Page 513 – SalesTech Star

AI Backed Call Analytics Systems – How they are changing Sales and After-sales

STS Staff Writer

-

May 29, 2024

AI Backed Call Analytics Systems – How they are changing Sales and After-sales

AI-backed call analytics systems revolutionize communication strategies. These systems tap into artificial intelligence to extract valuable insights from phone call data. Key features like speech recognition and sentiment analysis come into play. They convert spoken words into text, decoding conversational nuances.

Call analytics systems identify patterns and trends in your customer interactions. They highlight potential areas of improvement, from agent performance to customer experience. They also predict customer behaviour, helping you proactively meet their needs. With AI at the helm, your call data becomes a powerful resource. It’s no longer just about answering calls; it’s about understanding what lies beneath them.

AI-backed call analytics systems are the future of intelligent customer service. They offer accurate, deep, and actionable insights. They take your call operations from data-rich to insight-driven. With them, your business has the tools to provide superior customer service, drive growth, and stay competitive.

How AI Backed Call Analytics Systems are Changing Sales/After Sales and Customer Support?

AI-backed call analytics systems are reshaping sales, after-sales, and customer support landscapes with actionable insights and predictive analytics. These systems decode customer interactions, deriving value from every conversation. Here’s how they are changing the game:

1. Boosting Sales Conversions:

AI systems analyze call data, identifying successful sales patterns. They offer strategic recommendations to increase conversion rates, thereby boosting sales.

2. Improving Customer Segmentation:

Through data analysis, these systems can accurately categorize customers based on their interactions. They allow for personalized engagement, enhancing customer satisfaction.

3. Predictive Analytics:

Predictive models in these systems can forecast customer behavior. This allows sales teams to make proactive decisions and close deals more efficiently.

4. Automating Routine Queries:

AI can handle basic customer queries, reducing wait times. This improves the customer experience while freeing up agents for complex issues.

5. Enhancing Agent Training:

By assessing call data, AI can provide detailed feedback for agents. It highlights areas of improvement, enhancing service quality and agent performance.

6. Sentiment Analysis:

These systems can analyze customer sentiment from calls. This helps in identifying any dissatisfaction and addressing it promptly, improving customer retention.

7. Efficient After-Sales Service:

AI-backed call analytics systems streamline after-sales services. They schedule follow-ups, handle complaints, and ensure a seamless customer journey, leading to increased loyalty.

8. Data-Driven Decisions:

These systems provide valuable insights from large volumes of call data. They enable informed, data-driven decisions, leading to more effective sales strategies and improved customer support.

Examples of Brands Using Call Analytics Systems

AI-backed call analytics systems are revolutionizing sales, after-sales, and customer support, offering transformative solutions for businesses. Here are five real-life brand examples showcasing this change:

1. Amazon Connect:

Amazon’s cloud-based contact center, Amazon Connect, uses AI to streamline customer service. It integrates with AWS machine learning capabilities, offering sentiment analysis, automated interactions, and detailed analytics. With these insights, Amazon boosts agent productivity, enhances customer experience, and drives informed decision-making.

2. Cisco Webex Contact Center:

Cisco utilizes AI for comprehensive call analytics in its Webex Contact Center. It offers advanced features like predictive analytics and voice recognition. Cisco uses these tools to guide agent-customer interactions and develop data-driven strategies. The result is improved service quality, increased sales conversions, and superior customer support.

3. IBM Watson:

IBM’s Watson Assistant leverages AI to handle customer interactions efficiently. It automates routine queries, reducing customer wait times. Meanwhile, its call analytics capabilities highlight areas of improvement for agents, driving superior training and performance. Watson’s ability to turn data into actionable insights enhances both sales and customer satisfaction.

4. Microsoft Dynamics 365 Customer Service Insights:

Microsoft’s Dynamics 365 integrates AI for valuable customer service insights. It analyzes call data to determine trends and pain points. Microsoft uses this information to improve customer experience, streamline after-sales service, and refine sales strategies. With AI-backed analytics, Microsoft ensures a customer-centric approach, boosting customer loyalty and retention.

5. Five9:

Five9’s cloud contact center uses AI to drive efficient customer interactions. It identifies customer sentiment and intent, helping agents personalize their approach. Moreover, Five9 uses AI for intelligent routing, ensuring customers reach the right agent faster. These features lead to reduced handling time, increased first-call resolution, and overall improved customer satisfaction.

Conclusion

AI-backed call analytics systems are catalyzing a revolution in sales, after-sales, and customer support. By harnessing the power of AI, businesses can delve into rich call data, extract invaluable insights, and drive strategic decisions. Brands like Amazon, Cisco, IBM, Microsoft, and Five9 exemplify this transformation.

They enhance customer experiences, optimize agent performance, and refine sales strategies. As technology advances, AI’s role in call analytics is set to become increasingly critical, ushering in an era of informed, effective, and customer-centric business operations.

One year into their gen AI era: retailers must scale early investments as shoppers adopt AI into their daily lives – Bain & Company

STS News Desk

-

May 29, 2024

0

One year into their gen AI era: retailers must scale early investments as shoppers adopt AI into their daily lives – Bain & Company

Generative AI–powered productivity enhancements and cost savings could boost retailers’ already thin margins
Personalized shopping initiatives, such as AI-powered conversational shopping assistants, could increase a retailer’s revenue by 5-10%
AI tools for content generation, software development, and employee support can increase productivity by up to 25-40%

Retailers have had access to generative AI (gen AI) tools for more than a year now time enough for almost all to see the new technology’s undeniable power. New research from Bain & Company shows how generative AI at scale will rapidly improve productivity, easing the industry-wide pressure on margins through an array of cost savings.

“From conversational search to personalized apps, gen AI is reshaping the retail landscape in a way that is going to be even faster and more transformative than the smart phone or the internet,” said Mikey Vu, partner in Bain & Company’s Retail practice. “A year into their journey, retailers have enjoyed some early successes. It will be critical for them to scale these use cases, with a focus on ROI, to keep pace with the evolving expectations of shoppers who are rapidly incorporating generative AI into their daily lives.”

Personalized shopping experiences
One highly promising use case centers on personalizing the customer experience through tools such as AI-powered conversational shopping assistants, enhanced search, and localized shopper recommendations. Bain found these use cases at scale have the potential to increase a retailer’s revenue by 5-10% overall. Underscoring this point is research from Bain showing consumers trust AI for personalized shopping recommendations more than any other use case they were asked about.

Automated marketing content generation
Retailers are likely to have experimented already with using generative AI to enhance and streamline their marketing efforts—with promising results. Bigger rewards now lie in store for executive teams that wrap these initiatives into a broader push to automate generation of marketing collateral in areas such as translation and repurposing of content, social media, and the creation of dynamic and personalized landing pages. We estimate that this broader family of use cases can deliver marketing productivity gains of 30% to 40%.

Supercharged employees
Bain estimates generative AI enhancements that reshape the way retail employees work on the front line, in warehouses, and at HQ could boost productivity up to 25%. This includes automated inventory checks and restocking alerts, and search assistants for real-time problem resolution.

The first year of the generative AI era has also caused retailers to think hard about its long-term impact. One worry is that big tech companies will muscle in on the early stages of the shopping journey, such as inspiration and curation. Another fear is of being shouldered aside by digital insurgents that are simply faster at implementing generative AI in a compelling way.

To fully capitalize on the promise of AI, retailers must ensure that their rollout passes tests in these three areas:

Change management. Amid all this change, retailers need to note that jobs may need to be entirely redesigned, both on the front line and at the corporate level, and improvements made now should facilitate future evolution as well.
Democratization. To successfully move from experimentation to scaled delivery, retailers need to put gen AI tools in the hands of all their employees, not just those in the tech department. At the same time, however, they need to centralize gen AI–related capabilities to avoid duplication of work and other inefficiencies.
Talent. As best practices in gen AI implementation will often date quickly, retailers must help workers continually update their new skills in tech-related roles and across the organization by focusing on upskilling existing employees.

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

FrogData Revolutionizes Service Management with FixedOps Mojo AI Analytics

STS News Desk

-

May 29, 2024

0

FrogData Revolutionizes Service Management with FixedOps Mojo AI Analytics

FrogData, the automotive industry leader in data analytics, announced the launch of FixedOps Mojo, a groundbreaking Service Management Dashboard that optimizes fixed operations for auto dealerships. Part of the WarrantyBoost+ solution, FixedOps Mojo leverages AI-driven data analytics to provide actionable insights for performance improvement.

FrogData launches FixedOps Mojo, revolutionizing auto dealership service management with AI-driven analytics.

FixedOps Mojo integrates seamlessly with dealerships’ DMS systems, offering daily updates and complete KPI tracking for service managers. In addition, the platform’s AI engine enables faster and more accurate warranty rate analysis, empowering dealers to file for rate increases at the earliest possible time.

Revolutionizing Service Management with Data-Driven Insights
FixedOps Mojo provides a comprehensive service management dashboard that integrates seamlessly with dealers’ existing Dealer Management Systems (DMS). Utilizing advanced AI-driven analytics, the platform offers daily operational insights that help service managers optimize productivity, reduce costs, and enhance service lane upselling opportunities.

Key features of the FixedOps Mojo dashboard include:

Fixed Ops Control: Central hub for service department reporting.
Open RO Snapshot: Provides real-time updates on repair orders.
Express Service Analysis: Analyzes efficiency and profitability of express services.
Op Codes & Warranty Analysis: Deep dives into operation codes and warranty repair orders to maximize profitability.
Technician and Advisor Comparisons: Compares performance across technicians and service advisors, highlighting areas for improvement.
Body Shop Analysis: Detailed insights into body shop operations.

Tailored for the Auto Industry’s Needs
FixedOps Mojo addresses the complexities of managing auto dealership service operations. Traditional Dealer Management Systems (DMS) lack robust analytics for swift decision-making. This becomes especially crucial with the rise of complex newer vehicle models and EVs that require specialized repairs, which in turn generate significant warranty revenue. Efficient warranty management is essential to sustain these revenue streams. FixedOps Mojo offers a comprehensive analytics solution that enables dealers to enhance productivity, cut costs, and streamline warranty claim processing effectively.

“With the launch of FixedOps Mojo, we are redefining service management for the automotive industry,” stated Tej Soni, CEO of FrogData. “Our innovative dashboard seamlessly integrates with dealership management systems, and provides comprehensive data analytics, enabling service managers to make better operational decisions. By delivering focused insights and actionable intelligence, FixedOps Mojo helps dealers boost profitability, streamline processes, and elevate customer experiences. We’re thrilled to bring this game-changing solution to market.”

Impact on the Market and Benefits for Dealers
With its cutting-edge analytical capabilities, FixedOps Mojo is set to become an essential tool for auto dealerships. The platform is designed to significantly enhance dealer profitability, adding an average of $200,000 in additional profits per dealership annually through optimized service operations and improved warranty rate reimbursement.

FixedOps Mojo is now available as part of the WarrantyBoost+ subscription, with each subscription including an annual warranty rate analysis and submission service. Auto dealers looking to enhance their service operations and financial performance are encouraged to contact FrogData for a demonstration.

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

nShift Study Pinpoints Five Steps to Success for Retailers Ahead of Peak Shopping Season

STS News Desk

-

May 28, 2024

0

nShift Study Pinpoints Five Steps to Success for Retailers Ahead of Peak Shopping Season

95% of shoppers have abandoned their cart
63% of shoppers say delivery choice is the most important factor when shopping online
High delivery costs compel 62% of shoppers to abandon purchases

With retailers’ preparations for peak shopping season well underway, nShift, the world leader in delivery & experience management (DMXM) software, underscores the importance of the delivery experience for customers. A new consumer study, conducted by Retail Week in partnership with nShift, uncovered just how critical this element of ecommerce is to the success of retailers.

‘Shopper Unlocked: inside the minds of 1,000 consumers’ finds that 95% of shoppers have abandoned a shopping basket. High delivery costs are by far the most popular reason for basket abandonment with 62% of shoppers citing this reason. Almost a quarter (23%) of shoppers blamed a complicated checkout process while poor delivery timeframes and unsatisfactory returns policies were also highlighted as an issue for around 20% of shoppers.

The study finds customers prize convenience above many other aspects of the customer experience. Being able to choose the time and date of delivery is by far the most influential factor for respondents, with nearly two-thirds (63%) deeming it important. A similar proportion(62%) agreed they would not buy again after a single bad delivery experience.

David Carey, SVP Customer Experience at nShift, said, “These results hammer home just how little patience most consumers have for bad delivery experiences – and how important it is for retailers to get deliveries right every time. As we move into the second half of the year, and the peak shopping season, the most successful retailers are likely going to be those that focus on delivery & experience management as a business-critical point of difference.”

Five steps to peak ecommerce success

To best prepare for the forthcoming peak shopping period, nShift offers the following five tips for retailers:

Offer a broad range of delivery choices – To delight all customers, retailers must offer a broad range of fulfilment options, with a choice of delivery cost, time and location. Doing so can increase conversions by 20%
Clearly communicate on returns – Despite being overwhelmingly popular with shoppers, offering free returns may not make good business sense to all retailers. But, whatever your returns policy, it must be clearly communicated and well-signposted on your website.
Use returns to your advantage – Returns over peak period are inevitable. However, with the right processes in place that provide a slick and seamless customer experience, retailers don’t need to take a hit on revenues and, instead, can convert up to 30% of returns-related refunds into exchanges and repeat custom.
Take ownership of the post-purchase experiences – The relationship with the customer doesn’t end at the checkout – that’s just the start. Tactics like personalized communications, branded messaging and real-time tracking all contribute to creating a joined-up post-purchase experience that builds customer loyalty and creates repeat customers
Ensure your core delivery management capability is up to scratch – Retailers must have access to multi-carrier capability to ensure transport capacity during busy periods. They need to make sure they give shoppers the range of delivery options they seek, including a local pick-up point.

Carey concluded, “Customers expect delivery to be sculpted around their lifestyle. It will be no different as peak season draws near. Being match-fit for peak season depends on taking the right steps now, so retailers can truly differentiate through deliveries.”

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Una Software Secures Funding and Launches Applied Revenue Intelligence Platform

STS News Desk

-

May 28, 2024

0

Una Software Secures Funding and Launches Applied Revenue Intelligence Platform

Una Software announces the commercial launch of its applied revenue intelligence software, enabling sales, marketing, customer success and finance to work together as a unified revenue team for faster, more profitable and sustainable growth.

Una Software proudly announced the close of a significant funding round and the commercial launch of its applied revenue intelligence platform. Una’s cloud software helps departments including sales, marketing, customer success and finance work as a unified revenue team. Una combines insights and actions from across the customer journey so revenue teams execute better meetings, decisions and resource allocation – for faster, more profitable, sustainable growth.

“Driving revenue growth today is about far more than analytics. It involves encouraging cross-departmental teamwork and turning decisions into profitable actions. That’s why Una combines analytics, collaboration, and actions that turn into profitable, sustainable revenue growth.”

Una is designed for CROs, CFOs and other revenue leaders who need more collaboration, actionable insights and growth from their technology and teams. Typically reliant on their ERP, CRM and spreadsheet software, the company’s initial focus and early customers are B2B SaaS companies.

THE UNA CHALLENGE: PERSISTENT GAPS IN TODAY’S REVENUE TECH STACK

Una’s platform addresses three main gaps in today’s revenue operations, intelligence and related software solutions, as well as inefficiencies with revenue teams:

Multiple Silos: Sales, marketing, and customer success departments typically deploy their own siloed analytics processes, leading to fragmented insights and disjointed strategies.
Missing Financial Data: Departments frequently neglect to integrate crucial financial data necessary for optimal decision-making.
Failure to Take Action on Insights: Teams rely on casual, self-managed follow-ups after revenue meetings, resulting in inconsistent execution and accountability.

“Driving revenue growth today is about far more than analytics,” said Clayton Ramnarine, CEO of Una Software. “It involves encouraging cross-departmental teamwork and turning decisions into profitable actions. That’s why Una combines analytics, collaboration, and actions that turn into profitable, sustainable revenue growth.”

“From our original vision to today’s launch, we’ve guided every step of Una’s development with firsthand experience starting, scaling and leading rapid revenue growth at successful B2B SaaS companies,” said Don Mal, Una’s Executive Chair. “From the first sale to renewing the latest customer, breaking down silos or making smarter investments, we know what’s needed to make revenue teams work.”

Co-founded by Ramnarine and Mal in 2023, Una is led by proven founders, CEOs and revenue veterans from some of North America’s most successful SaaS companies. The team’s track record includes founding and revenue leadership roles at unicorn and other renowned success stories including Vena Solutions, Prophix, Fluence Technologies and Clarity Systems.

THE UNA SOLUTION: APPLIED REVENUE INTELLIGENCE

Una is the industry’s first applied revenue intelligence software platform that:

Consolidates trusted data into one solution to align on one source of truth; to visualize the issues across the whole customer journey from lead to renewal to expansion; and confidently allocate financial resources to the department that needs it most.
Drives collaborative decision making by aligning sales, marketing, customer success, product and finance departments and eliminates silos. It encourages cross-departmental discussions to address key challenges in the customer journey together; leverages the collective expertise of all revenue teams to make decisions; and aligns on future plans to drive continuous improvement.
Delivers action, not just promises, by ensuring that insights turn into decisions and tasks that are documented and tracked; accountability is monitored; and priorities are delivered upon.

PARTNERING FOR SUCCESS

Una is proud to be a charter partner of Winning by Design and its first certified “bowtie analytics” platform, with insights that span the whole customer journey. Both companies advocate for revenue programs founded on scientific principles, encompassing the entire customer journey and measured by their impact.

“SaaS has systematically shifted from growth-at-all-costs to sustainable growth,” said Dave Boyce, Chair of Winning by Design. “SaaS companies and investors are intensely focused on revenue architecture and the first principle of recurring impact.”

“As a charter partner, Una has collaborated with us to bring to market a first-of-its-kind recurring revenue management system, incorporating the Winning by Design Bowtie data model for measuring and monitoring profitable growth across the entire customer lifecycle,” he added.

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Zuper Announces Integration with Avalara to Provide Automated Tax Management Capabilities for Field Service Teams

STS News Desk

-

May 28, 2024

0

Zuper Announces Integration with Avalara to Provide Automated Tax Management Capabilities for Field Service Teams

New integration offers customers automated tax compliance, reporting tasks and field service management capabilities for greater efficiency

Zuper, a leading solutions provider to scale and modernize fast-growing service businesses with field operations, announced its integration with Avalara, Inc., a leading provider of cloud-based tax compliance automation for businesses of all sizes. Avalara offers a comprehensive suite of tax compliance services allowing businesses to easily determine tax obligations, calculate sales tax and assess use tax, manage exempt sales, file and remit returns, and more.

Service businesses often operate in multiple domains, each with its own tax rates and regulations. Changing tax structures and manual tax inputs leaves room for error, leading to potential under or overpayment of taxes. Zuper’s integration with Avalara is designed to address this challenge by ensuring businesses of all sizes maintain accuracy and compliance with differing tax regulations. Avalara verifies customer addresses across 12,000+ tax jurisdictions in the US and employs real-time data syncs with Zuper to help improve tax compliance and management.

“Manually managing complex processes like sales tax for businesses takes focus away from deslighting customers and growing your business,” said Anand Subbaraj, Zuper CEO. “Streamlining operations and improving productivity through innovation and technology is a mission we share with Avalara, and combining the power of our platforms will enable our mutual customers with field service teams to save time and money, and create peace of mind around tax compliance.”

Avalara’s end-to-end product and services suite includes Avalara AvaTax for sales and use tax calculations, Avalara Returns for returns filing, Avalara Exemption Certificate Management to address exempt sales and document management, and a range of additional compliance automation offerings, including Avalara Business Licenses, Avalara Tax Research, Avalara Property Tax and more.

Today’s integration announcement underscores the essential need for businesses, especially those dealing with heavy transaction volume, to access proven tax compliance automation and become more efficient, save time and resources, and better allocate personnel to business building activities. This shift to smart automation can lead to better scalability and growth, and certainly increased compliance, including surety during audits.

“Zuper understands the needs of its customers, and their integration offering reduces complexity for field service businesses in many ways,” said Meg Higgins, senior vice president of Global Partners at Avalara. “We understand that digitization of business processes is not an option, it is essential; we are proud to offer fast, accurate, and easy tax compliance solutions to our shared customers.”

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Ducky Raises $2.7M in Pre-Seed Funding, Puts AI to Work for Customer Support Teams

STS News Desk

-

May 28, 2024

0

Ducky Raises $2.7M in Pre-Seed Funding, Puts AI to Work for Customer Support Teams

Ducky’s Machine Learning Technology Surfaces Answers, Unlocking Support Agents’ Problem-Solving Superpowers

Ducky, an AI-powered support platform unlocking customer support agents’ problem-solving superpowers, announced it raised a $2.7M round of pre-seed funding led by Penny Jar Capital, with participation from Bread & Butter Ventures, NOMO Ventures, Wilson Sonsini, angel investors and others. Ducky uses machine learning and AI to make internal knowledge sources instantly accessible for customer-facing teams by automatically delivering relevant information and an on-brand customer response. By increasing productivity, customer-focused teams have more time to problem-solve the most challenging cases with care. Coming out of stealth, Ducky’s initial clients include customer-focused companies like Superhuman and others.

“There is a rush to use AI to deflect customers and prevent human interaction – we believe AI is more powerful when supporting humans, not replacing them,” said James O’Brien, co-founder and COO of Ducky. “By removing the blocker of finding the right information and handling repetitive questions, agents can focus on the aspects of their work that create impactful, lasting customer relationships.”

“The information support agents need to do their jobs is buried in a myriad of distinct places, and the effort to search and discover is an emotionally draining, time-sucking experience – not an ideal environment for the team who is a gateway to your customers,” said Hongbo Tian, co-founder and CEO, Ducky. “We believe the best way to create an incredible experience for customers is to put AI and machine learning to work for – and learn from – the incredible support agents on the frontlines.”

By combining open-source and proprietary technology, Ducky’s AI-powered support platform learns from internal knowledge tools like Slack, Notion, and JIRA, to help support agents respond to tickets faster and find the correct information in seconds. In addition, Ducky automatically creates a customer response based on a brand’s tone – ensuring personalized, consistent communication for every interaction. With its Chrome extension, Ducky works alongside any support ticketing platform, including Help Scout, Zendesk, Hubspot, Gorgias, and more.

“Knowledge workers spend about one day a week searching for data – this is disastrous when the customer experience hangs in the balance,” said Rich Scudellari, co-founder of Penny Jar Capital. “The Ducky team is solving this data problem with machine learning and AI, freeing up time for support teams to create personalized customer experiences with lasting impact.”

“This is an insanely talented team – Hongbo’s mastery of AI and machine learning, combined with James’ proven track record in business development and scaling SaaS companies, makes them a powerhouse. We’re proud to back the Ducky team in building next-generation tech for customer support,” said Mary Grove, Managing Partner, Bread and Butter Ventures.

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Sagetap Raises $6.8M for First AI-Driven Marketplace Matching SaaS Buyers and Sellers

STS News Desk

-

May 28, 2024

0

Sagetap Raises $6.8M for First AI-Driven Marketplace Matching SaaS Buyers and Sellers

Sagetap uses AI to match tech executives with the optimal software vendors. Thousands of tech executives from organizations like Nvidia, JP Morgan Chase, Kaiser Permanente, and AirBnB use Sagetap to find the best and most relevant new SaaS tools to adopt.

Sagetap, the first AI-driven marketplace matching SaaS buyers and sellers, announced $6.8M in funding from NFX, Uncorrelated Ventures, Emergent Ventures, and 15 active customers. The company is cash-flow positive and has grown revenue 3X YoY.

Built for busy executives overwhelmed with sales outreach from the explosion of B2B software vendors, Sagetap offers AI-powered product recommendations, one-click demo scheduling, and anonymity controls to block unwanted follow-ups.

Sagetap maintains a database of the most innovative AI startups by aggregating buying activity from their network of tech executives, partnerships with the VC community, and analyzing thousands of technical demos happening on the platform each month.

Their recommendation engine allows tech executives to instantly identify the very best products for new initiatives or upcoming SaaS renewals, ensuring they are selecting the best tools in just a fraction of the time.

“Tech buyers are inundated with cold outreach from vendors, while startups building great solutions struggle to get the market awareness they deserve,” explained Sahil Khanna, co-founder and CEO of Sagetap. “We have the first online platform that helps tech buyers anonymously discover and meet with B2B SaaS startups solving their biggest problems.”

According to Gartner, $1 trillion will be spent on software in 2024. With the accessibility of AI, the number of vendors entering the market and the rate of change to these products will drastically accelerate. Sagetap is already observing an explosion in AI infrastructure startups and an appetite from buyers to run POCs.

Sagetap’s platform is used by thousands of tech executives working on AI Infrastructure, Cybersecurity, DevOps, Cloud & Data Infrastructure.

Vendors on the platform can pay to set up campaigns to target specific buyers, conduct meetings, and request buyer feedback, which is provided asynchronously on the platform. Vendors on the platform report an average ROI of 3X when looking at closed-won business and their Sagetap spend.

The company plans to use the funding to expand its network of tech executives and further develop its product recommendation engine and decision-support tools for buyers.

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Unisys Receives Dual HDI Awards for Customer Experience and Best Service and Support

STS News Desk

-

May 28, 2024

0

Unisys Receives Dual HDI Awards for Customer Experience and Best Service and Support

Unisys has received two HDI Global Service and Support Awards: “Best Customer Experience” and “Best Service and Support Manager.” These awards recognize the company’s Digital Workplace Solutions (DWS) team and their strategic approach to optimizing clients’ customer experience, as well as Unisys Service Desk Service Manager Gilberto Sanchez for exceeding client expectations and exemplary performance. In 2023, the Help Desk Institute (HDI) recognized Unisys as a winner in the “Best Culture” and “Best Support Organization” categories.

“We believe that delivering service excellence is key to the implementation of any solution deployed in a company, and something our clients have come to know and love about Unisys,” said Joel Raper, senior vice president and general manager of Digital Workplace Solutions, Unisys. “It is our mantra to push the boundaries of what it means to elevate our clients’ business operations, and we are honored to be recognized by HDI for this commitment.”

The HDI Awards recognize the individuals, teams, and organizations that have achieved and maintained the highest standards of excellence in technical support and service management. Industry experts meticulously review each award application and bestow recognitions across various categories including the industry’s finest team, manager, analyst, desktop support technician, local HDI chapter officer, and more.

“Gilberto is a selfless leader who is relentless in his pursuit of growth for his teams and clients,” said Patrycja Sobera, global vice president, Digital Workplace Solutions Delivery, Unisys. “His natural ability to self-motivate trickles down to his team and enables them to innovate and problem-solve freely, delivering successful outcomes for clients that stand out. This individual achievement is a reflection of Gilberto’s unwavering commitment to customer service.”

Unisys Digital Workplace Solutions empowers the workforce with the tools, solutions and services they need to work securely from anywhere, anytime, on any device. With solutions like Unisys Next-Generation Service Desk, organizations can give their digital workforce personalized technology services and transform the service delivery process from a technology-centered model to one driven by end-user experience.

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Abstrakt and Intelligent Contacts Announce Strategic Partnership

STS News Desk

-

May 28, 2024

0

Abstrakt and Intelligent Contacts Announce Strategic Partnership

Abstrakt Corp, a real-time call guidance and automated QA software, announced that the company now integrates with the leading cloud contact center software provider, Intelligent Contacts.

This collaboration aims to bring transformative solutions to the financial services and collections industries, enhancing efficiency, compliance, and the overall customer experience.

“Our partnership with Abstrakt pairs our award-winning contact center platform with one of the more impressive and forward-thinking AI startups in the industry,” said Jeff Mains, CEO of Intelligent Contacts. “In our sector, technology and innovation moves incredibly fast, and Greg and the team at Abstrakt have shown they have the skills, leadership, and organizational structure to keep up with where we feel the market is headed. ”

The partnership between Abstrakt and Intelligent Contacts addresses several critical challenges faced by the financial services and collections industry:

1. Compliance and Quality Assurance: Abstrakt’s platform automatically reviews 100% of calls to ensure they fall within the company’s set compliance standards. Supervisors will know exactly which calls to listen to, saving time and resources. All Intelligent Contacts customers will be able to enhance their operations by using Abstrakt.

2. Operational Efficiency: The automated processes and intelligent call routing provided by Intelligent Contacts, complemented by Abstrakt’s real-time guidance, reduce call handling times and operational costs.

3. Data-Driven Insights: Together, Abstrakt and Intelligent Contacts offer powerful post-call analysis that provides deep insights into call center operations. Abstrakt utilizes call outcomes from Intelligent Contacts to identify trends, optimize performance, and make informed decisions that drive growth and success.

“We are excited to partner with Intelligent Contacts to bring a new level of innovation to the financial services and collections industries,” said Greg Reffner, Founder & CEO of Abstrakt. “Our platform is designed to eliminate subjectivity, automate QA, and guide agents in real-time. By integrating with Intelligent Contacts, we are providing a comprehensive platform that meets the unique needs of these industries.”

How AI Backed Call Analytics Systems are Changing Sales/After Sales and Customer Support?

1. Boosting Sales Conversions:

2. Improving Customer Segmentation:

3. Predictive Analytics:

4. Automating Routine Queries:

5. Enhancing Agent Training:

6. Sentiment Analysis:

7. Efficient After-Sales Service:

8. Data-Driven Decisions:

Examples of Brands Using Call Analytics Systems

1. Amazon Connect:

2. Cisco Webex Contact Center:

3. IBM Watson:

4. Microsoft Dynamics 365 Customer Service Insights:

5. Five9:

Conclusion

Generative AI–powered productivity enhancements and cost savings could boost retailers’ already thin margins

Personalized shopping initiatives, such as AI-powered conversational shopping assistants, could increase a retailer’s revenue by 5-10%

AI tools for content generation, software development, and employee support can increase productivity by up to 25-40%

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

95% of shoppers have abandoned their cart

63% of shoppers say delivery choice is the most important factor when shopping online

High delivery costs compel 62% of shoppers to abandon purchases

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Una Software announces the commercial launch of its applied revenue intelligence software, enabling sales, marketing, customer success and finance to work together as a unified revenue team for faster, more profitable and sustainable growth.

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

New integration offers customers automated tax compliance, reporting tasks and field service management capabilities for greater efficiency

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Ducky’s Machine Learning Technology Surfaces Answers, Unlocking Support Agents’ Problem-Solving Superpowers

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Sagetap uses AI to match tech executives with the optimal software vendors. Thousands of tech executives from organizations like Nvidia, JP Morgan Chase, Kaiser Permanente, and AirBnB use Sagetap to find the best and most relevant new SaaS tools to adopt.

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Write in to psen@itechseries.com to learn more about our exclusive editorial packages and programs.

Popular Posts

Follow Us

About Us

Quick Links

Visit Out Other Sites

Follow Us

Interested in our Customized Editorial Services?

Please fill your details and we'll get in touch with you!