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News : Jetson Launches Amazon Connect into its Khoros Agent Desktop

#contactcenterworld, @khoros

Austin, TX, USA, Nov, 2022 -- Khoros, a global provider in digital-first customer engagement software, announced an expanded partnership with Jetson, a provider in e-mobility products, including electric bikes, electric scooters, and hoverboards. With today’s agreement, Jetson completes its omnichannel customer service vision by using the Khoros platform for its digital contact center, combined with the Amazon Connect integration. The company now has the advantage of seamless digital and voice channel orchestration and out-of-the-box reporting within one agent desktop interface.

Jetson's partnership with Khoros began with leveraging its solutions for digital contact centers (including social care, email, chat, conversational AI, and automation) and social media management. This month, Jetson added voice, via Amazon Connect, to its mix of support channels for a true omnichannel experience for customers and agents. With partnership from VoiceFoundry, a TTEC Digital business specializing in delivering cloud-based enterprise contact center solutions, Khoros implemented voice capabilities into Jetson's existing workflows in less than four weeks.

With a rapidly growing customer base, Jetson needed a platform with stronger digital engagement capabilities to interact with customers across various channels and a user-friendly agent experience to empower its team to work more efficiently. In addition to offering more robust features, Khoros was selected for its purpose-built platform for omnichannel customer engagement, unifying its digital and voice support channels in a "single pane of glass" interface.

"At Jetson, we share our love for riding with thousands of customers across the country. We needed a technology partner that could scale with our growth and allow us to deliver best-in-class, 24/7 customer service," said Nancy Scanlon, chief experience officer at Jetson. "Beyond their software and services, what we found in Khoros is a true innovation partner that shares our passion for an omnichannel experience. After a year of discussion and partnership, Khoros helped us realize the last piece of that vision—voice—quickly, seamlessly, and successfully."

"Customer experience is one of the most critical differentiators for every brand—and can be costly if done poorly. At Khoros, we're proud to provide brands with the leading solution to improve and deliver cohesive and impactful CX," said Chris Tranquill, CEO at Khoros. "Jetson is an innovative brand enhancing how people ride, and it's been a privilege to power their digital transformation so they can extend that same experience off the road. We're excited to have launched voice to complete Jetson's omnichannel service vision and look forward to our continued partnership."

#contactcenterworld, @khoros

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


About Khoros, LLC:
Company LogoKhoros, built from Spredfast Lithium, is the leading customer engagement platform built to turn siloed knowledge into enterprise value, and customers into contributors. By connecting consumer insights across all departments, Khoros gives companies the ability to run their business with their customers, anticipating their needs and accelerating sales, loyalty, and innovation. With 2,000 customers, including 52 of the Interbrand 100, and ten offices globally, Khoros powers approximately 500 million digital interactions every day.
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Today's Tip of the Day - Leadership Requires Listening

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

Published: Monday, November 14, 2022

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2024 Buyers Guide IVR

 
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.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
PEC Telecom

Virtual Phone Numbers (DID) and Business VoIP Phone Service
Whether a customer is running a Call Center business, an IVR system to take phone orders or a voice mail service bureau, he still needs inbound lines and access numbers (DIDs). These lines and DIDs give customers the ability to call in and use the service. Traditionally, these lines and DIDs were obtained through the local telephone company (i.e. Verizon, AT&T or Time Warner) and a company could only purchase numbers with area codes in the region the system resided. With VoIP, this has changed.

DID Live is an IP DID service that allows you to accept incoming calls via VoIP as an alternative to standard digital or analog lines. The service provides the same quality of sound you expect from...
(read more)

5.) 
Pointel

Voice Self Service
Voice self-service can reduce cost and improve customer satisfaction. As with every system implementation, it is not the software, but the implementation that will define the success of the project. This also holds true for self-service implementations. Pointel follows a unique and proven process to implement voice self service. This process has been fine-tuned through years of experience implementing contact center and self-service applications. Pointel can design and develop solutions that will meet and exceed our client’s voice application needs. With several years of experience in Genesys GVP(Genesys Voice Platform) implementation and integration, Pointel can provide an integrated voice...
(read more)
 

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