Friday, 22 September 2017

Optus uses live chat to improve customer chat experience

Optus
Tuesday 22 January 13

Optus has selected [24]7 Assist to improve its customer chat experience. [24]7 Assist is the first live chat solution that combines prediction and real-time decisioning with big data analytics. Based on [24]7’s powerful Predictive Experience Platform, which delivers an improved customer experience across web and mobile channels, [24]7 Assist drives more productive and effective sales and customer service journeys. Optus, the Australian leader in integrated communications, is part of the SingTel Group…

Optus has selected [24]7 Assist to improve its customer chat experience. [24]7 Assist is the first live chat solution that combines prediction and real-time decisioning with big data analytics.

Based on [24]7’s powerful Predictive Experience Platform, which delivers an improved customer experience across web and mobile channels, [24]7 Assist drives more productive and effective sales and customer service journeys.

Optus, the Australian leader in integrated communications, is part of the SingTel Group, Asia’s leading communications group. Optus is a long-time [24]7 customer and has added [24]7 Assist to its online customer interaction capabilities.

“Optus is committed to providing a world-class, omni-channel experience to our customers. The [24]7 Assist chat solution helps Optus leverage prediction and strong data analytics to deliver this experience. [24]7 continues to deliver the most innovative technology for customer interactions for Optus,” said Rohan Ganeson, Managing Director Sales, Consumer Group at Optus.

[24]7 Assist is part of a larger family of cloud-based, cross-channel sales and customer service solutions powered by [24]7’s Predictive Experience Platform. Solutions powered by the [24]7 platform deliver consistent and contextual experiences across channels and devices.

“[24]7 has done a remarkable job incorporating big data, predictive analytics, and cross-channel interactions in its real-time decisioning engine technology,” said Keith Dawson, Principal Analyst, Customer Experience and Interaction at Ovum. “This, in addition to the vendor’s unique outcome-based pricing approach, makes [24]7 a leader in this emerging space as highlighted in Ovum’s recent report, The Competitive Landscape for Realtime Customer Interaction Decisioning Tools.”

Key capabilities of [24]7 Assist available today include:

Prediction and real-time decisioning
[24]7 Assist mines 100 percent of customer interactions, then uses machine learning to recognize complex patterns and refine predictions in real-time to account for the intent of individual customers. [24]7 Assist is already evaluating real-time models one billion times per month across its deployed client base to better anticipate and serve the needs of individual customers. [24]7 Assist knows which individuals prefer chat as a channel, when during the journey agents should intervene, how to intervene, and what to offer. The results are continuous improvements in the customer experience metrics that matter to companies, within three months.

Intuitive experience
Conversations become a personalized experience, based on the customer’s intent and history. Rich interactive content such as video, maps and graphical product images are offered, and the chat window and experience is flexibly tailored to the customer’s device automatically, whether the engagement takes place on a desktop, laptop, smartphone or tablet.

Smarter agent workspace
[24]7 Assist was designed with direct input from agents, and for today and tomorrow’s agents. The interface was designed to maximize collaboration and ease of use. Flexible workspaces allow agents to easily access predictive information on customers, and to then offer rich interactive content easily. As a result, agents become more productive and can more easily drive business results.

“[24]7 Assist is a key part of our cross-channel customer solutions being adopted by the world’s leading retail, technology, communications, financial and travel companies. It is critical to our broad vision of delivering a ‘single digital hub’ where customers can use any channel and device and interact in a consistent, intuitive way,” said PV Kannan, founder and CEO, [24]7. “It is our clear intention to disrupt and then transform the entire customer experience across industries, using big data and prediction as our foundation.”


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