Qualtrics Announces General Availability of New Frontline Care Solutions
24 Maggio 2023 - 3:00PM
Business Wire
Qualtrics (Nasdaq: XM), the leader and creator of the experience
management (XM) category, announced the general availability of
three new contact center innovations: Qualtrics Real-Time Agent
Assist (RTAA), Automated Call Summaries (ACS), and Frontline Team
Assist. These new solutions will empower organizations to create
future-proofed operating models for customer care.
Real-Time Agent Assist uses AI and machine learning to
analyze customer needs and emotions, then deliver real-time
coaching so contact center agents can take the best next step for
customers.
Automated Call Summaries drastically reduces manual work
for contact center agents by instantly creating a comprehensive
summary after each customer call. In seconds, agents can see how
long the call lasted, why the customer called, as well as a recap
of how the agent responded, and any offers that were provided to
remedy the customer's issue.
Frontline Team Assist enables managers to easily review
agent performance and provide targeted, meaningful coaching to keep
them engaged and effective. The solution leverages service quality
evaluations and uses Qualtrics AI and Natural Language
Understanding (NLU) to surface key insights on their performance
and service quality.
Frontline Team Assist provides access to Qualtrics Frontline
Agent Coaching, an easy-to-use self-coaching solution that puts
personalized insights in agents’ hands, provides positive
reinforcement from customers, and empowers them to identify
opportunities for improvement to drive their own development.
Learn more about Qualtrics solutions for the contact center.
About Qualtrics
Qualtrics, the leader and creator of the experience management
category, is a cloud-native software provider that helps
organizations quickly identify and resolve points of friction
across all digital and human touchpoints in their business – so
they can retain their best customers and employees, protect their
revenue, and drive profitability. More than 18,750 organizations
around the world use Qualtrics’s advanced AI to listen, understand,
and take action. Qualtrics uses its vast universe of experience
data to form the largest database of human sentiment in the world.
Qualtrics is co-headquartered in Provo, Utah and Seattle, and
operates out of 28 offices globally. To learn more, please visit
qualtrics.com.
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version on businesswire.com: https://www.businesswire.com/news/home/20230524005292/en/
Tyler Petersen, Press@qualtrics.com
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