- By Alex Gaw
- March 9, 2022
The latest CX collaborations represent major wins for players in five distinct spheres. In hospitality, Amelia is the new digital concierge at Resorts World Las Vegas. In government services, eGain will provide CX engagement services to the Wisconsin Department of Workforce Development. In the world of real estate, ISC-CX was named the official CX partner of high-performing franchise RE/MAX Italia. In media, ASAPP inked a multiyear deal to supply its platform and services to Astound Broadband. And in telecom, Medallia will supply CX and EX technological know-how overseas to two telecom operators in the Philippines. More details follow below.
Amelia Is New Digital Hospitality Concierge for Resorts World Las Vegas
Amelia, a provider of a conversational artificial intelligence (AI) platform and autonomic solutions for enterprises, has been chosen by Resorts World Las Vegas as its digital hospitality concierge to enrich both CX and the employee experience (EX) at the luxury vacation site.
Patrons of the resort can text or chat with RED, the name of the Amelia system for resort use, to place requests for a wide range of services, from delivering amenities like extra towels, to making reservations for dinner, to checking out. For employees of the resort, chatting with RED can also be done to obtain information and assistance with various internal services. In the future, RED will support all internal departments of the resort while also providing even more extensive guest services, according to a statement from Amelia.
Enabling RED to deliver enhanced CX and EX are Amelia’s capabilities in natural language, context switching, and conversational intelligence. Headquartered in New York City with offices in 15 countries, Amelia said its technology is used by more than 200 brands in banking, insurance, telecommunications, and other industries.
EGain Tapped by Wisconsin Department of Workforce Development to Engage Residents
California-based eGain, the provider of an AI-powered knowledge platform for automating customer engagement, has been tapped by the Wisconsin Department of Workplace Development (DWD) to modernize its service for the state’s residents.
Responsible for providing services to Wisconsin workers, employers, and jobseekers to meet the state’s workforce needs, the Wisconsin DWD said it selected eGain for its “deep functionality and quick time to value” to enhance engagement with state residents via digital channels, using eGain’s chat messaging and co-browsing technology.
EGain, based in Sunnyvale, California, said the out-of-the-box capabilities of its platform, powered by AI knowledge and connected analytics, help to deliver rich CX. At the same time, the company’s composable architecture enables organizations to plug in their own bots and channels, providing workers the equivalent of a modern advisor desktop.
ISC-CX Partners with Fast-Growing RE/MAX Italia
ISC-CX, the Swiss-based provider of in-store and omnichannel CX analysis programs for retailers worldwide, is the official CX partner of real estate franchise RE/MAX Italia.
With a network of 4,500 agents and proprietary tools able to analyze massive volumes of property data, RE/MAX Italia will leverage ISC-CX technologies to measure and further optimize the already high-end experience of RE/MAX customers, an ISC-CX statement said. RE/MAX Italia is considered to be a fast-growing market of the parent RE/MAX real estate brand, with the Italian franchise reporting total transactions in 2021 amounting to €3.6 billion.
“ISC-CX completely understands our continuous focus on the delivery of a very responsive, personal service to our customers enhanced by the real-time information collaborative platforms for agents, buyers and sellers,” said Dario Castiglia, CEO & founder of RE/MAX Italia. “Similar to RE/MAX, they provide personal service and a collaborative technology platform to their own clients, making them the perfect customer experience partner for us.”
ASAPP Signs Multiyear Deal with Astound Broadband
ASAPP, the AI-research-driven company headquartered in New York City, said it has cemented a multiyear deal to expand CX automation, digital capabilities, and agent productivity at Astound Broadband, the sixth largest US cable TV provider.
Executives at Astound said partnering with ASAPP will enable the cable provider to deliver more efficient service to both residential and business customers as well as offer enhanced CX, in addition to supporting frontline agents. The company services Chicago; Indiana; Eastern Pennsylvania; Massachusetts; New York City; Maryland; Washington, D.C.; Texas; and regions throughout California, Oregon, and Washington state.
ASAPP said it can deploy AI applications and services to improve contact center operations and performance in less than 60 days. Its AI-powered software is able to tackle large and complex data-rich problems through the software’s capabilities in automatic speech recognition, natural language processing, machine learning (ML), and task-oriented dialog.
Medallia to Deploy CX Platform for Telecom Operators in the Philippines
Medallia, the San-Francisco-based provider of customer and employee engagement solutions, is the platform of choice to provide CX and EX services to two telecommunications operators in the Philippines, Medallia said in a recent company announcement. The two operators are PLDT, the largest telecom firm in that Southeast Asian country, and Smart Communications, a wholly owned wireless subsidiary of PLDT.
Medallia will be supported by London-based analytics and consulting firm Kantar in implementing the technology solution across PLDT and Smart. Medallia and Kantar joined the PLDT team at a digital signing ceremony to formalize the partnership.
Partnering with Medallia and Kantar, PLDT and Smart aim to optimize CX management across all their channels, including digital platforms, mobile phone applications and contact centers. “A large part of our commitment to provide world-class connectivity for all Filipinos is to empower our people and processes with technology that allows them to render the best customer experience,” said Alfredo S. Panlilio, CEO of PLDT and Smart.
Medallia is currently expanding operations across the telecom industry in the Asia-Pacific region, working with customers to help optimize CX in key markets that include Singapore, Japan, and Indonesia.
Market Drivers and Barriers, Key Industry Players, Market Sizing and Forecasts, and Case Studies
Case Studies, Market Drivers, Market Barriers, and Best Practices for the Adoption of Omnichannel Engagement Strategies and Software
Case Studies, Market Drivers and Barriers, and Market Sizing and Forecasts Focused on the Adoption of CX Platforms and Applications in Contact Centers
150 Key Players and Industry Participants Providing Offerings in Customer Data & Analytics, Customer Relationship Management, Contact Center, Personalization & Optimization, Customer Insights & Feedback, and Employee Experience
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