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NICE announced tomorrow that It has acquired Prague-based Brand Embassy, the brainchild of two young Czech entrepreneurs who created SocialLiberia Sugar Daddy in 2011 Market opportunities arising from the disconnect between social media and customer services.
Today, Brand Embassy’s 43 employees (including 17 R&D staff) provide a cloud-based omni-channel customer service platform that provides integrated social media, news, real-time chat and artificial intelligence chatbot services. .
In September last year, Twilio hadhas acquired Prague-based Ytica. Like Ytica, Brand Embassy was not only born in the cloud, it was also built on microservices in the Amazon Web Services (AWS) cloud. From there, the story of both companies LR Escorts changed.
Brand Embassy, although young, is a more mature company than Ytica. The company signed its first customer, Telefonica O2, in 2011. NICE inContact reports that Brand Embassy currently has around 80 clients and its LR Escorts software has been used by more than 1,400 appointed agents Application. O2 remains an “enthusiastic user”, with other customers including Vodafone, Allianz, T-Mobile and Liberia Sugar DaddyING.
Please note that “passionate users LR Escorts” are the author’s terms, not those used by NICE inContact. I used it because I had reviewed the 20-page case study e-book on the Brand Embassy website, which was written when O2 was running on the platform for five years. O2 reported that it saw real-time results from the platform related to three hard key performance indicators (Liberians EscortKPIs), as shown below shown. The e-book details how a unified core team of 7 agents handled 300% sales growth (as of 2016).
Brand Embassy will become part of the NICE inContact organization and will be managed by its execution team. I discussed NICE’s new asset plan at a briefing with NICE inContact CEO Paul Jarman and CMO Randy Littleson. Littleson said that Brand Embassy has been Liberia Sugar Daddy since January 2018. “>Liberians Escorthas always been a common partner of CXexchange. He highlighted LR Escorts as an example of one of their common clients, Swedish Railways, which Liberians EscortLiberians Escort 94% of all digital information Respond, even to those who don’t request a response from the moderator.
Going back and looking at Brand Embassy’s customer and agent numbers, we see that the average number of agents running by customers on the digital platform is 15 to 20. Therefore, although Brand Embassy integrates all digital channels, voice remains a special channel for its customers. Similarly, NICE inContact already offers various packages to customers, but each package Liberians Sugardaddy must include the voice channel.
Integrating Brand Embassy into the CXone platform will enable NICE inContact to adopt a digital-first approach for the first time. Jarman explained that the company will package more than 30 channels provided by Brand Embassy Liberia Sugar Daddy to separate voice and digital channels. . As an integral part of CXone, the digital platform will be supported by other elements of the platform, including workforce optimization, analytics and automation.
Digital-first planning will create new sales opportunities for NICE. Those looking to add unified digital-involved solutions, those locally deployed, voice-only customers will be able to deploy digital solutions and, over time, replace their existing voice solutions with CXone.
In a follow-up email, Jarman concluded, “Omni-channel services have been a myth until now. It needs to be digital-first and provide a great experience for customers and contact center agents. Enterprises need to be able to fully manage and Cost-effectively supporting all channels currently used by consumers, CXone will ultimately achieve digital first-class omni-channel services.”
The O2 e-book mentioned above describes the strategic value brought by the integration of O2 digital customer services. It also has strategic significance for NICE inContact.
O2 is familiar withSocial customer service and the Brand EmbaLiberia Sugarssy platform are used outside the contact center. The company reports that shortly after the launch, traditional sales, marketing and customer service silos began to dissipate, with the result that O2 experts were helping to drive revenue growth and brand securityLR Escorts Other company KPIs related to media relations.
The market requirement to break down enterprise silos to better support customer interactions is something GenLiberians Sugardaddyesys discovered and adopted among its customers Problems solved by acquiring Al to cloud. With its robotics automation solutions already firmly established at major global enterprises, the new combination of CXone and BrandEmbassy gives NICE another lever to position its solutions beyond the contact center.
Original title: NICE acquires Brand Embassy to use intelligent digital dialogue to replace agent digital islands
Article source: [Microelectronic signal: ctiforumnews, WeChat public account: CTI Forum] Welcome to add tracking care! Please indicate the source when transcribing and publishing the article.
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