Google Enjoys First CCaaS Win at Fiber Network Firm Segra
Google has won the first commercial deployment of its contact center as a service (CCaaS) offering at Segra, the fiber network operator based in Charlotte, North Carolina, which is implementing Google Cloud Contact Center AI (CCAI) Platform to achieve a more modernized CX. The CCaaS product, first launched by Google in March this year, integrates AI and cloud scalability with customer relationship management (CRM) software to unify sales, marketing, and support teams.
Rose Chambers, Segra chief information officer, says the Google CCAI workspace increases agent productivity, while a straightforward agent-facing graphical user interface (GUI) and easily configurable setup enable speedy adaptation and implementation of the platform. The intelligent global and customized call routing feature is another plus, Chambers notes, maximizing efficiency in call management either individually or across all interactive voice response (IVR) systems.
Additional customer enhancements being planned by Google for the platform include an AI-powered IVR self-service virtual agent, multi-channel communications to include SMS and chat, and a screen pop with customer information.
Segra, one of the largest independent fiber network companies in the Eastern US, owns and operates more than 30,000 route-miles of advanced fiber infrastructure network throughout the mid-Atlantic and Southeastern US. Customers include healthcare and higher education organizations, as well as telecommunications carriers, enterprises, and governments.
India’s Konnect Insights is the Choice of Delivery Company Zomato
Konnect Insights, the Mumbai, India-based omnichannel CXM platform, is the partner of choice for food delivery company and restaurant aggregator Zomato to help boost its CX strategy.
“Our goal is to make sure customers have a fantastic experience,” says Aditya Narain Mangla, head of CX at Zomato. “Konnect Insights will improve our ability to receive and cater to valuable customer feedback across multiple platforms.”
The Konnect Insights platform will also offer social listening, analytics, and online reputation management tools to help Zomato tune into customer conversations occurring across various channels for more meaningful customer engagement, executives from both companies say. Zomato is headquartered in Gurugram (Gurgaon), a major satellite city of India’s capital city of New Delhi.
Algolia Boosts Conversion Rates for Canadian Luxury Retailer Harry Rosen
Algolia, the San Francisco-based provider of search services via various application programming interfaces (APIs), has teamed up with Harry Rosen, the Toronto, Canada-based luxury menswear retailer. Algolia‘s product-indexing capabilities, coupled with its AI Dynamic Synonym Suggestions, and A/B Testing functionality, are helping to provide Harry Rosen with an intuitive omnichannel strategy and differentiated CX. Algolia’s Search & Discovery Platform is a hybrid search engine that combines keyword and vector-based semantic search via Neuralsearch technology in a single API.
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To date, Harry Rosen has deployed Algolia technology across all three of its digital channels, including HarryRosen.com, its flagship store; ShopFinalCut, the online discount option; and Herringbone, a custom internal clientele and advisor app. Since implementing Algolia, Harry Rosen has experienced significant success, including a 360% upturn in conversion rates, a 68% surge in transactions, and an 18% increase in average order value, Algolia notes.
“Conducting business in-store is the foundation of Harry Rosen’s business. However, with Algolia we were able to revamp our strategy to better empower online shoppers to more easily find the goods they were looking for,” says Tovi Heilbronn, director of digital product and experience at Harry Rosen. “Algolia’s solutions helped us make a seamless customer journey and helped our eCommerce strategy handle peak volumes of customers sustaining the website beyond what we thought possible.”
MoEngage Pairs Up with Egypt’s Chefaa and India’s JobsForHer
Insights-led customer engagement platform provider MoEngage recently announced partnerships with Chefaa, a GPS-enabled pharmacy benefits platform based in Cairo, Egypt; and JobsForHer, one of India’s largest career platforms focused on accelerating women’s careers.
For Chefaa, which helps chronic patients with their recurring prescriptions, the company wanted to go a step further and retain its audience with deeper data-driven engagement. This is where they partnered with MoEngage, an insights-led customer engagement platform. Using MoEngage, Chefaa was able to communicate with its customer base through different channels of engagement and drive personalization.
With JobsForHer, partnering with MoEngage enabled the organization to personalize customer experiences by showcasing relevant and contextual job openings to women professionals on their platform. Using MoEngage, JobsForHer built customer cohorts based on a combination of user actions and journey stages, garnering actionable insights in the process and optimizing conversion rates by bringing in relevant portfolios for pertinent job postings.
Qualtrics is Chosen as Partner in Q3 by Several US Healthcare Organizations
Experience management platform provider Qualtrics was selected by dozens of leading healthcare organizations in the third quarter this year to deliver ease and empathy to patients and caregivers. Harnessing data to improve patient care has lasting implications for providers as well as patients, who are more likely to stay with and recommend a provider when they feel heard and are treated with empathy.
Qualtrics patient experience (PX) solutions transform data into real-time insights, capturing patient feedback wherever it is being shared, and initiating action to improve experiences before ratings, brand perception, or customer trust is impacted. At the same time, Qualtrics employee experience (EX) solutions facilitate gathering, analyzing, and acting on staff feedback, enabling healthcare leaders to immediately recognize employees when they obtain positive patient feedback and to identify problems when they occur, to improve employee engagement and retention over time. Qualtrics CrossXM then unlocks the relationship and drivers between patient experience and employee experience, so that interventions can have the greatest impact on both.
In the third quarter, the following healthcare organizations selected Qualtrics to create a more digitally and emotionally connected experience that drives value:
Ascension, among the largest private healthcare systems in the US, selected Qualtrics to build a digitally connected healthcare system rooted in patient feedback and action that goes beyond regulatory reporting.
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Covenant Physician Partners, Inc., headquartered in Nashville, Tennessee, selected Qualtrics to help its national network of ambulatory surgery centers and physician practices deliver superior value to patients, physicians, associates, and communities through professional and innovative services. Qualtrics will also help Covenant improve the patient experience, especially as the organization continues to grow and scale.
Intermountain Healthcare, a Utah-based nonprofit system of 33 hospitals and a medical group with more than 3,800 physicians and advanced practice clinicians at 385 clinics, selected Qualtrics as its unified technology platform to listen, understand, and act on experience feedback received across all channels from patients, caregivers, and staff. With an intelligent system of action in place, Intermountain will focus on patient experience improvements and real-time service recovery, while also benchmarking experience measures against peers and across industries to stay competitive for talent and customer loyalty.
Shannon Medical Center, an independent regional hospital based in San Angelo, Texas, aiming to achieve a five-star rating and gain national recognition, will connect CX and EX together on the Qualtrics XM platform. Shannon hopes to improve patient outcomes and loyalty, reduce employee attrition rates, and increase overall revenue, starting with employee lifecycle and engagement pulses to begin connecting how EX impacts the patient experience.
Author Information
Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.
At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.
