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News : [24]7.ai Named a Leader in Ovum Decision Matrix for Intelligent Virtual Assistants

#contactcenterworld, @24_7_inc, @nformaplc

San Jose, CA, USA, Feb. 11, 2020 -- [24]7.ai, a global provider in intent-driven customer engagement solutions, announced that analyst firm Ovum has recognized the company as a leader in the report "Ovum Decision Matrix: Selecting an Intelligent Virtual Assistant Solution, 2020–21." Ovum evaluated the [24]7 AIVA conversational AI platform against solutions from 10 other providers, and determined that [24]7.ai had one of the leading solutions in the industry. The firm specifically called out [24]7.ai for leadership in unified voice and digital solutions, bot-agent collaboration, deep intent prediction, and expertise in vertical industry solutions.

Enterprises have experimented with automation as a way to improve customer experiences and achieve cost savings, however, many companies have experienced the serious limitations of many first-generation virtual assistants. Those legacy virtual assistants were not intelligent, only have single intents, and cannot conduct a natural conversation with context and understanding of consumer intent.


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Ovum sees poor customer service, and the losses business suffer as a result, as key drivers for the adoption of a new generation of technology.

"[24]7.ai provides the technology and know-how to run agent operations for synchronous and asynchronous digital channels, from agent recruiting to development to performance management," the report stated. "The company has been running since 2000 and has developed expertise in virtual assistants by building AI models trained on large datasets of human agent conversations. It has an understanding of communications between consumers and businesses, and its customer journey analytics provides insights into intents and journeys."

"Ovum is a highly respected firm that recognizes the importance a single platform for connecting voice and digital channels, with a blending of AI and human insights to deliver a superior customer experience," said Lisa Matherly, vice president of Marketing for [24]7.ai. "With the accelerated adoption of messaging conversations are taking place in text as well as over the phone, so it is essential to provide natural, human-like conversational abilities no matter how a consumer chooses to engage with a brand. When conversational AI technology can track conversational flow, detect multiple intents and share context across channels, companies achieve customer satisfaction scores on par with their best human agents."

#contactcenterworld, @24_7_inc, @nformaplc

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About [24]7.ai:
Company Logo[24]7.ai is redefining the way companies interact with consumers. Using artificial intelligence and machine learning to understand consumer intent, the company’s technology helps companies create a personalized, predictive and effortless customer experience across all channels.
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About Informa:
Company LogoInforma plc is a multinational events and publishing company with its head office and registered office in London
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Today's Tip of the Day - Choose Your Response Method Carefully

Read today's tip or listen to it on podcast.

Published: Wednesday, February 12, 2020

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2021 Buyers Guide Automated Call Distributors

 
1.) 
Premium Listing
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.


2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

Voiptime Contact Center
Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to:
- Automate lead prospecting and have 4x more live conversations daily;
- Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer;
- Smooth out the peaks of calls by...
(read more)
 

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