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CX customer wins and case studies

CX Customer Wins for Ytel, RingCentral, Sprinklr, Talkdesk, and MoEngage

Partners Include Big Pharma Firm, MegaCorp Logistics, El Cortes Ingles, Apple Federal Credit Union, and Jazeera Airways

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Communication Solutions Provider Ytel Chosen by Major Pharmaceutical Firm

Cloud-based business-to-business (B2B) communication solutions provider Ytel has been selected by a major pharmaceutical company to provide branded caller ID, call remediation, and global cloud contact center services.

The pharmaceutical company, said to be a leader in its industry, will use the Ytel platform to enhance CX and communication efforts, enabling its representatives to personalize their caller ID so that pharmacy customers can recognize calls before answering the phone. Additionally, Ytel call remediation services will improve call quality, while the Ytel cloud contact center will provide agents with reliable connectivity in North America, Europe, and Asia.

The partnership between Lake Forest, California-based Ytel and the pharmaceutical company is set to begin immediately, and will continue for an undisclosed period of time. Founded in 2012, Ytel helps brands improve their answer rates, and its web phone, cloud contact center, and programmable application programming interface (API) allows businesses to have trusted communications through calls and text messages.

RingCentral Helps MegaCorp Logistics Increase Efficiency and Sales

RingCentral, the enterprise cloud communications provider based in Belmont, California, has been tapped by MegaCorp. Logistics to bring the truckload shipments specialist best-in-class voice capabilities to support seamless and flexible customer service communication.

MegaCorp turned to RingCentral for help because its previous telephone solution could not scale properly and lacked key technology and reliability features, resulting in regular phone outages that cost the logistics firm up to $40,000 an hour in lost sales. The team at MegaCorp also wanted a new cloud communications solution that would be similar to its previous premise-based routing so as not to disrupt workflow and risk losing sales opportunities.

“We’re at a stage in our growth where we’re onboarding new employees weekly. Therefore, a solution that can grow with us is mission critical,” says Jared Leake, MegaCorp lead voice engineer. “The RingCentral team worked hard to understand the full scope of our needs and put forth a solution that delivers.”

Related Article: Customer Wins for Medallia, ASAPP, NICE, SIS, and RingCentral

Sprinklr Teams Up with Europe’s El Corte Ingles Department Store

Unified CXM platform provider Sprinklr is teaming up with El Corte Ingles, Europe’s largest department store, to transform its online customer engagement strategy in Portugal, and deliver an omnichannel customer engagement experience throughout the customer’s shopping journey. 

With customers engaging in more shopping, requesting customer service, and researching retail purchases on social media, El Corte Ingles Portugal is relying on Sprinklr to improve the digital shopping experience. 

The retail giant will implement three Sprinklr products: Sprinklr Social Publishing & Engagement to improve efficiency and reduce costs with advanced AI and automation; Sprinklr Modern Research to help understand the voice of the customer to create relevant, high-performing content; and Sprinklr Modern Marketing & Advertising to consolidate organic and paid activity to help increase advertising performance and reduce costs. 

Talkdesk to Enable Apple Federal Credit Union Provide More Personalized Service

Talkdesk, the global cloud contact center provider based in San Francisco, is helping Virginia-based financial cooperative Apple Federal Credit Union (FCU) deliver more personalized service with Talkdesk Financial Services Experience Cloud for Banking, a CX platform purpose-built for industry-specific needs.

The move to a cloud-based contact center will allow Apple FCU to evolve beyond basic, legacy telephony and a traditional on-premises mindset. A key goal for the organization was building a hybrid work environment to provide member service agents with the flexibility to work remotely or on-site at the company’s Fairfax headquarters. Apple FCU’s commitment to member service excellence also necessitated that the solution offer advanced self-service automation capabilities to enable members to engage, whenever and wherever they choose, across a variety of channels. A final make-or-break factor in the search for a new solution was integration with Microsoft Teams.

Related Article: Customer Wins for Talkdesk, Veeva, Keap, Adobe, Walgreens, and Microsoft

By leveraging Talkdesk solutions, Apple FCU expects a large number of the 33,000 member calls that it fields each month to result in quicker resolution through self-service automations. The credit union also anticipates an increase in chat volume as virtual agent technology is introduced. The strategic automations are expected to free up agent bandwidth so that agents can focus on more complex member queries, leaving ample time for Apple FCU to focus on the individual member care and service that its reputation is built on.

MoEngage Partners with Jazeera Airways

Kuwait’s leading low-cost airline Jazeera Airways has partnered with MoEngage to segment customers and engage them through the right channels. The airline will utilize the AI-enabled capabilities of MoEngage to enhance its customer communications strategy and provide consistent experiences across destinations.

Jazeera Airways will also use the customer 360-degree view offered by MoEngage to identify the correct interest areas and affinities of the customers. In addition to identifying the interest areas, the brand will leverage these insights to create micro-segments and engage with them with the right messaging strategy.

Jazeera Airways joins a growing list of more than 1,200 global companies across 35 countries that trust MoEngage to deliver a consistent experience across multiple devices and touchpoints. MoEngage clients include Azadea Group, Commercial Bank of Dubai, Landmark Group, Airtel, and Holiday Factory.

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