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News : Pypestream ‘Customer Engagement Center’ on AWS Automates All Customer Interactions

#contactcenterworld, @pypestream

New York, NY, USA, March, 2021 -- Consumers have gone "all-digital" at an accelerated pace. They communicate through text, buy products in apps, and manage their accounts online. Entire industries are transforming how they engage with customers for this very reason, and brands are racing towards digital automation to meet these on-demand customer needs. Pypestream is launching its new Customer Engagement Center (CEC), built on Amazon Web Services (AWS).

Powered by conversational artificial intelligence (AI) technology, the CEC is a cloud-based solution that is designed to help customers to interact directly with brands on any device, at any time. 

Global spending on customer experience (CX) technology is forecast to increase to over $640 billion by 2022. Pypestream is driving digital transformation of CX with technologies like natural language processing and speech to text to enable customers to engage with brands directly via the same digital channels they use daily to communicate with friends and family.


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Sling TV is delivering live TV streaming to customers across the nation. "By implementing Pypestream, we have been able to support our customers at any time of the day. Pypestream has helped us improve the customer experience for all types of engagements with our customers, from service to retention," said Seth Van Sickel, VP of Operations, Sling Television.

Royal Caribbean is known for driving innovation at sea and has continuously redefined vacationing. "Pypestream turned us into an always-on brand," said Juan Silva, Associate VP, Product Digital Sales, Royal Caribbean. No matter the contact volume of the time of day, we’re available to provide service via messaging. The transformative approach has changed the game for our business and travel partners."

TriWest, a third-party administrator for the U.S. Department of Veterans Affairs (VA), utilizes a network of community providers to provide health care to Veterans in their local community. "We serve over a million phone calls a month. The ability to automate that is a pretty remarkable concept," said David McIntyre, President and CEO, TriWest.

"We are seeing a major shift away from the traditional call center, and our AI technologies help to deflect over 80% of customers away from unnecessary service calls," said Richard Smullen, CEO, and Founder, Pypestream. "Today’s millennial and Gen Z consumers avoid businesses they have to call because they find them time-consuming, outdated, and irrelevant. They expect a fully automated, seamless, and in-brand experience personalized to their needs. Uber and Netflix set the tone for this and now every brand needs to deliver immersive and automated customer service."

#contactcenterworld, @pypestream

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


About Pypestream:
Company LogoPypestream brings the on-demand economy to enterprises everywhere. Pypestream’s Customer Engagement Solution enables businesses to connect with customers using the power of smart messaging, driving satisfaction and loyalty. The patented, secure and compliant platform combines pragmatic AI and chatbots to enable transactions over messaging. Pypestream is headquartered in NYC with offices in San Francisco, Dublin and Johannesburg.
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Today's Tip of the Day - Every Contact Counts

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More Editorial From Pypestream

Published: Monday, March 8, 2021

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2021 Buyers Guide IVR

 
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.

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.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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