#contactcenterworld, @route101ltd, @adasupport
Bristol, UK, July, 2022 -- Route 101, a cloud systems integrator of customer service technology platforms and tools in the UK, announced that it has partnered with Ada.
Organisations can now combine Route 101’s customer engagement, workforce engagement, and analytics solutions with Ada’s Interaction AI to shift from a reactive, expensive support model to a proactive model that reduces effort and cost.
The partnership brings together a Contact-Centre-as-a-Service (CCaaS) solution with a conversational chatbot, to deliver personalised automation and create consistent, unified experiences throughout the customer journey.
"Consumer change is constant and merely reacting to this changing landscape isn’t enough. Brands need to be more relevant, timely, and focused on delivering proactive and personalised interactions all while being pressured to save costs and scale on-demand. We are excited to join forces with Route 101 to provide the expertise and proven solutions brands need to meet these demands" said Michael Setticasi, VP of Partnerships.
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Today’s customers expect brands to be available 24/7, on all digital and social channels, to meet their needs in a meaningful way. With the rising tide of customers approaching brands each day, it’s becoming increasingly difficult for organisations to provide these memorable, personalised experiences. When 61% of customers would now defect to a competitor after a single bad experience, it’s never been more important for organisations to get their experiences right first time.
"Route 101 is delighted to announce this new partnership with Ada and to add its advanced Interaction AI to our solution portfolio. As a business committed to offering disruptive solutions to the customer engagement challenges faced by our clients, Ada’s brand interaction platform offers an extremely compelling answer to the increasing need for personalisation at all touch points.
When AI and automation are two of the biggest emerging trends within the customer experience landscape, organisations are increasingly looking to new capabilities to implement new solutions that will benefit both their customers and their balance sheets. That’s why we’re so excited to add Ada’s capabilities to our portfolio."
– Josefine Thoren, Head of AI, Route 101.
Posted by Veronica Silva Cusi, news correspondent
About Route 101:
Omnichannel customer engagement solutions for frictionless customer and agent experiences. Flexible, scalable contact centre, customer engagement and unified communications software in the cloud. Route 101 help organisations to scale with growth, boost customer satisfaction, reduce cost to serve, and drive revenue. Combining communications and contact centre solutions, we provide the tools to help you deliver excellent customer experiences and empower your workers. Unlock the true potential of your contact centre, social media, and web channels to deliver next generation CX. We can help with: Conversational AI & Automation | Co-browsing & Screen-Sharing | Self-Service | Inbound & Outbound Contact | PCI Compliant Payments | WFM | Performance Management | Call Recording | Quality Management | Analytics | Unified Communications & Collaboration | Enterprise Telephony | CRM Integrations | and more.
Ada builds a leading AI-powered platform that automates millions of customer conversations per month for enterprise businesses around the world. Using the power of machine learning, Ada enables 24/7 multilingual customer service that saves time, reduces cost and improves the customer experience.
Published: Tuesday, August 2, 2022
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