7 Predictive Experience Platform
Leverage 100 percent of customer interaction history, including data obtained from web, online chat, IVR, and live voice agent channels, as well as any associated CRM, location, product, and social connection data.
Decisioning & Learning
Understand your customer’s intent, personalize the customer experience, and expedite journey resolution with prediction and real-time decisioning. Machine learning evaluates each interaction to refine the process, making it smarter over time.
Maintain customer journey continuity and context across channels.
Offer assisted service through chat or voice agents. If needed, full journey context can be transferred to agents to expedite resolution, while agents can also ‘push’ content to the end user.
Screen Experience, Multimodal Experience, Speech Experience
The customer touchpoint is a screen or voice interface, while a multimodal experience bridges one or more channels - such as speech and mobile web - enabling combined screen + speech + touch interactions.