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New Customer Wins for Sprinklr, Sabio Group, Vonage, Qualtrics, and Khoros

Aramex, Rentokil, Razer, Ascension, and Jetson Reap Partnership Benefits

CX customer wins and case studies

Sprinklr to Support Aramex in Improving CX

Sprinklr, the unified CXM platform provider headquartered in New York City, announced it is teaming up with Aramex to innovate the overall CX of the Dubai-based provider of logistics and transportation solutions.

To increase operational efficiency, Aramex will consolidate its contact center on Sprinklr’s unified platform to serve customers with speed and efficiency on various channels, including live chat, email, and WhatsApp. Aramex will also use Sprinklr’s AI chatbots in four languages to automate responses to common inquiries while aiming to drive positive CX at a lower cost than that provided by live human interaction.

Related Article: Study: Over 90% of Organizations Lack Key Capabilities in Their CX Strategies

All told, more than 400 Aramex customer service agents will use Sprinklr’s Conversational AI and Bots to manage customer inquiries and provide effective CX at scale, officials from both sides have confirmed.

Sabio Group Implements Genesys Solution at Rentokil Initial

The Sabio Group is implementing Genesys Cloud CX at UK-based pest control solutions firm Rentokil Initial to modernize its contact center operations and technology infrastructure across 18 countries as part of an ambitious unified communications project.

In deploying the all-in-one cloud contact center platform from California-based Genesys, Rentokil hopes to strengthen its own telephony operations while also opening up new channels for wider customer interaction. And using the omnichannel support provided by Genesys, Rentokil has already introduced email, chatbots, and WhatsApp, with CRM integration also on the agenda.

To date, 10 markets—the UK, Ireland, Portugal, Belgium, the Netherlands, Switzerland, Lithuania, Malaysia, Australia, and South Africa—are live and performing ahead of the company’s KPI indicators, with a further eight markets planned for rollout in the next few months, Rentokil executives state. For its part, London-based Sabio, the leading Genesys Gold partner in Europe and a digital CX transformation specialist, is supporting Rentokil through a multi-year managed services agreement.

Vonage Enabling Razer to Push Commerce Strategy to Social

Cloud communications provider Vonage is enabling Razer, the Singaporean-American gaming technology company, to engage with customers in Asia-Pacific and allow direct purchases of gaming gear and accessories on social media using Vonage’s conversational commerce application,

As Vonage’s end-to-end conversational commerce solution, lets brands create omnichannel, messaging-first customer buying experiences across popular messaging, social, and web platforms. Using the conversational commerce capabilities powered by Vonage, Razer aims to use its strong social media presence of more than 24 million followers across all platforms to continually improve the omnichannel experiences of its adherents. Razer fans are able to connect directly, enabling an opportune moment for social commerce to add value to CX from Razer, company officials say.

Recent enhancements to Vonage’s conversational commerce solution enable brands to seamlessly invite buyers to a live video interaction with an in-store associate or customer service agent. Consumers can then engage in personal conversations about products from anywhere, while helping retailers build trusted relationships with customers.

Qualtrics Helps Ascension Reimagine the Patient Experience

Qualtrics announced that its patient experience solutions have been selected by Ascension, the nonprofit Catholic healthcare organization based in St. Louis, Missouri, to help transform the way the national health system gathers feedback from its patients and then turns those insights into improving the patient experience.

One of the largest private healthcare systems in the US, Ascension operates more than 2,600 sites of care, including 139 hospitals, in 19 states to better understand where friction points exist in healthcare delivery and management so it can drive scalable improvements in the patient experience.

Related Article: Leading Organizations Chose Qualtrics in Q2, Aiming for Enhanced Experiences

For the healthcare industry, the needs of patients as consumers have become an increasing focus of practitioners and administrators alike. In a recent study, 59% of patients said they wanted their healthcare experience to mirror that of a positive retail experience. And in a significant measure, 8 in 10 patients say customer service is the second most decisive factor (after quality of care) in determining their loyalty to a healthcare provider. For Ascension, listening to patients and their families while improving their experiences are key to enhancing tailored access to patients, earning patient loyalty, improving system design, and providing care to more patients.

Khoros Teams Up with Jetson to Streamline Customer Service

Customer engagement platform provider Khoros is embarking on an expanded partnership with Jetson, the Swedish maker of e-bikes, e-scooters, and other e-mobility products, to offer a streamlined service across social, chat, email, and voice on one platform. With the agreement, Jetson completes its omnichannel customer service vision by using the Khoros platform for its digital contact center, offering digital and voice channel orchestration along with out-of-the-box reporting within one agent desktop interface.

The partnership began with Khoros leveraging its solutions for digital contact centers and social media management at Jetson. Since then, Jetson has added voice, via Amazon Connect, to its mix of support channels for a true omnichannel experience for customers and agents. With partnership from VoiceFoundry, a TTEC Digital business specializing in the delivery of cloud-based enterprise contact center solutions, Khoros implemented voice capabilities into Jetson’s existing workflows in less than four weeks. Jetson also selected Khoros for its purpose-built platform for omnichannel customer engagement, unifying its digital and voice support channels in a “single pane of glass” interface.

Through the partnership, Jetson has supported 200,000 customer service interactions via digital channels and voice in the Khoros platform. With Khoros’ data and analytics capabilities, Jetson is now able to report comprehensively on agent efficiency, activity, and real-time conversation analysis of both agents and managers for in-depth insights into service quality and customer satisfaction issues.

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.


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