Qualtrics, a leader in customer experience and creator of the Experience Management (XM) category, is changing the way organizations manage and improve the four core experiences of business - customer, employee, product, and brand. Learn more about SAP Service Cloud and Qualtrics XM Discover. The integration will be generally available in the second half of 2022 to SAP Service Cloud and Qualtrics XM Discover customers.
Teams can act in real time to orchestrate workflows and alerts by creating new cases within Service Cloud or through an existing integration between SAP Service Cloud and Qualtrics xFlow, a low code/no-code workflow engine. This information allows organizations to more efficiently predict retention risks or upsell opportunities, and take action to address issues with individual customers or groups of customers. Quickly close the loop with customers at scaleīy combining operational data from SAP with experience data from Qualtrics in a single platform, organizations will have a 360-degree view of their customers’ purchases, interactions, experiences, and feedback over time. XM Discover summarizes and tags every customer interaction, freeing agents to focus on responding to customers instead of on manual, post-call tasks. Using natural language understanding to tune into customer sentiment, as well as the emotion, effort and intent behind every interaction, XM Discover helps organizations understand why customers are reaching out and how they feel about their experiences. XM Discover will analyze all of the structured and unstructured feedback coming into SAP Service Cloud, including agent notes, support conversations, chat, social media posts and review sites. Understand how customers feel about every experience, across any channel "Organizations leveraging the power of SAP Service Cloud and Qualtrics XM Discover can unlock deeper customer understanding, take real-time action to streamline their business processes, ultimately improving the customer experience and increasing life-time value."
"Experience Management is foundational for any intelligent and sustainable enterprise, helping them achieve higher levels of customer loyalty," said Ritu Bhargava, President & Chief Product Officer of SAP Customer Experience. Against this backdrop of high expectations and pressure, organizations trying to improve customer service are also struggling with agent turnover. The stakes are high - over 70% of consumers say that a single contact center interaction permanently impacts how they feel about a brand. PROVO, Utah & SEATTLE, May 10, 2022-( BUSINESS WIRE)-Qualtrics (Nasdaq: XM), the leader and creator of the experience management category, today announced a new integration that brings Qualtrics XM Discover’s AI and machine learning capabilities into SAP Service Cloud® to help customer service teams resolve customer issues, increase resolution rate and improve customer satisfaction.Ĭustomers today expect companies to respond quickly to their questions and issues across any channel: on social media, they expect a response within an hour over phone, they expect a resolution within minutes. Integration brings advanced speech and text analytics into an intelligent, connected customer service platform to help organizations understand the sentiment, emotion and effort behind every customer interaction
0 kommentar(er)
