#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."
Posted by Veronica Silva Cusi, news correspondent
Source: https://www.itweb.co.za
About Blue Prism:
In 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.
Published: Wednesday, February 24, 2021
| 5.) |  CList for Outbound Campaigns Management CList by Comsys is an application that helps contact centers enhance the performance of their outbound campaigns. It accomplishes that by enabling the planning and execution of sophisticated communication strategies. Additionally, the AI-powered module of CList extends the possibilities of outbound campaigns delivering unprecedented results. Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with t... (read more) |
| 6.) |  Consilium UniCampaign™ Reaching the right person with the right information on the right channel at the right time is a tall order. That’s the power the new Consilium UniCampaign™ has been adding to Cisco outbound contact centers, easily tripling or quadrupling results, from improving digital customer acquisition to managing post-sale customer relationship. Delivering proactive outbound engagement in a game-changer product, Consilium UniCampaign™ is an omnichannel List and Campaign Management (LCM) solution which complements the strength and robustness of Cisco's Outbound Dialer with the implementation of multichannel (voice, email, and SMS) outbound contact strategies. The new 7th release of UniCampaign™ is des... (read more) |
| 8.) |  Genesys PureConnect Genesys PureEngage Tegsoft |
| 15.) |  InterDialog UCCS The InterDialog Dialer is an independent & intelligent auto dialer software that controls the outbound calls using various algorithms. This call center dialer works as Predictive Dialer Software, Progressive Dialer Software, Preview Dialer Software or Power Dialer Software based on the requirement of the process. It allows the system to create groups/caller lists and then dials out to multiple calling groups/lists at the same time, thus helping target a wider market segment in a shorter period of time. The predictive dialer software and automatic dialer algorithms used by the InterDialog Dialer are designed to improve efficiency by lowering the wait time, the number of dropped calls and t... (read more) |
| 16.) |  Custom Outsourced Solutions Tru29 Solutions tailor fits a dialer solution that will truly suit your needs. |
| 17.) |  Voiptime Contact Center Our contact center solution allows processing the high volume of client requests from different channels (voice, webchat, email, web callbacks), running massive outbound dialing campaigns, and makes all call center operations visible for management. Voiptime Cloud Contact Center is a professional calling solution for outbound and inbound calls. It’s a plug-and-play software that immediately increases the productivity of your call center department. With the help of our solution you are able to: - Automate lead prospecting and have 4x more live conversations daily; - Increase the agent occupancy up to 80-90% with the help of the fastest Predictive dialer; - Smooth out the peaks of calls by... (read more) |
LOGIN WITH YOUR CONTACTCENTERWORLD.COM ACCOUNT
I am checking out all the amazing and daily updated content on ContactCenterWorld.com and networking with professionals worldwide
Send To Friends Post On My Wall