Meera, the maker of an automated conversational text messaging platform, is partnering with cloud contact center firm Five9 in a collaboration that leverages AI to streamline call centers and deliver better CX.
Specifically designed to help manage customer requests and questions, Meera’s AI-powered platform emulates and replicates human interactions, giving customers the impression that they are engaging with and speaking to a real person via SMS text. Meera can also be used by, say, sales reps to automate otherwise repetitive or time-consuming outreach tasks, such as scheduling calls, responding to demo requests, sending customers reminders on late or overdue accounts, or transferring leads.
Meera’s new partner, Five9, operates a cloud-based call center platform for managing the inbound and outbound communications of business owners, offering features aimed at optimizing customer satisfaction. Its AI-driven digital agent guides customers by answering their questions and directing them to the correct department or human agent. The Five9 platform also includes features for automation, call recording, web callback, analytics, scripting, and integrations.
Through the partnership, Meera will help resolve several common call center issues, including hang-ups from customers waiting to speak with an agent. Meera will automatically text customers, apologize for the wait, schedule a more convenient time to talk, and transfer their calls. It will also send follow-up texts for agents who are unable to get qualified leads on the phone, and transfer conversations to agents when customers are available to talk.
Through the partnership, Meera will help solve several common call center issues, including hang-ups from customers waiting to speak with an agent. Meera will automatically text customers, apologize for the wait, schedule a more convenient time to talk, and warm-transfer their calls. It will also send follow-up texts for agents who are unable to get qualified leads on the phone, and transfer conversations to agents when customers are available to talk.
Related Article: Zoom and Genesys Expand Partnership with New CX Offering
Vivek Zaveri, the founder and CEO of Meera, says that in a survey of more than 800 US consumers, nearly 75% of the respondents said they prefer companies to communicate with them via text message. “We built Meera as a response to aggressive and often annoying outreach tactics offered by other marketing automation tools,” Zaveri remarks. “By using AI and natural language processing, we’ve found that Meera can increase contact rates by up to 40% with conversational text messaging that mimics real-life conversation.”
Patrice DeLorey, a Five9 ISV partner manager, says, “Meera’s conversational text messaging solution will help Five9 customers automate tedious work and, ultimately, close more deals. We’re confident that contact centers will be impressed by what Meera can do.”
Author Information
Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.
At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.
