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News : Sun Chemical Selects OpenText to Improve Customer Service and Experience with Machine Learning

#contactcenterworld, @opentext, @SunChemCorp

Waterloo, Ontario, Canada, Nov. 19, 2018 -- OpenText™ (NASDAQ: OTEX, TSX: OTEX), a global provider in Enterprise Information Management (EIM), announced that Sun Chemical, a member of the DIC group, has selected OpenText™ Business Center for SAP(R) Solutions to transform their customer experience and service. With OpenText Business Center, Sun Chemical can automate data-heavy customer service processes, freeing more time for high-value customer engagement. 

"Customer service representatives spend an average of 30 to 40 percent of their time on data entry," said Carrie Proffit, Director of Customer Services at Sun Chemical. "Applying technology from OpenText will allow us to automate the time-intensive sales order process, and with machine learning capability, to continuously improve efficiency. More importantly, this will enable our team to spend more of their time delivering a truly exceptional level of customer service."

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Sun Chemical is a provider in printing inks, coatings and supplies for the packaging, publication, commercial, industrial, and digital markets. The deployment of OpenText Business Center for SAP Solutions will help Sun Chemical customer service representatives to focus on higher value sales and customer-facing service, rather than manual data entry, which is both time consuming and prone to human error.

"We're committed to improving performance on the essentials of business," said Simone Edwards, Global Business Process Analyst at Sun Chemical. "The fact that we will be able to customize and adapt the solution to our unique business needs, with the OpenText Professional Services team available to help with deployment, made OpenText the ideal choice."

#contactcenterworld, @opentext, @SunChemCorp

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.newswire.ca


About OpenText:
Company LogoOpenText is the leader in Enterprise Information Management, helping customers to create a Digital-First World by simplifying, transforming, and accelerating their information needs. Over 100,000 customers already use OpenText solutions, either on premises or in our cloud.
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Published: Wednesday, November 21, 2018

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2021 Buyers Guide Automated Call Distributors

 
1.) 
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.

2.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
InterDialog UCCS inbound call center software caters to all incoming customer requests. These incoming requests can come through any channel of customer’s choice e.g. voice, video, email, chat, WhatsApp, facebook etc.. company page or from an integrated website chat. Using InterDailog UCCS call centers can respond to inquiries of the customers and they can also register the complaints of customer as a customer support desk.

3.) 
voiptime

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)
 

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