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Trustpilot Launches ‘Review Insights’ Providing Smarter Intelligence from Customer Feedback

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AI and machine learning give deeper insights beyond star ratings, allowing businesses to spend more time on improving and innovating for their customers

Trustpilot announced the launch of Review Insights. Created to help businesses gain deeper and smarter intelligence from their customer feedback, Review Insights uses Artificial Intelligence and machine learning technologies allowing businesses to understand the nuances of customer feedback beyond any given star rating. The new tool will initially be available in English speaking markets, with additional languages to be added later in the year.

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Single customer reviews can sometimes be written with a mix of both positive and negative experiences, despite the awarded star-rating. Such distinctions and trends can be difficult and time intensive for businesses to recognise. Trustpilot’s Review Insights automatically sorts reviews for any business by topic area, instantly identifying how customers feel about the service they’ve received. From customer service and price to website experience, delivery and beyond, trends and areas for improvement can be easily identified through an aggregated sentiment score. An additional sentiment heatmap also provides a simple visual aid allowing businesses to understand more of the nuances behind the star rating.

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An intelligent filtering system also allows businesses to quickly find the information they need to act upon with the ability to filter by date range, tags, star ratings, positive and negative sentiment and keywords.

Ramin Vantamparast, CPO, Trustpilot said, “Review Insights uses artificial intelligence to handle the heavy lifting of pulling insights from your reviews, highlighting trends and customer pains automatically. Now businesses can spend less time finding customer issues and more time, solving these issues and improving their business. This product is the first of many new features we’ll be presenting this year giving businesses even greater understanding of what their customers are saying, so they can improve and innovate. Our products will continue to help us on our mission to create ever-improving experiences for everyone.”

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Qlik Acquires CrunchBot and Crunch Data to Augment Conversational Analytics Capabilities

AI-powered Natural Language Bot and Specialist Services Will Help Drive Analytics Adoption, Customer Success and Data Literacy

Qlik announced it has acquired the CrunchBot AI-powered analytics bot along with Crunch Data Inc.’s experienced team of AI and solution development professionals. Now users can interact with and understand their data using natural language through Qlik Sense and within leading collaboration tools such as Slack, Skype, Salesforce Chat and Microsoft Teams. This expands Qlik’s existing augmented intelligence and cognitive capabilities by delivering additional conversational analytics built leveraging Qlik’s platform and open APIs.

“Bringing CrunchBot and Crunch Data into Qlik will help users more easily inject data regularly into workflows, making analytics an essential element in daily collaboration and decision making,” said Mike Capone, Qlik CEO. “Qlik continually looks for new ways to deliver augmented intelligence to users and improve data literacy. These acquisitions help expand the ability of our customers and partners to leverage data and insights where work happens, increasing the value of both data and the organization.”

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According to Gartner, “By 2020, 50% of analytical queries will be generated via search, NLP or voice, or will be automatically generated”.(1) Qlik’s customers already benefit from augmented intelligence and natural language search capabilities within Qlik, and CrunchBot expands and extends those capabilities through a conversational, natural language interface.

CrunchBot works uniquely with Qlik, bridging the gap between visual discovery and conversational analytics. As a Trusted Extension Developer (TED) accredited solution, validated by Qlik for quality and functionality and built upon Qlik’s open API framework and Associative Engine, CrunchBot enables users to:

  • Ask questions in a conversational manner through the Qlik Sense UI or popular collaboration tools such as Slack, Skype, Salesforce Chat and Microsoft Teams;
  • Explore and ask questions of their data through voice interaction with integration to services such as Amazon Alexa;
  • Receive robust answers and insights including additional context with auto-generated charts, interpretations, key drivers, period-over-period calculations and predictions for measures;
  • Seamlessly dive directly into Qlik Sense analytics apps based on the results, with the context (selection state) retained;
  • Leverage unique Natural Language Processing (NLP), which automatically trains itself and tracks user inquiries over time, and Natural Language Generation (NLG) which delivers insights for not only what is happening, but also why – and where to go next.

Unlike standalone search products, this approach offers the best of both worlds – allowing users to enter an experience conversationally and then transition to visual exploration for deeper understanding and discovery. Qlik customers and partners will see increased analytics adoption and user data literacy with a faster and easier way to ask questions, generate insights, and make data-driven decisions with CrunchBot.

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Crunch Data will help drive analytics adoption and customer successes, integrating immediately into Qlik’s existing customer success organization to expand Qlik’s ability to deliver value-added and managed services. The Crunch Data team, a mix of offshore development and U.S.-based AI professionals, has a strong track record of successful project engagements with brands like Century Link and Hortonworks.

“Qlik is the analytics leader in bringing augmented intelligence and machine learning to enterprise users,” said Nish Patel, CrunchBot CEO and Crunch Data Co-Founder. “We’re thrilled to become part of the advanced capabilities that Qlik continues to bring to market, helping enterprise customers realize the bottom-line value of making it easier for their employees to converse with data.”

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CrunchBot is immediately available to customers through Qlik today, and will be licensed as a value-added solution to the Qlik Sense platform. To be named the Qlik Insight Bot, this new product will be available alongside Qlik’s existing Insight Advisor capability and will be further integrated with the Qlik cognitive engine to deliver even more value to our customers.

Snowflake Named a Leader in Gartner Magic Quadrant for Data Management Solutions for Analytics

Snowflake improved its position on the ability to execute and completeness of vision axes in the Magic Quadrant compared to the previous year

Snowflake Computing, the data warehouse built for the cloud announced that Snowflake has been positioned as a Leader in Gartner’s 2019 Magic Quadrant for Data Management Solutions for Analytics report.

Snowflake’s zero-management, cloud-built data warehouse equips today’s organizations with unique and powerful features to get all the insight from all their data by all their users. These features include Secure Data Sharing (without moving or copying data), instant elasticity, per-second pricing, and the ability to deploy on multiple clouds. Snowflake expects these and other product attributes to continue to enable modern data management, data warehousing and data analytics.

According to Gartner, “The Leaders quadrant includes a mix of traditional large vendors that have, in general, adapted to the changing market conditions which continue to drive the DMSA market. All of them have a cloud strategy, and all of them have a vision that allows them to address the broader DMSA market beyond traditional data warehousing. Notably, each vendor in the Leaders quadrant has a credible, well-developed strategy for addressing all four defined DMSA use cases, as well as breadth of coverage as defined in Gartner’s DAIM. Within the Leaders quadrant, there is a significant spread of scores in both vision and execution. This reflects different strengths for each vendor regarding where they are focusing their effort and attention. In most cases, the perennial Leaders have capitalized on the “foundational core” strengths, while simultaneously addressing new market demands for innovative pricing models, new deployment models such as cloud, and an increased scope that includes a modern DMSA platform. New entrants to the Leaders quadrant this year exhibit a strong vision, as well as success in executing within this market — as reflected in their customer growth, retention and market mind share.”

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Rob Smoot, Snowflake VP of Product Marketing, believes Gartner’s findings align with Snowflake’s mission to enable every organization to be data-driven. The features that enable and expand Snowflake’s active customer base, which has more than tripled in 2018, are all unique attributes of its cloud-built architecture. Those features combine the flexibility of big data platforms and the instant and infinite elasticity of the cloud, all at a fraction of the cost of other solutions. At the same time, Snowflake harnesses the power of traditional data warehousing with its SQL-based solution. This preserves the tools, knowledge and processes organizations have relied on for years.

“We’re pleased Gartner has recognized Snowflake’s completeness of our vision and our ability to execute,” Mr. Smoot said. “Today, the demand for data-based insights is omnipresent. The Data Economy is growing and organizations want a solution to easily and securely load, integrate, analyze and share all of their data. We believe this report reaffirms our commitment to put customers first.”

Gartner’s report evaluated 19 vendors based on their ability to execute and the completeness of their vision for its Magic Quadrant for Data Management Solutions for Analytics. Gartner’s ability to execute axis comprised seven evaluation criteria: product or service, overall viability, sales execution/pricing, market responsiveness/record, marketing execution, customer experience, and operations. The other axis, completeness of vision, comprised eight criteria: market understanding, marketing strategy, sales strategy, offering (product) strategy, business model, vertical/industry strategy, innovation, and geographic strategy.

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Published in August 2018, Gartner also released a Peer Insights “Voice of the Customer” report, which recognized vendors rated by their customers. The survey used specific measurement criteria such as overall customer rating, as well as overall rating of product capabilities, overall rating evaluation and contract negotiation with the vendor, overall rating of integration and deployment, and overall rating of service and support. In August, and now again in early 2019 after acquiring additional customer reviews, Snowflake has an overall rating of 4.7/5 for the Data Management Solutions for Analytics market based on 72 ratings (as of 22 January 2019).

*Gartner “Magic Quadrant for Data Management Solutions for Analytics” by Adam M. RonthalRoxane EdjlaliRick Greenwald. 21 January 2019.

*Gartner, “Gartner Peer Insights ‘Voice of the Customer’: Data Management Solutions for Analytics Market,” Peer Contributors. 06 August 2018.

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Gartner Disclaimers

Gartner Peer Insights reviews constitute the subjective opinions of individual end users based on their own experiences, and do not represent the views of Gartner or its affiliates.

Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner’s research organization and should not be construed as statements of fact. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

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Xactly Named a Leader in Sales Performance Management by Independent Research Firm

Xactly recognized for deep subject matter expertise and a clear vision for the future of the category

Xactly, a leading provider of cloud-based sales performance management (SPM) software, was named a Leader in The Forrester Wave: Sales Performance Management, Q1 2019 evaluation. The research firm cited Xactly for its deep subject matter expertise, clear vision for the future, and its machine learning algorithm for predicting the probability of sales rep attrition.

“Compensation planning has a profound effect on both sales representative performance and attainment prediction. Whether you are a small business or a multinational corporation, using data to provide an accurate, real-time assessment of your sales department is critical to your bottom line,” said Chris Cabrera, CEO of Xactly. “We believe recognition by Forrester is a validation of the mission we’ve been working towards for over a decade: motivate the next generation of sales leaders and optimize compensation for entire organizations. Looking ahead, there is immense opportunity to invest further in machine learning capabilities and expand compensation planning across verticals.”

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“With 14 years’ experience as an SPM provider under its belt, Xactly brings deep subject matter expertise and a clear vision for the future of the category to its customers,” writes Mary Shea, author of The Forrester Wave™: Sales Performance Management, Q1 2019 evaluation, in the report. “To deliver on that vision, Xactly invests 18% of its revenues in R&D [research and development] and strategic acquisitions to deepen and expand its SPM and adjacent capabilities.”

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Founded in 2005, Xactly has pioneered sales performance management solutions, providing a comprehensive suite of tools that empowers teams to better plan, execute and optimize the entire selling process. Xactly is the industry’s only artificial intelligence platform backed by over a decade’s worth of aggregated sales pay and performance data, and provides rich analytic capabilities to motivate, retain and optimize top sales representatives. Xactly’s customers are among the world’s most recognized brands including the Australia Post, Honeywell, Hyatt Hotels, LinkedIn, Louis Vuitton and Salesforce.

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Segment Launches Segment Select, A New Program To Help Companies Leverage First-Party Data Through Certified Partners

New Program Will Also Help Partners Access Growing Market Opportunity Around Customer Data Infrastructure (CDI)

Segment, the customer data infrastructure company, launched Segment Select, a new program designed to help Channel and Technology Partners easily build and implement solutions for their customers that leverage Segment’s Customer Data Infrastructure (CDI). Segment Select provides partners with technical certification, sales training, dedicated technical support, and personalized co-marketing opportunities.

“The category leaders of tomorrow will be defined by their ability to turn raw, first-party data into consistent and tailored customer experiences,” said Peter Reinhardt, CEO and co-founder at Segment. “Segment’s mission is to deliver the data infrastructure that helps companies put their customers at the heart of every decision. Segment Select helps our customers do this by deepening our engagement with trusted partners, broadening support options, and making it easier to architect, implement, and build on their first-party customer data.”

Helping Partners Solve a $756 Billion Problem

Today’s consumers expect companies to provide highly relevant, contextualized experiences wherever they interact with a business. However, all too often, companies struggle to meet these expectations because they can’t integrate their first-party data effectively. Instead, they rely on legacy CRM and a patchwork of integrations and data pipelines to try to understand and interact with their customers. This failure to consolidate and activate first-party data has real business impact: Accenture estimates that poor personalization and lack of trust from consumers costs U.S. organizations $756 billion annually.

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Segment solves this problem with Customer Data Infrastructure (CDI), a complete and flexible architecture for businesses to gather, manage, and route their customer data to any business unit and any application with just a flip of a switch. As companies look for better ways to integrate their customer data, CDI is set to be a major growth area for system integrators and development firms, as well as any Technology Partner, that want to help brands harness their first-party data and put customers first.

Segment Select helps partners tap into this market opportunity by equipping them with the certification, tools, and expertise they need to help customers implement Segment and its multiple product offerings. The program is open to two types of partners:

  • Channel Partners, such as growth and analytics consultancies, development firms, and system integrators – will be able to grow their revenue by helping clients implement or build on Segment to deliver exceptional experiences informed by first-party customer data. Segment Select empowers channel partners to succeed by providing a comprehensive program of sales training, technical support, and certification.
  • Technology Partners are companies that directly integrate with Segment’s product. Segment Select gives Technology Partners access to technical certifications and support, including a fully-featured sandbox to test software applications. These partners will also have the opportunity to collaborate on sales and marketing initiatives with Segment’s in-house teams.

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Each approved Channel or Technology Partner will have the opportunity to access the following benefits:

  • Sales support and enablement. This includes partner-specific go-to-market opportunities to identify and promote unique partner stories. Activities also include co-selling, custom marketing collateral, a listing on Segment’s website, and a fully-featured Segment test account.
  • Segment certification program. Segment’s new sales and technical certification program provides learning modules to gain expertise in CDI. The technical track covers content including Segment’s data model, tracking plan build process, and implementation. The sales track teaches the Segment value proposition and provides key customer use cases.
  • Dedicated partner team. Partners will have access to a relationship manager that provides technical pre-sales support and on-site, in-person training.

Segment Select has more than 50 partners at launch. Initial Technology Partners include Looker, Braze, Amplitude, Snowflake, and Iterable. Channel Partners for Segment Select include VaynerMedia, BCG Digital Ventures, and Adviso.

Keenan Rice, VP of Strategic Alliances at Technology Partner, Looker said, “Having a consistent pipeline of clean and standardized first-party data from Segment is an extremely valuable and core data set for our customers’ success. Our partnership with Segment provides an out-of-the-box analytics experience on this data so our customers can quickly realize the value of creating a data-driven organization.”

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Tony Pelosi, Product Director at Channel Partner, BCG Digital Ventures, added: “We’ve chosen to offer Segment integration services because Segment solves a clear business problem of reducing the engineering burden for utilizing customer data. With Segment, customers can write analytics code once for a variety of analytics tools, reduce the need for maintaining a data warehouse, and enable easy debugging to investigate issues. The result means more time spent acting on data than building the pipelines to measure it.”

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Hole in the eWallet: Mobile Payment Apps Face Significant Challenges Engaging, Retaining Users, Shows CleverTap Benchmark Report

With 77 percent average churn, immediate value and superior customer experience become critical competitive differentiators

Mobile marketing engagement and analytics platform CleverTap released its latest Industry Benchmarks for Mobile Payment Apps report. Based on the analysis of billions of data points aggregated from over 583 million unique users across 700+ million devices, the results reveal a highly-competitive landscape in which app publishers struggle to move users along the customer journey starting from user onboarding.

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Comparing these results to previous entries in the company’s most recent reports for over-the-top (OTT) media & entertainment apps and travel apps provides a clear demonstration of the greater challenges facing mobile payment app providers today. Key findings include:

  • The average retention rate for mobile payment app users is only 8% after 4 weeks (compared to OTT: 20%, Travel: 48.3%)
  • The average registration time for mobile payment apps is 1 full hour (compared to OTT: 8 minutes, Travel: 18 minutes)
  • On average, 35% of new users engage with mobile payment apps within the first month, on an average taking 12 days to engage (compared to OTT: 26% within 72 hours, Travel: 80% within 44 minutes)

In addition to insights into user behavior throughout the app’s lifecycle, including transitions from one stage to the next, the report also offers guidance on which metrics best indicate the health of the user experience at each stage of the lifecycle.

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“As the market for global payment apps continues to grow, app publishers face incredible challenges when trying to capture – and keep – their share,” said Almitra Karnik, Global Head of Marketing at CleverTap. “We continue to remain focused on helping our customers understand the essential metrics that will enable them to optimize their app’s performance and create a seamless user experience across all touchpoints. Our Benchmark Report for Mobile Payment Apps provides data-backed ‘CleverTips,’ which are specific guidelines to help engage customers at each stage to grow app engagement, retention and revenue.”

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Video Ads Are Most Frustrating to Ad Blocking Consumers, New Report Says

As more consumers use ad blockers, businesses must diversify their online advertising strategies and maintain their website’s user experience (UX) in the face of this disruptive technology

Over half of people who use ad blockers (51%) find video ads most frustrating when browsing online, according to a new consumer survey by Visual Objects, a portfolio website that showcases work from top creative firms from around the world.

About one-third of people (30%) say video ads that interrupt streaming are most frustrating, and 21% find video ads before content loads the most frustrating.

Visual Objects surveyed 500 who use ad blockers to understand how the technology influences consumer behavior.

Growing numbers of consumers are downloading ad blocker extensions to improve their online browsing experience.

The rise in ad blocker downloads signals that consumers are tired of the constant presence of banner and pop-up ads that interrupt their online browsing.

Peoples’ dislike for video ads affects businesses that incorporate video into their websites or use video ads on other websites.

The survey suggests that businesses should avoid disruptive auto-play videos that frustrate users.

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People Use Ad Blockers to Improve their Online User Experience

Nearly half of respondents (47%) use ad blockers because ads interrupt or slow their experience online.

Kyle Deming, founder of the web services firm Wojo Design, says that heavy ads hurt websites’ user experience.

“The sheer volume of ads will actually impact the website experience, particularly the loading time or even functionality,” Deming said.

Ad blockers, however, impact more than just online ads. Ad blockers may accidentally disrupt non-promotional content on businesses’ websites.

Businesses must diversify their advertising strategy and work with web designers and developers to avoid the consequences of ad blockers.

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Desktops and Laptops Are Most Popular for Ad Blockers

Almost two-thirds of people who use ad blockers (64%) do so exclusively on desktops or laptops.

Adam Thompson, a web developer at Fahrenheit Marketing, says this trend is due to the fact that ad blockers are easier to install on desktops and laptops than mobile devices.

For example, Google’s Chrome Web Store offers ad blocker apps that users can easily download and install.

By contrast, mobile ad blocking applications are limited in scope. Mobile ad blockers can only suppress ads on the mobile web. This leaves individual apps, like Facebook’s and YouTube’s, open to ads.

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Ad Blockers’ Popularity Has Grown

Almost two-thirds of people who use ad blockers (65%) have done so for 1 year or more. Since the first ad blockers appeared in 2003, technological advances have made ad blockers more user-friendly and accessible.

Ad blockers are now automatically installed on many operating systems. Google recently announced that it will launch the Better Ads Standard worldwide on July 9, 2019. This standard will automatically remove ads that Google deems “intrusive.”

Visual Objects surveyed 500 people in the United States who use an ad blocker extension when browsing online.

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Atento Appoints Carlos López-Abadía as Chief Executive Officer and Member of the Board

Atento’s Board of Directors has appointed Carlos López-Abadía as new Chief Executive Officer and member of the Board

Atento S.A., the leading provider of customer relationship management and business process outsourcing services in Latin America, and among the top five providers worldwide announces the appointment of Carlos López-Abadía as Chief Executive Officer and member of the Board of Directors. His starting date will be January 28, 2019. Carlos López-Abadía replaces Alejandro Reynal, who steps down as Chief Executive Officer after completing a successful seven year leadership tenure at Atento.

Carlos López-Abadía joins Atento after a successful 30 year career in the technology and consulting industries. Prior to his appointment as Atento’s Chief Executive Officer, he served as DXC Technology’s Vice President and General Manager Consulting, responsible for digital transformation advisory services, including strategic partnerships in the consulting domain. Previously he served as Vice President Global Services for Misys where he led the transformation of the services and software support business and managed a global service delivery network based in major global financial centers and offshore locations. Prior experience also includes, Managing Partner at Accenture and leadership positions at Level 3, McKinsey&Co and AT&T.

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Atento’s Board of Directors stated, “We are very pleased to have Carlos joining our team. A well respected and successful business leader, Carlos brings extensive and relevant expertise in the areas of technology, consulting and digital transformation at the global level. We are convinced he will build upon the successful trajectory of Atento to reach new milestones for the Company, driving value for our clients, our employees and our shareholders. We would like to wish Carlos all the best in his new role as Chief Executive Officer of our Company and once again thank Alejandro Reynal for his leadership tenure at Atento.”

“I am very honored to join Atento and its superb team of talented and dedicated professionals,” stated Carlos López-Abadía. “Atento has an unrivaled commitment to lead the customer experience and business process solutions industry in its markets while driving value for clients and key stakeholders. This commitment expands into the digital age and disruptive business environment in which companies develop their activity today. I am really thrilled to have the opportunity to lead the team into what I am convinced will be another successful chapter for this great Company.”

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Mr. López-Abadía holds an MS in electrical engineering from Purdue University and an MBA from Washington University, where he was a Charles F. Knight Scholar. He has recently been named to the Hispanic IT Executive Council’s HITEC Top 100, Class of 2017-2018, for his career achievements in the ever-changing global landscape of information technology.

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USU Presents Its Latest Customer Service Innovations at CCW 2019

USU‘s unymira business unit is one of the first worldwide to offer voice powered customer service via Amazon’s Alexa. A live demo will be presented at this year’s Call Center World (CCW) from February 19th to 21st in Berlin at unymira’s booth (Hall 3, F4/G3). Unymira offers the most comprehensive omnichannel customer support portfolio including intelligent chatbots, its active knowledge base Knowledge Center, its AI-powered service platform Knowledge Cloud as well as social media support and self-service solutions. A range of expert talks and live presentations in the TeleTalk Demo Forum will accompany unymira’s booth offerings.

Voice Service with Alexa
Unymira’s Alexa integration enables it to provide real-time customer support answers by drawing on information from Knowledge Center. This creates a seamless connection between the two enabling quick hands-free customer support using the customer’s preferred channel. A live demo will be given with concrete use cases.

Knowledge Center 7 Sets a New Standard
Customers continue to affirm that unymira’s Knowledge Center is the leading knowledge base platform on the market with the most robust functionality. Special features such as active search, guided dialogs or troubleshooting guides support and speed up the service process significantly.

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The new version 7.0 offers both improved usability and design but and a range of new features. For example, users can see a systematic overview of their tasks in areas such as editing, channel management, translation work, etc. By connecting to the new Knowledge Cloud service platform, the self-learning system automates certain tasks, e.g. maintaining synonyms, identifying self-service topics or designing templates. Optimized navigation options and reporting functions as well as the new Salesforce integration make the system the digital backbone for effectively providing knowledge-intensive services across all communication channels.

Knowledge Cloud – Practical Artificial Intelligence
Knowledge Cloud is a new service platform that allows customers to consolidate industry-specific search knowledge from the knowledge database and make it accessible to customers to enable customers to assist each other. Thus, unymira can draw upon its 20 plus years of and thousands of users. The system collects anonymous usage data such as search terms, categories, template examples, surface examples, revision data, time points and more. Knowledge can then analyze and make use of this data via its artificial intelligence algorithms. The result is intelligent, role- and industry-specific knowledge services that increase automation and make day-to-day work with the knowledge database much easier.

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Intelligent Bots for Every Application
With Knowledge Bot, unymira offers a new service chatbot for every environment and every deployment scenario in the service area. It can create comprehensive customer satisfaction surveys, identify customers at risk of termination and provide information directly and easily. The latest generation offers features such as intelligent dialogue control and automatic escalation points, e.g. ticket creation. Whether information bot, qualification bot, service bot, survey bot, assistance or data bot – the bots can be flexibly tailored to specific requirements. Knowledge Bot also offers integrations for modules and components from other companies such as Facebook and Microsoft.

Automated editing of social media content
Connect collects all customer service inquiries and reviews from social media channels, chats, forums, blogs, app stores and Amazon in a single inbox. These workflows are assigned to the appropriate employees per pre-defined workflows. The channels served have been expanded to now include WhatsApp. Through the Knowledge Engagement function, users have direct access to the contents of the knowledge database.

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Benefit from expert knowledge
Unymira will showcase its technologies and expertise not only at booth, but also at the TeleTalk Demo Forum and through three expert speakers as part of the Expo and conference program. Experts from unymira will demonstrate live and hands on how intelligent and innovative knowledge management, social media, bot and self-service solutions can guarantee more efficiency and quality in digital customer service. Interested attendees who arrange a personal meeting will receive a free admission ticket to the exhibition.

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XSellerator Expands Value for Dealership Service Departments

The Industry-Leading DMS from Quorum Adds Significant New Features to Help Dealers Generate Additional Service and Parts Revenue

Quorum Information Technologies Inc. announced the addition of high-value features for service departments aimed at increasing their customer satisfaction and customer-pay parts and service revenue.

Mark Allen, Quorum’s Vice President of Sales, Marketing and Services for XSellerator stated, “XSellerator was already a stand-out in the Dealership Management Field with its advanced suite of functionality for the service department. The system has capabilities that span the customer experience in a dealership’s service department – from the appointment to the satisfied customer picking up their vehicle. XSellerator gives dealership every opportunity to delight their customers while maximizing their fixed operations revenue opportunities.”

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“Now, we are taking it to the next level with the addition of a brand new menu for presenting the customer with both factory and dealership recommended maintenance services, as well as expanding the integration under GM’s DTAP certification program for the service lane to include GM dealers in Canada, where we have dealers in pilot.” Allen concluded.

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