Posted by Veronica Silva Cusi, the news correspondent Date Posted: Tuesday, April 26, 2022 About ContactCenterWorld.com ContactCenterWorld.com is the world's premier on-line resource for the call and contact center industry. This article is one of hundreds available on-line to registered members. Our resource is updated every working day and includes content from every corner of the world. If you are not a registered member go to www.ContactCenterWorld.com and register today. |