Digital engagementKnowledge management
We knew we were #1 at what we do. Nice to know that a top IT analyst firm agrees!
We provide omnichannel customer engagement software, powered by knowledge.
According to Gartner’s just-published critical capabilities report on customer engagement, our average score for digital engagement and knowledge management at 4.5 out of 5.0 is the highest among all the 14 vendors evaluated!
We are not surprised. After all, we are a pioneer with more than decades of experience in both those spaces, and we lead the industry in the breadth and depth of supporting digital channels such as messaging, virtual assistant, chat, cobrowse, social, and email. Our knowledge management solution is the most comprehensive solution that includes content management, search methods, conversational process guidance, and analytics, powered by machine learning, AI reasoning, and analytics.
Blue-chip clients are running their customer service and engagement operations at scale:
- 5,000 agents at a leading multi-play Communications Service Provider (CSP) use our chat, SMS, and email to handle over 12 million customer contacts per year, with agents distributed across three continents!
- A leading telco uses our AI knowledge solution across 10,000 contact centers and associates across 600 retail stores to provide smart, consistent customer service, compliant with best practices. The results? 37% improvement in First-Contact Resolution (FCR), 30-point improvement in Net Promoter Score (NPS), and 50% reduction in agent speed to competency.
I don’t mean to sound like a broken record—there are many more such customer success stories. I won’t be surprised if we got a 5.0/5.0 next time around!