Integration brings together natural language self-service and process automation with live agent support to reduce handle times and improve the customer experience.
Rotterdam and Zurich, September 29, 2020 — QuandaGo, a provider of cloud contact center, knowledge management, and intelligent process automation software, and Spitch, a developer of enterprise speech technology and solutions, today announced the availability of a new integration that combines speech-powered, natural language self-service with process automation and live support. The QuandaGo and Spitch solution can reduce agent handle times for common customer processes by 50 percent or more, while improving the overall customer experience and increasing CSAT scores. The solution is ideal for enterprises and businesses seeking increased efficiency of common customer tasks and processes, including changes of address, compliance checks and returns.
By connecting QuandaGo’s omnichannel cloud contact center and process automation solutions with advanced natural language processing (NLP) and conversational AI applications from Spitch, companies can automate the process of identifying and verifying customers in a fully natural language, personalized conversation. From there, the joint solution enables customers to complete most interactions in self-service with process automation or it can transparently link customers to an agent or back office employee if live support is needed.
“The power of QuandaGo together with Spitch centers on our combined ability to resolve customer interactions and processes as quickly as possible–either fully in self-service or with live support–whatever is necessary,” said Radboud Heinink, Business Development Manager at QuandaGo. “We’re excited to work with Spitch and our joint customers to bring this new level of self-service automation and agent connectivity to contact centers and the back office.”
“QuandaGo and Spitch share the vision of delivering customer-centric solutions with a quick time to market,” said Piergiorgio Vittori, Global Business Development Director and Regional Manager Spitch. “Today’s AI-driven bots are incredibly smart and are a great support to human agents for complex tasks too. We are thrilled to work with QuandaGo on this exciting innovation path.”
You can see how the integrated QuandaGo and Spitch solution works and sign up for a DEMO here.
Quandago is a cloud customer experience software company focused on contact centers, knowledge management, and intelligent process automation. Today, QuandaGo manages more than 100 million interactions for customers in the retail, BPO & services, utilities, financial services and communications industries.