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Audiens Expands Technology Partnerships With Mailchimp and Adjust

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October 16, 2019

Addition of Mailchimp Advertising Channels and Adjust In-App Event Tracking Makes It Easier for Brands to Improve Their Omni-Channel Communication.

Audiens, a leading data management company, announces two new partnerships. The Audiens Customer Data Platform (CDP) works with Mailchimp to send personalized e-mails based on audience segments created on the platform; and with Adjust for simple, fully automated collection of in-app customer events.

The Audiens CDP makes it easy to activate precise audience segments on all the main digital advertising channels: Facebook for social media campaigns; Google for SEM; and DSPs for display advertising (including DV360, Xandr, The Trade Desk and many more). The addition of Mailchimp makes it simple to deliver relevant communications to precise customer segments using the world’s most popular e-mail marketing service.

Partnering with Adjust, the industry leader in mobile measurement, fraud prevention and cybersecurity, further simplifies the transfer of in-app events into the Audiens platform. Customers using the Adjust SDK can now automatically transfer any data collected by the mobile app to the Audiens Customer Data Platform, without the need for any development work or changes to their app.

These additions further reinforce Audiens’ ability to make the new wave of smart marketing incredibly simple and cost effective. Audiens ensures any company can precisely capture every single aspect their customer journey (on web, in-app, across CRM or Point of Sale and more), without complex technical implementation. Audiens automates the delivery of targeted advertising and communication to precise audience segments through all leading marketing channels.

“Audiens has always invested in data portability. Our goal is to provide the simplest solution for organizing and segmenting customer data from any source, allowing it to be quickly and cost effectively activated on all the popular marketing channels,” said Marko Maras, CEO of Audiens. “Welcoming Mailchimp and Adjust to our platform significantly improves the performance of our customers campaigns and further reduces their acquisition costs“.

Audiens is a true Customer Data Platform (CDP), designed to be completely implemented and used by the entire marketing team – no complex or costly IT involvement required.

Appy Pie’s Live Chat to Enhance Customer Support and Lead Generation for Small Businesses

Abhishek Upadhyay

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October 16, 2019

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Appy Pie’s Live Chat to Enhance Customer Support and Lead Generation for Small Businesses

AI-powered Live Chat System Integrates Easily with Web and Mobile Apps

Using AI to improve customer service, Appy Pie has launched its Live Chat software recently. The software is built to integrate easily with both websites and apps. Using this, businesses will be able to provide their customers with instant answers and real-time support. The Live Chat support helps companies convert likely clients into paying customers by interacting via a user-friendly interface.

The interface of Appy Pie’s Live Chat is designed in a way so that the visitors do not feel intruded at any moment. The Live Chat software will function as a customer support executive and will assist the visitors with their queries so as to effectively gain their trust. Appy Pie’s CEO, Scot Small quoted, “Live Chat support is an essential part of customer support. The industry is moving towards live chat systems owing to the successful establishment of online-only transactions and a plethora of online services for the customers. With Appy Pie’s Live Chat, we wish to provide efficient solutions for small businesses and aid them in improving overall customer experience.”

Will Help SMBs Improve Lead Generation

Scot also added that Appy Pie’s Live Chat interface is so simple that it makes sure the users and operators can use it easily, thereby resulting in enhanced customer support. Appy Pie has already established itself as an unparalleled leader in the mobile app industry wherein it allows anyone without technical knowledge to transform their app ideas into reality.

A simple drag and drop interface lets you create a sophisticated Android or iOS application. The company also provides an excellent website builder. The latest twist to its DIY app builder comes in the form of a Live Chat formula that will help businesses to improve their lead generation efforts and offer improved customer satisfaction.

Zoho offers an advanced live chat application named SalesIQ that can be integrated with a number of applications. It provides a superior means to drive engagements and offer support. Businesses can even modify the look and feel of the interface. In addition, Zendesk Chat, Acquire Live Chat, LiveChat, and Olark Live Chat are some of the renowned players in the arena.

Read More: Why Is Sales Enablement Important?

Feeling Competitive? Chorus.ai’s State of Conversation Intelligence Report Immediately Shows How Your Sales Team Stacks Up Against Other World-Class Organizations

STS News Desk

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October 16, 2019

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Feeling Competitive? Chorus.ai’s State of Conversation Intelligence Report Immediately Shows How Your Sales Team Stacks Up Against Other World-Class Organizations

Conversation Intelligence Leaders’ Twice-Annual Report Offers Insights to Help Sales Teams Close More Deals, Successfully Coach Employees

Chorus.ai, the Conversation Intelligence Platform for high-growth sales teams, announced findings from the 2020 State of Conversation Intelligence report to show what a good sales call looks like at each stage of the cycle. The report summarizes data from more than 300 companies and 5 million recorded sales calls transcribed and analyzed by Chorus between January and June 2019.

The report provides industry benchmarks for sales leaders, managers and client success teams to compare and improve upon their own metrics and strategies.

Some findings are counterintuitive to what a sales professional might feel or believe in the day-to-day; for example, competitors are mentioned more in discovery meetings in closed won deals (5-6 times) than lost deals (3 times). The more the competitor is mentioned in early-stage conversations the better, because it means prospects are more educated and purchase-ready. Whereas, the mention of competitors in late-stage discussions is a red-flag and can lead to deals-lost. Therefore, sales representatives should embrace the discussion around competitors early on, rather than fear it.

“Our sales coaching has taken on a new life after using Chorus’ State of Conversation Intelligence Report,” said Mike Faber, Leader Manager Enablement, Zoom. “We use the report for rep and manager training by showing stats about engaging moments, questions and by showing managers what the standard coaching behavior was.”

Additional findings and opportunities include:

Closed Won and Closed Lost deals take nearly the same amount of time to complete, with one key difference. The average Closed Won deal was 96 days, with Closed Lost being 87 days long. The key: lost deals had four fewer days dedicated to the discovery phase. If your sales representatives are spending months on a deal only to lose it, check the length of their discovery period to ensure the research is as robust as possible.

Successful cold calls are long, but with less representative talk-time than expected. The average cold call lasts 132 seconds, but the most successful calls last 7.5 minutes. The representative talk time on cold calls that convert to the next stage is less than half the total time (or 44%) and successful calls create engaging moments which also leads to prospects asking 2-3 questions. Managers and sales representatives need to coach and self-coach to ensure their talk-track is confident, controlled and able to span multiple minutes, while being focused on asking open-ended questions that drive engagement with the prospect.

Managers invest time and coaching later than they should. The report finds that 60% of managers coach late-stage deals, but alternatively, top managers also coach 63% of early-stage deals and garner 30% higher win rates by doing so. Managers who assist earlier in the process shouldn’t be seen as micro-managers, but instead viewed as a coach who develops representative skills throughout the entire deal cycle. Coaching shouldn’t only be for the deal but for the representative to learn and apply for more deals-won in the long term.

“Highly successful sales teams are data-driven and coached consistently and with intention. The data gleaned from Chorus’s research proves the importance of continued professional development,” said Natalie Severino, VP, Marketing at Chorus.ai. “The State of Conversation Intelligence Report provides anyone, wherever they are in their career, an opportunity to gauge and align their own metrics against the most successful teams in the industry.”

Chorus.ai is the No.1 Conversation Intelligence Platform for high-growth sales teams. Founded in 2015, Chorus.ai’s Conversation Intelligence Platform identifies and helps teams replicate the performance of top-performing reps by analyzing their sales meetings. These insights serve as the foundation of an effective coaching strategy for sales and customer success teams and provide insight into the voice-of-the-customer across the entire organization. Customers like Zoom, Outreach, Qualtrics, Adobe, and GitLab ramp new hires to productivity 30-50% faster and see an increase in quota attainment from 20-to-100%. Chorus.ai is headquartered in San Francisco, with offices in Tel Aviv and Boston.

Seismic Launches Seismic University for Customers to Build Sales Enablement Skills and Deliver Platform ROI

STS News Desk

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October 16, 2019

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Seismic Launches Seismic University for Customers to Build Sales Enablement Skills and Deliver Platform ROI

On-Demand Resources and Live Courses Designed to Help Develop Sales Enablement Best Practices

Seismic, the recognized leader in sales and marketing enablement, has launched Seismic University, a robust customer-focused learning program. Seismic University is designed to inform, educate, and standardize the best practices of sales enablement by delivering quality educational experiences. The program was created to give sales and marketing professionals the resources they need to optimize their use of Seismic and drive an even greater return on investment on their sales enablement programs.

According to CSO Insight’s Sales Enablement Grows Up: 4^th Annual Sales Enablement Report, 61 percent of study participants reported having a sales enablement function established at their company. Seismic University courses have been specifically crafted to help a growing number of companies implement programs and processes that expedite the results and outcomes they experience from sales enablement strategies.

Seismic University will offer customers access to on-demand interactive eLearning and video resources, live instructor-led courses, and virtual-led sessions. Whether users are new to Seismic or sharpening their skills, Seismic University offers blended learning options for every maturity and skill level. Courses are self-paced and allow users to establish a mastery of the Seismic platform, efficiently onboard team members through guided learning paths, and deliver on key business objectives and revenue goals.

“I was really impressed with the Seismic University subject matter and course options,” said Karen Heitke, Sales Enablement Communications Consultant, CUNA Mutual Group. “I like the categories of like-content, the learning paths, and the content itself was great. Seismic University is going to significantly help customers with training and education needs.”

Seismic University completes a well-rounded learning offering for customers. In addition to the variety of learning modalities supported through University, customers can also take advantage of:

Seismic Community, a secure social learning destination for customers to connect with other users, industry peers, and Seismic experts. Customers can also participate in the product idea exchange and offer feedback and requests on Seismic products
Seismic Shift, the enablement event of the year, that brings together forward-thinking sales and marketing leaders. Seismic Shift is taking place November 5-7, 2019 in Carlsbad, CA

“As category leaders, it’s our duty to not only ensure customers have the resources they need to use the Seismic platform to its full ability, but develop a winning go-to-market strategy with sales enablement,” said Doug Winter, Co-Founder and CEO, Seismic. “The sales enablement profession is growing and maturing as the business value of these strategies becomes more apparent, and using solutions like Seismic can give them the tools they need to deliver on their goals. Whether it’s through Seismic’s sizable customer success team or Seismic University, our customers can now lean on our industry expertise to help them close more deals and grow in their careers.”

Artificial Solutions and Mobinology Announce Partnership Agreement

Sales Engagement

STS News Desk

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October 16, 2019

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Artificial Solutions and Mobinology Announce Partnership Agreement

Artificial Solutions , the leading specialist in enterprise-strength conversational AI, announced a new partner agreement with Mobinology, one the leading AI service providers in China’s special administrative regions (SAR) of Hong Kong and Macau.

With an established presence in delivering chatbot applications to enterprises in the area, Mobinology brings a high level of expertise in building and deploying conversational applications. Together, with Artificial Solutions’ advanced conversational AI development platform, Teneo, the two companies are ideally positioned to take advantage of the growing demand for natural language interfaces.

“Indications such as China now outstripping the US in the smart speaker market demonstrate how fast the conversational AI landscape is changing,” says Chris Tew, VP Asia Pacific Region for Artificial Solutions. “The need for conversational AI applications that deliver meaningful customer experiences has never been greater and we welcome the opportunity to work with a company of Mobinology’s caliber to help enterprises maximize the potential of the technology.”

The relationship will allow Mobinology to use Teneo to develop enterprise-strength conversational AI applications for a wide range of industries. Teneo differentiates itself from competitive products by providing a humanlike conversational experience while providing businesses with the features and capabilities needed to scale applications easily across channels, devices and geographic regions.

Combined with its ability to integrate into other emerging technology such as Robotic Process automation (RPA) and mixed reality, Teneo is ideally suited for use throughout an entire organization from customer service applications to human resources.

“The conversational AI market is maturing,” says Kenneth Chung, Head of Sales & Co-Founder of Mobinology. “Enterprises want conversational AI technology to not only increase customer satisfaction but to also be able to scale easily as the business grows. Working with Artificial Solutions allows us to help organizations meet those demands.”

Geopointe Announces Mobile Workforce Management Advances in Application on Salesforce AppExchange, the World’s Leading Enterprise Cloud Marketplace

STS News Desk

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October 16, 2019

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Geopointe Announces Mobile Workforce Management Advances in Application on Salesforce AppExchange, the World’s Leading Enterprise Cloud Marketplace

Geopointe Customers Now Benefit from Enhanced Tablet User Experience, Search Along Routes, Sharing Routes, and Support for Larger Route Optimization

Geopointe announced it has updated its application for mapping, routing, analytics, and geolocation on Salesforce AppExchange, providing customers new capabilities in the core product that make it easier for mobile sales and service teams to do their job better, faster, easier and ultimately increase customer success.

Sales and service workers need technology that is easy, intuitive, and addresses their most pressing needs while in their territories and in front of customers. With Geopointe’s latest release, an enhanced tablet experience saves time by streamlining important work activities. Inspections, site visits, deliveries, account meetings, and/or sales calls in Salesforce occur with ease. Route sharing and larger route optimization improve team-based territory work. This release enables the mobile worker to spend more time delivering excellent customer experiences and less time driving and entering data.

Highlights of the latest Geopointe release include:

Enhanced mobile tablet experience for better productivity and efficiency
Improved route and folder sharing to schedule and collaborate with team members
Significantly improved route optimization so that teams can address larger and longer scheduled routes and work plans
New “Search Along Route” functionality to limit a search to an area that’s easily reachable along an existing route
Runs natively within Salesforce across devices with the same powerful searching, routing and scheduling capabilities whether in the office or on the road
Native Salesforce solution running within a customer’s own Salesforce system

More information about the release is available in Geopointe’s release webinar or in release notes on the Geopointe support website.

“Geopointe on AppExchange can deliver a productivity boost that allows a mobile sales or service professional to see more customers and provide a better experience while doing so,” according to Scott Hemmeter, CEO and founder of Geopointe. “We’ve directly addressed several important trends in mobile workforce management with this release. Coordination among larger teams, easy and intuitive access to information, and other capabilities to empower the mobile worker while in the field are all important to our customers.”

“We are excited that Geopointe is continuing to innovate their mapping, routing, and geolocation solution on AppExchange to provide better experience and success for customers,” said Woodson Martin, GM of Salesforce AppExchange. “AppExchange is constantly evolving to meet the needs of our customers, and we love watching our partners evolve alongside us.”

The Top Four Messaging Channels in Customer Care and How to Select the Right One

Guest Authors

Julien Rio

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October 16, 2019

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The Top Four Messaging Channels in Customer Care and How to Select the Right One

As part of customers’ communications shifting to digital, messaging is one of the fastest growing channels: 67% of people now expect to use messaging apps to talk to businesses.

To accompany this trend, GAFAs are opening new business messaging channels such as WhatsApp Business Solution and Apple Business Chat. While they may look similar at first glance, each of them have their specifics in terms of user base, features, entry points…

We have gathered the top 4 messaging channels to help you understand their specifics and choose the right one(s) to engage with your customers.

Facebook Messenger

With 1.3 billion users worldwide, Facebook Messenger is one of the most used messaging channels. It helps people around the world connect easily, with features such as text messages, video chat, group conversations and voice calls.

In 2016, Facebook Messenger was the first messaging channel to open to businesses. At that time, companies already had a presence on the social network through business pages, mostly used for Marketing purposes. Customer interactions were happening in public (through comments or wall posts), making it harder to solve issues and presenting more risks for the brand image.

Messenger opened the way for companies to talk with customers in a private way, enabling to share confidential information. Messenger for Business is now a major customer care channel, with 20 billion messages sent between people and businesses every month and 300,000 active Messenger bots on the platform.

Facebook encourages the use of Messenger as a customer care channel with features like Messenger Customer Chat. This embeddable plugin offers customers the ability to initiate a conversation while browsing a company’s website. Unlike live-chat, it keeps the conversation history, allowing to continue the interaction via desktop or mobile.

Key Facts:

3 billions users worldwide
First messaging channel available to businesses in 2016
Cross device (desktop, mobile)

Why Choose It?

Multiple entry points: Facebook pages, Messenger search, website buttons
Messenger Customer Chat: similar experience as live-chat while keeping the conversation history
Open Platform allowing to customise the experience (chatbots, APIs)

Apple Business Chat

Apple Business Chat is a feature enabling customers to interact with brands through the Messages app from any Apple device (iPhone, iPad, Mac, Apple Watch). Deeply integrated in the Apple ecosystem, Apple Business Chat allows to initiate conversations from apps such as Safari, Maps, Spotlight, and Siri.

One of its main advantages is that it does not require any installation: Messages is the default app for sending texts or iMessages from all Apple devices.

Apple built native features making the customer experience better on this channel such as scheduling appointments, choosing options (color, size…) or complete secured payments via Apple Pay.

“Chat Suggest” is a new feature of Apple Business Chat, helping call deflection. When customers tap on a phone number using Apple Business Chat, they will see a “Message” button. This encourages them to use messaging rather than phone calls to contact the company, helping to get a more seamless experience and faster resolution.

Key Facts:

3 active iOS devices worldwide, on which the Messages app is installed natively
Native use from Apple devices exclusively, cross device

Why Choose It?

Entry points within Apple ecosystem (Siri, Spotlight, Safari, Maps…)
Strong emphasis on privacy with end-to-end encryption and no sharing of private information (name, phone number) with companies
Native features to improve the experience (appointments, list picker, Apple Pay)
Call deflection with the “Chat Suggest” feature

WhatsApp Business Solution

WhatsApp has 1.5 billion users worldwide sending 65 billion messages daily via the app. WhatsApp allows to send a variety of media: text, photos, videos, documents, location and voice messages. The app ensures confidentiality: all messages are secured with encrypted end-to-end, meaning that no third party can access it.

The WhatsApp Business Solution enables companies to adopt this channel with an official business account and manage large volumes of interactions.

Customers can opt-in to start a conversation with businesses who then have 24 hours to reply. To answer after that initial period, companies will be charged with a fixed rate by country per message sent. With this approach, WhatsApp encourages companies to provide quick answers and adapt to customers’ expectations on messaging channels.

Key Facts:

5 billion users worldwide
Official business accounts
Cross device (with mobile app staying active)

Why Choose It?

The least uninstalled app on Android
End-to-end encryption to ensure data privacy
Can be used for call deflection

In-App Messaging

Thanks to In-App Messaging, companies can integrate into their mobile applications a messaging interface, similar to the Facebook Messenger and WhatsApp ones. It includes features such as media sharing, emojis, voice messages. Unlike external messaging apps, the interface can be customised by the brand (visual identity, identification with customer account) and it doesn’t require customers to leave the app.

Another advantage is that the brand has a full control over the experience and customer data. When the user is logged into his account, it is possible to retrieve more easily all customer information, contributing to faster resolution.

A brand application is a large investment for companies, and getting an ROI on it is a major challenge. Thanks to In-App Messaging, companies add more features to their app, encouraging users to keep it over the long term.

Key Facts:

Messaging system integrated into the brand’s app (via Source SDK)
iOS and Android compatible

Why Choose It?

Smooth and native experience within the brand’s app
Control over the experience and data
Customer identification giving access to their information, contributing to faster resolution
Increases the app stickiness

Conclusion

Gartner predicts that by 2022, phone conversations will make up merely 12% of customer service interactions – vs 41% in 2017. The use of digital channels is already growing quickly, and messaging channels are becoming essential for adapting to customers’ preferences.

After defining which channels are right for your strategy, think about how to integrate them in the customer journey. To process large volumes of interactions on multiple messaging channels, it is necessary to centralise their management. With an Omni-digital customer engagement platform, your agents answer enquiries on multiple channels from a single interface, increasing productivity and reducing response time. Moreover, when new messaging channels are rolled out for companies, you will be able to integrate them smoothly into your strategy.

Infutor Takes on Programmatic Market with New TruthSet Digital Device Graph and Digital Suite of Solutions

STS News Desk

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October 15, 2019

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Infutor Takes on Programmatic Market with New TruthSet Digital Device Graph and Digital Suite of Solutions

Consumer Identity Management Expert’s New Digital Onboarding, Crosswalk and Personalization Solutions

Consumer identity management expert Infutor launched its Digital Solutions Suite, powered by its new TruthSet Digital Device Graph. Attempting to solve the challenges facing the programmatic market, Infutor’s Digital Solutions link privacy-compliant digital identities with offline attributes for enhanced marketing applications including crosswalk, onboarding and segmentation and personalization strategies.

“Today’s marketers need alternatives to browser-based cookie tracking to be able to effectively onboard and link digital and offline profiles, segment their audiences and personalize communications to reach relevant consumers in real time,” said Gary Walter, CEO of Infutor. “We are excited to introduce our Digital Solutions Suite as it will enable market-enhancing onboarding and crosswalk cross-device linking with privacy compliant digital profiles that marketers can leverage to extend reach and deliver personalized messaging and offers that drive increased conversion.”

Infutor’s Digital Solutions Suite, including Digital Onboarding, Digital Crosswalk and Digital Personalization, is powered by Infutor’s new TruthSet Digital Device Graph. This digital source of truth is based on linking Infutor’s one billion privacy-compliant email identities with 320 million digital devices and 2.3 billion privacy-compliant mobile ad ID and hashed email pairs with the Infutor Identity Graph’s originally-sourced deterministic, authoritative and permissible data.

With Infutor’s Digital Onboarding solution, marketers and platforms can digitize audiences creating a safe harbor which eliminates the need to ingest personally identifiable information (PII) into their platform. Infutor’s on-demand API returns privacy compliant digital and mobile identities in sub-second time enabling agencies, marketers, brands, and platforms to extend their reach and drive personalized messaging to consumers at critical points in their purchase process.

To link device usage at the individual and household level, Infutor’s Digital Crosswalk uses digital identities such as hashed emails or mobile ad IDs (MAIDs) to match MAIDs to hashed emails and vice versa. This solution exponentially increases marketing reach and segmentation by adding any associated MAIDs, hashed emails and demographics per digital identity to maximize digital onboarding match rates and improve personalization.

Infutor’s Digital Personalization solution allows marketers to use anonymous digital identities to optimize online marketing with essential demographics including offline attributes such as age, income and gender. This solution enables marketers to optimize and segment audiences in a privacy compliant/anonymous way.

The use of digital identity markers such as MAIDs and hashed emails is on the rise as more brands are looking at alternatives to third-party cookies and privacy compliant ways to reach consumers in the wake of new privacy regulations. As Forrester analyst Fatemeh Khatibloo recently pointed out in her June 26, 2019 report, “Make Privacy A Competitive Differentiator: The Customer Trust And Privacy Playbook,” “When providing more relevant data to businesses, consumers can better control the flow of marketing, helping to ensure that they actually see the messages they’re interested in on the devices and media they most engage with.”

Infutor’s identity resolution services help verify and complete inbound fractional consumer identities on demand; then complete and enhance customer profiles with deterministic offline attributes and segmentation data including segmentation clusters for highly predictive analytics initiatives. Infutor empowers omnichannel marketing by providing data that customers can use across all digital and social platforms.

Talkdesk Zoom Integration Creates Customer-Centric Contact Centers

STS News Desk

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October 15, 2019

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Talkdesk Zoom Integration Creates Customer-Centric Contact Centers

Zoom Integration Through Talkdesk Enterprise Cloud Contact Center Brings Organizational Unity and Fosters Seamless, Cross-Department Collaboration

Talkdesk, Inc., the cloud contact center for innovative enterprises, is enabling contact centers to be more customer-centric with Talkdesk Zoom integration. This contact center software integration expands the pool of available employees to include departments and expertise outside of the traditional contact center, offering precise support matching for each customer’s particular needs. Talkdesk Zoom integration is pivotal to increasing operational efficiency and improving a contact center’s focus on the customer.

“We’re proud to have Talkdesk join our contact center program so we can offer companies a seamless and efficient phone experience across the entire organization,” said Eric Yuan, chief executive officer, Zoom.

With Talkdesk Zoom integration, contact centers can combine Zoom Phone for voice and video communications with the power of Talkdesk in a seamless experience that allows them to make and receive calls through a single voice channel throughout their organization. Existing phone numbers from Zoom Phone can be used with Talkdesk, meaning Zoom Phone customers retain their provider while leveraging the full suite of Talkdesk products available. Talkdesk Zoom customers maintain a consistent, single telephony provider and avoid the additional expense of routing calls between multiple carriers. Talkdesk Zoom integration adds value to communication efforts by providing quick and efficient session initiation protocol (SIP) trunk peering and intuitive call routing for consistent user experience, increasing productivity with a more efficient experience that contributes to the overall improvement of the customer journey.

“Product integrations are key to the future success of contact center platforms. Through its direct integrations such as Zoom, and product add-on options through AppConnect, it is making it easier for customers to access enhanced capabilities and benefits. With Talkdesk Zoom integration, customers can leverage best-of-breed solutions for their business communications,” said Blair Pleasant, president and principal analyst, COMMfusion.

Talkdesk Zoom integration offers a unified and seamless experience between contact centers and unified communications (UC) platforms, unlike solutions that rely on traditional approaches where premises-based UC and contact center platforms are by nature separate. The integration of disparate systems through it and Zoom reduces costs and frustrations by easily connecting between contact center operations and unified communications.

“Talkdesk Zoom integration is another exciting innovation we’re introducing to the contact center industry as we constantly strive to be ahead of the curve,” said Tiago Paiva, chief executive officer. “Easily connecting agents with the enterprise and eliminating the conventional front-office and back-office divide offers seamless customer experience and creates a truly customer-centric business.”

Pega Accelerates AI Implementations With New Step-by-Step Guidance Built Directly Into Software

STS News Desk

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October 15, 2019

1

Pega Accelerates AI Implementations With New Step-by-Step Guidance Built Directly Into Software

Next-Best-Action Designer Simplifies Customer Decision Management with Guided Best Practices to Help Enterprises Drive More Relevant Customer Interactions

Pegasystems Inc. , the software company empowering digital transformation at the world’s leading enterprises, announced Next-Best-Action Designer – an intuitive AI configuration wizard that makes it fast and easy for business users to optimize customer experiences across all channels. With step-by-step guidance rooted in proven best practices, this new Pega Customer Decision Hub capability removes the complexity inherent in creating and deploying advanced customer decisioning models to help organizations generate value faster and with less risk.

Any serious customer-oriented business needs to harness the power of AI to better connect with customers. But configuring AI for the enterprise can be highly complex. Few AI solutions come with any practical guidance for design, activation, or optimization – which is especially important with best-in-breed technology stacks rife with components that were never designed to work together. Most organizations rely on expensive and hard-to-find data scientists for support, and this still doesn’t always yield success. Analyst firm IDC recently reported that most organizations experience some level of failure in their AI projects – with one quarter of the failures rates reaching up to 50% – due primarily to a lack of skilled staff.

As the primary interface to Pega Customer Decision Hub, Next-Best-Action Designer democratizes AI by giving any businessperson the power to design and deploy optimized decisioning strategies themselves. The software walks users through a guided configuration process with built-in best practices and guardrails based on years of successful decisioning implementations for the world’s most sophisticated organizations. Once deployed, Pega Customer Decision Hub analyzes individual customers, interprets their intent, and executes the next best action in real time. This can ultimately drive more relevant conversations, increase customer loyalty, and supercharge revenue and profit.

Available today, Next-Best-Action Designer makes AI accessible to any business user through powerful features, including:

Fool-proof configuration – Next-Best-Action Designer takes AI out of the labs and into the hands of customer experience practitioners. A wizard-like interface puts users on a fast path to AI success. Step-by-step guidance with proven best practices and guardrails is baked directly into the software. This helps users avoid common mis-steps, such as focusing on segmentation rather than one-to-one marketing, not using common strategies for both inbound and outbound targeting, or inadvertently mixing eligibility rules with propensity models to skew customer relevance scores.
Advanced engagement policy controls – Pega gives users full control over the engagement rules governing their omnichannel strategies from within a single interface. They can create and manage everything from business structures, volume limits, and channel constraints, to contact policies, customer eligibility, and suitability for specific actions or offers.
Precision AI arbitration model tuning – By configuring the arbitration logic in a centralized Next-Best-Action Designer tab, users can seamlessly balance the key factors used by the Pega Customer Decision Hub to make complex decisions – such as weighted context indicators, propensity scores, and customer lifetime value projections. After blending these factors to the user-defined specification, Pega AI ranks the best possible actions for each unique customer in any given situation and then acts on it.

Pega Customer Decision Hub serves as an always-on “brain” providing centralized AI across all customer touchpoints to optimize every interaction and maximize customer value. Its predictive analytics and customer decision management enables organizations to surface unique insights and recommend the next best action in real time on every step of the customer journey – from marketing to sales to customer service. Pega Customer Decision Hub provides the AI power across the unified Pega Infinity digital transformation software suite, optimizing customer engagement and operational efficiency from end to end.

Will Help SMBs Improve Lead Generation

Additional findings and opportunities include:

Facebook Messenger

Key Facts:

Why Choose It?

Apple Business Chat

Key Facts:

Why Choose It?

WhatsApp Business Solution

Key Facts:

Why Choose It?

In-App Messaging

Key Facts:

Why Choose It?

Conclusion

Available today, Next-Best-Action Designer makes AI accessible to any business user through powerful features, including:

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