#contactcenterworld, @Qualtrics

Today, 8 out of 10 people believe customer experience needs to be improved. 62% believe that companies need to care more about their customers – and when they do, 60% of customers would spend more with them.

For many organizations, especially in an increasingly digital-first world, the contact center is oftentimes the only line of defense between a good or poor customer experience and a positive or negative brand perception. Customer service agents are expected to be knowledgeable about a variety of topics/issues and help customers quickly and efficiently. At a time when organizations - across all industries - are managing agent burnout and turnover, contact centers are under more pressure than ever.

To help organizations build deeper, trusted relationships with customers, Qualtrics and SAP are building an integration to connect XM Discover and SAP Service Cloud.

The new integration will bring Qualtrics XM Discover’s AI and machine learning capabilities into SAP Service Cloud to help customer service teams resolve customer issues quickly, increase resolution rate, and improve customer satisfaction.

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Understand how customers feel about every experience, across any channel

XM Discover will analyze all of the structured and unstructured feedback coming into the SAP Service Cloud, including agent notes, support conversations, chat, social media posts and review sites. Using natural language understanding to tune into customer sentiment, as well as the emotion, effort and intent behind every interaction, XM Discover helps organizations understand why customers are reaching out and how they feel about their experiences. XM Discover summarizes and tags every customer interaction, freeing agents to focus on responding to customers instead of on manual, post-call tasks.

Quickly close the loop with customers at scale

By combining operational data from SAP with experience data from Qualtrics in a single platform, organizations will have a 360-degree view of their customers’ purchases, interactions, experiences, and feedback over time. This information allows organizations to more efficiently predict retention risks or upsell opportunities, and take action to address issues with individual customers or groups of customers.

Teams can act in real time to orchestrate workflows and alerts by creating new cases within Service Cloud or through an existing integration between SAP Service Cloud and Qualtrics xFlow, a low code/no-code workflow engine.

"Experience Management is foundational for any intelligent and sustainable enterprise, helping them achieve higher levels of customer loyalty," said Ritu Bhargava, President & Chief Product Officer of SAP Customer Experience. "Organizations leveraging the power of SAP Service Cloud and Qualtrics XM Discover can unlock deeper customer understanding, take real-time action to streamline their business processes, ultimately improving the customer experience and increasing life-time value."

"As organizations navigate uncertainty, listening and acting with empathy is more important than ever," said Fabrice Martin, Chief Product Officer of Qualtrics XM Discover. "By bringing XM Discover capabilities to SAP Service Cloud, organizations can uncover unmet expectations and build the products, services, and experiences people want–with speed and scale."

The integration will be generally available in the second half of 2022 to SAP Service Cloud and Qualtrics XM Discover customers.

#contactcenterworld, @Qualtrics