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News : Replicant Expands Conversational AI Platform with New Capabilities

#contactcenterworld, @Replicant_AI

San Francisco, CA, USA, Nov. 17, 2021 -- Replicant, a conversational AI platform, announces expanded capabilities to its platform. Replicant now offers contact center leaders hands-on management of all conversations between customers and Replicant's Thinking Machine ™, resulting in complete control and continuous improvement of the customer experience. The end-to-end dashboard gives contact center leaders access to fully transcribed support conversations with the ability to analyze and surface insights from conversation data and take action immediately with point and click conversation-script editing.

"Not only has Replicant allowed us to scale our call center operations, but it's given us insights into caller behavior at a much deeper level than we could have expected - which ultimately helped us improve the customer experience," said Mike Bowman, director of customer support operations at ECSI.

"Contact centers all over the world are struggling because of workforce management issues - they can't hire, train or retain enough agents. We founded Replicant on the belief that machines are ready to have useful, complex conversations that can transform customer service," said Gadi Shamia, Replicant's chief executive office and co-founder. "The new capabilities are the next building block in this mission, serving to not only deliver always-on, elastic call center capacity but also to provide instant, rich data directly from customers so that conversational AI is no longer a black box. This visibility and actionability, all within one dashboard, is what's needed to power the next generation of smart, enjoyable customer service."

#contactcenterworld, @Replicant_AI

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


About Replicant.ai:
Company LogoReplicant was founded on the belief that machines are ready to have useful and complex conversations that will transform the way we interact with the world, starting with customer service. Replicant’s artificial intelligence platform combines natural language processing and machine learning and was trained to resolve customer issues over the phone with natural-sounding conversations that accurately recognize customer intent. Replicant currently handles over 2 million customer support calls a month and serves some of the largest call centers in the country.
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About Replicant:
As a provider in Contact Center Automation, Replicant helps companies automate their most common customer service calls while empowering agents to focus on more complex and nuanced customer challenges. Replicant's AI platform allows consumers to engage in natural conversations across voice, messaging and other digital channels to resolve their customer support issues, without the wait, 24/7. Replicant scales up or down instantly, can be implemented in weeks and handles millions of customer support interactions a month.
Company RSS Feed   Company Profile Page

Today's Tip of the Day - The Experience

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

Published: Friday, November 19, 2021

Printer Friendly Version Printer friendly version

2022 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
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 Perfor...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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