Tech Talks: Unified customer experience platform leverages 8 layers of AI for better service, speedy resolutions

A man in a suit writes on a chalkboard that says "Customer Experience" along with symbols like clouds, a laptop, WiFi signal and smartphone.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 global electronics company that distributes various products wanted to deliver better customer experiences across digital channels. The corporation wanted to find a solution to lighten the workload for human contact center agents with artificial intelligence, streamline the agent training process with AI-derived insights, and improve the employee experience with suggested answers to clients’ inquiries.

The company turned to one of our trusted partners for customer experience (CX) management software. With our partner’s customer service product suite in place, artificial intelligence supports every digital conversation. It identifies customer intent in incoming messages to route them to a high-rated and available agent with the proper skill set. The software also provides crucial agent assistance with AI, analyzes agent conversations, and offers insights to improve performance. With the new CX management solution, the company increased their CSAT score by 4 points and net promoter score by 15.

We recommend looking into this supplier’s software if you want to deliver better customer experiences. Our technology advisors recently met with the software developer’s sales team to discuss their product and how it supports exceptional customer service. If you’re shopping for a customer experience solution, the following details about this provider and their CX-enhancing platform will help you make a well-informed decision.

Provider overview

This New York City-based supplier launched in 2009 and aims to empower every business worldwide to deliver better customer service. Their unified customer experience management (CXM) solution makes it possible to provide personalized attention to every client over more than 30 modern communication channels. With support from over 3,400 employees in 15 countries, they’ve helped numerous high-profile brands – such as McDonald’s, Netflix, Microsoft, and Samsung – enhance customer experiences. This software supplier has earned a number of awards from publications and organizations such as Forbes, G2, and Frost & Sullivan.

Featured offering: Unified customer experience management software

Today’s customer journey is more complex than ever as digital and social options for communication have proliferated. Your company’s continued success hinges on adapting to modern consumers’ expectations for truly omnichannel and highly personalized service. This supplier’s unified customer experience management platform allows you to harness the power of AI and connect with customers utilizing their preferred methods, all with one integrated solution.

Key features and benefits include the following:

    • Coverage of modern touchpoints
      • Messaging
      • Social media platforms
        • Facebook
        • Instagram
        • LinkedIn
        • Twitter
        • Snapchat
        • Reddit
        • Tumblr
        • TikTok
        • Pinterest
        • YouTube
        • And more
      • Forums
      • Texting
      • Email
      • Voice
      • Live web chat
    • Diverse data sources
      • CRM data
      • Transcripts
      • First-party data
      • Survey results
    • Eight layers of artificial intelligence
      • Computer vision
      • Natural language generation
      • Natural language processing
      • Trends
      • Predictive analysis
      • Similarity engine
      • Anomaly detection
      • Network graph analysis
    • Advanced security and compliance
      • SOC I and II
      • PCI DSS
      • GDPR
      • FedRAMP
      • California Consumer Privacy Act
    • Coverage of all customer-facing functionality
      • Research
      • Customer care
      • Marketing and advertising campaigns
      • Social publishing and sales engagement
    • APIs for seamless integration with your CRM, CX solutions, and other applications

Our trusted advisors can assist you if you want to learn more about customer experience solutions from this supplier and others in our extensive partner network. We’ll leverage our tech expertise and access to advanced tools to streamline the shopping around process for you. For example, our advisors can quickly generate matrices illustrating how all your options compare side-by-side. Additionally, with our price parity guarantee, working with us won’t cost you more than going straight to the supplier.

Take the first step toward better customer service today by calling 877-599-3999 or emailing

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