Tech Talks: Improve CX with next-gen customer relationship management software

A man in a suit points to a green smiley face beside a yellow neutral face and a red frowny face.To serve as a trusted advisor to our clients, we need to stay up to speed with the latest IT trends and solutions. To achieve that, our team of IT experts attends weekly training sessions conducted by various IT solution providers. Based on our extensive experience and sales volume with the suppliers, we receive exclusive, direct and usually in-person training from these suppliers. Our Tech Talks blog series offers a snapshot of these educational sessions.

A growing travel software company was having issues keeping up with customer inquiries. The tools the business utilized couldn’t route queries based on client info or the issue category, making it hard to prioritize customers’ problems and direct them to the right agent. It was clear that they needed a new CRM to stay afloat.

They switched to a platform from one of our trusted partners. This CX solution offers greater workload visibility and facilitates dynamic routing. Subsequently, the travel company increased their CSAT by 10 percent and decreased first response times by 50 percent. They also lowered customer service software costs by 20 percent by eliminating technological redundancies.

Our trusted advisors recently met with representatives of that CX software provider to discuss how their product empowers brands to tackle high volumes of support requests while still delivering exceptional experiences. If you’re looking to enhance your agents’ ability to resolve issues efficiently while improving customer service, we recommend considering this supplier.

Provider overview

Based in New York, this software developer has assisted businesses in need of CX-enhancing solutions since 2015. The company’s founders have more than two decades of experience crafting customer service software and noticed a growing need for tools that make it possible to treat customers like people instead of tickets. With their highly secure and compliant global platform, this supplier has facilitated fast and personalized service for millions of customers worldwide.

Featured offering: Modern CX platform for better customer experiences

This provider’s cutting-edge CX software supports exceptional, customized customer service with an omnichannel platform that leverages AI and machine learning. Go beyond what you can accomplish with just a ticketing system or a traditional customer service solution with the following features:

  • Customer service automation with customizable and CRM-powered chatbots
  • Intelligent routing to the most suitable agents based on needs and specialization
  • AI-powered omnichannel deflection to self-service options
  • Customizable Knowledge Base for brand-specific resources
  • Natural language detection for global support
  • Sentiment analysis for empathy enablement
  • Context cards with customer details for personalized service
  • Advanced reporting and analytics
  • Native customer satisfaction surveys and reports
  • Ability to search and segment customers based on data
  • And more

If you’d like to learn more about CX and CRM solutions from this supplier and others in the marketplace, our trusted advisors can leverage their extensive IT solution experience and advanced tools to help you identify products and services that align with your needs and goals. We can quickly produce objective comparison matrices showing how your options stack up against each other. On top of that, working with us won’t cost more than going directly to the supplier because of our price parity guarantee.

Learn more about our advisory services today by calling 877-599-3999 or emailing

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