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Stellenbosch-based Clevva Goes Global After Signing UK Deal #contactcenterworld Using AI tools, Clevva builds, maintains and deploys compliant, multi-channel "digital experts" − customer service tools to enable companies to deploy digital skills at scale. These consist of automation solutions, which know the prescribed rules and answers to customer queries, and how to apply them in context. The new partnership sees Clevva’s front-office digital experts combining with Blue Prism’s back-office digital workers, to automate end-to-end processes across both staff-assisted and digital self-service channels. Bruce Mazza, VP, technology alliance programme at Blue Prism, says pairing Clevva’s digital experts with the Blue Prism digital workforce empowers users by bringing process agility to the front-office. "As organisations re-imagine customer sales and support journeys, many of them find it challenging to navigate contextually-rich or complex front-office decisions and processes. This partnership will benefit workforces and customers − particularly in regulated industries, where customer engagements are heavily impacted by rules, and it's vital you get it right, every time, with a record to prove it," explains Mazza. The partnership with Clevva will ensure context-specific online queries are handled, while employees can focus on the emotional aspects of every customer engagement. "This ability to effectively add digital expert capability to Blue Prism digital workers means customers can quickly increase their range of automation, particularly within customer service," says Clevva co-founder and CEO Ryan Falkenberg. "Take Blue Prism’s Service Assist offering as an example. Within one solution, customers can offer contact centre agents a 360-degree view of the customer, automate their system work, and navigate them through every conversation in real-time." #contactcenterworld Posted by Veronica Silva Cusi, news correspondent Date Posted: Wednesday, February 24, 2021 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. |