News : Sharpen Technologies Offers Logic and Action Bots to Modernize Omni-Channel Workflows
Indianapolis, IN, USA, Feb 13, 2019 -- Sharpen Technologies, developers of the agent-first omni-channel cloud contact center platform, has launched Logic and Action bots that transform traditional interactive voice response systems into omni-channel workflows.
"All the buzz – and promise – around bots has contact centers eager to incorporate them into their customer experience environments," said Sheila McGee-Smith, founder and principal analyst at McGee-Smith Analytics. "Yet they find themselves confused by the number of components and amount of integration required. By building Logic and Actions directly into the Sharpen platform with no additional fees or integration, the company simplifies the deployment process for customers and makes it more cost-effective."
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The Logic and Action bots make use of Sharpen’s application programming interfaces to access data from communications streams, ticketing systems, CRM systems, and other third-party databases. Based on this data, the bots determine the intent of an interaction and either respond directly to it or route it to an agent. Sharpen monitors these workflow interactions, giving contact centers real-time analytics and alerts that further optimize the customer and agent experience.
"We designed Logic and Actions to solve a clear industry problem: Traditional IVR is a lost cause in an omni-channel world," said Kevin Schatz, Sharpen’s chief technology officer. "Tweaking existing IVRs has left an inefficient and disparate mess. And vendors offering bot-powered workflows through acquisitions and partnerships have made these solutions cost-prohibitive and complex. Logic and Actions leapfrog these solutions to give contact centers an accessible way to streamline workflows across any and all channels."
Posted by Veronica Silva Cusi, news correspondent
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Sharpen is a cloud native contact center platform that enables customer experience teams to establish a better relationship with their customers. This global platform eliminates costly on premises hardware, increases agent efficiency and makes customers happier through frictionless interactions. Sharpen is committed to building a global community of companies who believe that a happy customer is a loyal brand advocate waiting to happen.
Published: Thursday, February 14, 2019
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