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News : Ada Introduces ‘Automation to Agent’ Customer Experience

#contactcenterworld, @adasupport

Toronto, ON, Canada, June, 2019 -- Ada, a provider in Automated Customer Experience (ACX), announced the launch of Ada Glass, which provides seamless customer handoff from Ada’s AI-powered chatbot to live chat platform partners including Zendesk, SalesForce, and Nuance. A new feature of Ada’s ACX platform, Ada Glass enables enterprises to instantly connect customers with live support agents directly within Ada’s chatbot interface.

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"After introducing Ada Glass to our existing support experience, we’ve been able to reduce our inquiry volume by 90%," said Bas Lucieer, ACX and Business Intelligence Engineer at LiteBit.eu. "When an agent is required, we now trust Ada to provide them with a seamless transition from chatbot to human - creating the best of both worlds for both our customers and agents."

"CX leaders across industries are investing in AI-powered chatbots to improve the customer experience. However, without considering how automation blends with live agent support, the value of the investment is not maximized," said Mike Murchison, CEO and co-founder of Ada. "The strategic approach we have taken to build Ada Glass with a one-of-a-kind handoff ensures a completely effortless experience for both the agent and the customer."

#contactcenterworld, @adasupport

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


About Ada:
Company LogoAda builds a leading AI-powered platform that automates millions of customer conversations per month for enterprise businesses around the world. Using the power of machine learning, Ada enables 24/7 multilingual customer service that saves time, reduces cost and improves the customer experience.
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Today's Tip of the Day - Why Can’t You Take My Call?

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

Published: Wednesday, June 26, 2019

Printer Friendly Version Printer friendly version

2020 Buyers Guide Recording

 
1.) 
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

2.) 
Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

3.) 
OrecX

Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003
 

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