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

#contactcenterworld, @24_7_inc, @ovum

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, @ovum

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 Ovum:
Company LogoOvum, the analyst and consulting company, is an advisor on telecoms, software and IT services. Resolutely independent, Ovum advises large corporates, IT and software vendors, IT service providers, telecoms operators, regulators, service providers and equipment suppliers. It analyses the commercial impact of technology and market changes and has a real strength in advising on the developments where telecoms, software and IT services interact.
Company RSS Feed   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Voice Mail Timeout!

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

Published: Wednesday, February 12, 2020

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2020 Buyers Guide Inbound Call Handling Services

 
1.) 
3Fiftynine

Branches
Calls are received by the right person or department. The right corresponding information is shown to the agent which makes that appointments are handled quicker and more secure.

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.
PH: +1 512-872-7565

3.) 
Connect Assist

Contact Centre Services
We’re a specialist Contact Centre business and market leaders helping socially focused organisations deliver quality support to their clients and service users. We do this by providing 24/7 helplines, software solutions and consultancy services.

Since launching in 2006, we’ve operated at the sharp end of customer service, supporting some of society’s most vulnerable people. We’ve pioneered in our space to become a specialist in helplines, whilst using the most advanced communication and database technologies available.

Our social mission has remained a constant throughout, providing many meaningful career prospects and growth opportunities to people within our local communities and fur...
(read more)
PH: 07973640527

4.) 
Jointly International Inc.

Front Office Solutions
Front office is your Company’s first line of customer interaction and serves as the mirror of your business. Focus on your core business and let our competent staff handle your various front office needs such as:

* Customer Service via chat, email or phone
* Technical Support via chat, email or phone
* Helpdesk
* Virtual Assistant/Receptionist
* Answering Service
* Lead Generation
* Appointment Setting
* Verification
* Surveys
* Debt Recover, Collections
PH: +61 7 5660 6284
 

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