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News : Stellenbosch-based Clevva Goes Global After Signing UK Deal

#contactcenterworld

Johannesburg, South Africa, Feb 22, 2021 -- Artificial intelligence-based Web platform developer Clevva has partnered with UK-based robotic process automation (RPA) firm Blue Prism, in a collaboration that will see the Stellenbosch-based firm going global.

Using AI tools, Clevva builds, maintains and deploys compliant, multi-channel "digital experts" − customer service tools to enable companies to deploy digital skills at scale.

These consist of automation solutions, which know the prescribed rules and answers to customer queries, and how to apply them in context.

The new partnership sees Clevva’s front-office digital experts combining with Blue Prism’s back-office digital workers, to automate end-to-end processes across both staff-assisted and digital self-service channels.

Bruce Mazza, VP, technology alliance programme at Blue Prism, says pairing Clevva’s digital experts with the Blue Prism digital workforce empowers users by bringing process agility to the front-office.

"As organisations re-imagine customer sales and support journeys, many of them find it challenging to navigate contextually-rich or complex front-office decisions and processes. This partnership will benefit workforces and customers − particularly in regulated industries, where customer engagements are heavily impacted by rules, and it's vital you get it right, every time, with a record to prove it," explains Mazza.

The partnership with Clevva will ensure context-specific online queries are handled, while employees can focus on the emotional aspects of every customer engagement.

"This ability to effectively add digital expert capability to Blue Prism digital workers means customers can quickly increase their range of automation, particularly within customer service," says Clevva co-founder and CEO Ryan Falkenberg.

"Take Blue Prism’s Service Assist offering as an example. Within one solution, customers can offer contact centre agents a 360-degree view of the customer, automate their system work, and navigate them through every conversation in real-time."

#contactcenterworld

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itweb.co.za


About Blue Prism:
Company LogoIn this digital era where start-ups are constantly disrupting markets, only the most agile and innovative enterprises survive and thrive. At Blue Prism, we pioneered Robotic Process Automation (RPA), emerging as the trusted and secure intelligent automation choice for the Fortune 500 and public-sector market. Now we bring you connected-RPA supported by the Digital Exchange (DX) app store—marrying internal entrepreneurship with the power of crowdsourced innovation.
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2024 Buyers Guide SaaS Solutions

 
1.) 
CrankWheel

CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

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