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News : Contexta360 Enters a Strategic Relationship with Dutch Telco, KPN

#contactcenterworld, @contexta360, @kpn

London, 3rd June 2019 -- Contexta360, a speech analytics and conversational computing company, announced it has signed a strategic partnership agreement with KPN, a Dutch Telecommunications provider.

The agreement delivers speech-to-text and call analytics solutions to KPN’s API Store as well as speech analytics, compliance and real-time capabilities to their call centre and CX team. This wider portfolio of capabilities will allow KPN’s customers to gain greater insight into call context, but also improve clients’ compliance, quality and revenue opportunities.


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The relationship will enhance KPN’s portfolio and enable customers using Genesys, Avaya, Mitel, NICE, Verint to add significant capabilities without the need to replace any of their current technology.

"Speech analytics and A.I is a hot topic for our clients as there is immediate value and return on investment. Applications and use cases differ from client to client, but we already have numerous prestigious brand clients whose centres are processing millions of calls and benefiting from incredible insight into their own client interactions. Moreover, it’s easy-to-use and fast to integrate via the APIs" said Wouter van Schaik, Lead at KPN API Store.

"KPN are a great team and company. It is a delight to be working with both them and their clients. Our solutions are purposely designed to leave the legacy investments in call centre, recording and systems of record in place. We augment this investment with technology that analyses historical and real-time calls and interactions. Our AI-driven speech intelligence platform is designed for organisations seeking to know their customers better, improve agent sales and service performance, quality and ensure compliance" said Andrew White, CEO at Contexta360.

"As an industry we’re just scratching the surface of how powerful speech analytics can be to all organisations. The voice channel remains the ‘Prestigious’ channel, ideal for ‘moments that matter’ and ‘customers that matter’. However, organisations have very little intelligence on what is being said and how it is being said," said Andrew White – CEO of Contexta360. "I am fortunate to be working with some of the best speech scientists, A.I, developers and NLP PhDs on the planet. This is what makes us unique. There are lots of companies that do speech-to-text, but that is just 5% of the journey. Real insight comes from understanding, a new level in speech quality and a flexible approach to customer engagement," White concludes.

#contactcenterworld, @contexta360, @kpn


About Contexta360:
Company LogoContexta360 is a high-growth company based in Amsterdam and London. Our software developers and computer scientists have a passion for artificial intelligence, speech-to-text, and natural language understanding. We help enterprise organisations capture voice and video conversations across multiple languages, transcribing, summarising and analysing them for compliance, sentiment, topic, intent, context, effectiveness and customer experience. We build a 360-degree view of customer interaction by analysing phone, video and chat conversations.
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About KPN Telecom:
Company LogoRoyal KPN N.V., a multimedia company, provides consumers and consumer households with fixed and mobile telephony-, and Internet- and TV services.
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Today's Tip of the Day - Quality Of Service

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

Published: Tuesday, June 4, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Knowledge Management

 
1.) 
3Fiftynine

Branches
Combines knowledge management with call support as continue improvement.

2.) 
eGain Corporation

eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.

3.) 
eGain Corporation

eGain Knowledge + AI
eGain Knowledge+AI™, the top-rated, analyst-awarded knowledge management software, guarantees quality customer service by infusing your customer service agents with knowledge, making all agents as productive as your best ones. By providing agents and other users a range of ways to get to information from the common knowledge base, it ensures fast, consistent, and accurate answers.

4.) 
FuzeDigital

FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.

5.) 
Happitu

Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the need to involve IT or Development. Yes, you will no longer have to dread submitting a change request to Devin from IT!

Try it free for 45 days!

6.) 
Knowmax

Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.

7.) 
livepro

Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.

8.) 
ProcedureFlow

ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.

9.) 
Synthetix

Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.

Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.

Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.

Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
 

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