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News : Freshworks Acquires AnsweriQ, Targeting Larger Businesses with Enterprise Scale AI Customer Service Offerings

#contactcenterworld, @freshworksinc, @answer_iq

San Mateo, CA, USA, Feb. 26, 2020 -- Freshworks Inc., a customer engagement software company, announced the acquisition of AnsweriQ Inc., a provider of ML and AI for larger enterprises that want to better serve their customers. AnsweriQ complements Freshworks' AI engine, Freddy, by enabling enterprise organizations to fully leverage their existing customer data to scale self-service experiences and automate complex customer workflows. 

AnsweriQ's technology augments Freddy's AI capabilities and helps scale self-service for large enterprises. Freddy will incorporate AnsweriQ's AI to learn from ticket data and agent actions within the Freshworks Customer-for-Life Cloud and improve customer self-service capabilities. 

Freshworks also announced that AnsweriQ CEO Pradeep Rathinam has joined the senior executive team as chief customer officer, aligning the weight of the entire organization towards successful outcomes for businesses that keep and grow customers for life. In his new role, Rathinam will align the entire organization to make customers powerful advocates for Freshworks by delivering successful business outcomes. He will oversee the company's global customer support, onboarding and customer success organizations, further increasing satisfaction, retention and success of the combined customer base, including AnsweriQ customers 2K Games, Freshly and SeatGeek.

"Unlike clunky, siloed, legacy SaaS solutions, Freshworks is innovating to deliver a powerful and seamless experience across sales, marketing, customer success and support functions," said Pradeep Rathinam, former AnsweriQ CEO and Freshworks Chief Customer Officer. "With Freshworks' commitment to deploying enterprise-scale AI to better understand customers and build relationships for life, this acquisition is a natural fit. I'm excited to join Freshworks as their new chief customer officer as we create delightful experiences for enterprises that use our products worldwide."

"The integration of AnsweriQ's technology enhances our AI/ML capability in the customer engagement space and offers significant value to our customers," said Girish Mathrubootham, Freshworks' founder and CEO. "Pradeep brings executive-level acumen and expertise, which will be leveraged in his new role as chief customer officer as we double-down on our efforts to engage and keep customers for life."

#contactcenterworld, @freshworksinc, @answer_iq

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


About Freshworks:
Company LogoFreshworks provides organizations of all sizes with SaaS solutions that make it easy for customer support, sales and marketing professionals to communicate effectively with customers for better service while also collaborating with team members to resolve customer issues. The company's products include Freshdesk, Freshservice, Freshsales, Freshcaller, Freshteam, Freshchat and Freshmarketer. Founded in October 2010, Freshworks Inc., is backed by Accel, Tiger Global Management, CapitalG and Sequoia Capital India. Freshworks' headquarters are located in San Bruno, Calif.
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About AnsweriQ:
Company LogoAnsweriQ delivers intelligent automation for customer service. Using the power of AI and IPA, AnsweriQ's suite of products help CS leaders automate information and process-based customer service cases. For information cases, AnsweriQ provides Zero Contact Resolution without an agent's intervention. This is achieved through self-service AI and automated responses. For process cases, AnsweriQ enables single-click automation for repetitive and mundane customer service processes.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Team Names

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

Published: Friday, February 28, 2020

Printer Friendly Version Printer friendly version

2021 Buyers Guide Recording

 
1.) 
ASC

ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

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.) 
Geomant

Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

4.) 
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

5.) 
Numonix

IXCloud
Numonix's IXCloud is one of the first fully managed compliance recording solutions for Microsoft Teams. IXCloud securely records, stores and analyzes interactions in the cloud without physical or virtual servers. As a fully managed Azure-based, Software-as-a-Service cloud interaction recording solution, IXCloud takes interaction capture into the future. It enables instant and elastic scalability to support business growth and provides the necessary tools to enhance business performance while maintaining compliance. IXCloud redefines versatility with its OpenAPI framework that enables application development. Companies and third-party developers benefit from IXCloud native capture technology, whether it be integrating with internal systems or building a third-party application.
PH: 561-952-2600

6.) 
Nuxiba Technologies

CenterWare
Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!

7.) 
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

8.) 
PCS Software

PCS GD
Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933

9.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS enables organizations to adhere to all compliances with its inbuilt call recording software and also has an option for screen recording. With centralized repository of all voice logs, its easy to maintain & retrieve all voice files and have a central control in case of multiple branches set up.
 

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