Scorebuddy, the best-in-class contact center quality assurance platform provider announced that it has acquired CxMoments , a fully integrated text analytics solution that uses AI and machine learning to mine text data and customer conversations delivering critical, data-driven insights and exposing the reasons why customers contact you. This acquisition will add another solution to Scorebuddy’s award winning, contact center quality and learning solutions platform for delivering excellent customer service.
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“Joining forces with Scorebuddy provides a great opportunity for CxMoments and its customers to enhance the reach and benefits of AI Text Analytics” says Emmanuel Doubinsky, CEO of CxMoments. “Combined with Scorebuddy’s leading Quality Management platform, CxMoments AI becomes the engine that will streamline and automate QA support for contact centers.”
Scorebuddy is the first QA platform to offer state-of-the-art AI text analytics fully integrated with its core contact center QA product Scorebuddy Customer Insights using Text Analytics. and fully featured LMS Scorebuddy LMS™.
Combining the power of AI and Machine learning and applying it to customer conversations allows quality teams to extend their coverage to 100% of interactions and let the system intelligently select customer interactions for evaluation by the quality team.
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“We are incredibly excited to announce this first of its kind contact center focused text analytics solution. The potential to reach into customer conversations and intelligently select them for evaluation has huge potential for organizations. Surfacing those hidden insights automatically is going to revolutionize the way QA is applied.” says Derek Corcoran, CEO & Founder, Scorebuddy.
Scorebuddy’s text analytics includes rich out-of-the-box dashboards, integration with the Scorebuddy platform and a range of front-end solutions including Zendesk, Freshdesk and Salesforce. In a few clicks, you can categorize and analyze 100,000’s of customer support cases, tickets and live chats.
Scorebuddy Text Analytics solution provides these benefits and more:
- Improve and efficiently extend customer support to 100% coverage
- Determine recurring issues you should fix
- Detect the customer sentiment per topic
- Decide upon which topics to train your agents on
- Clear support backlogs by prioritizing tickets based on query type
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