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Customer Communication Enters a New Era: AI Bridges Marketing, Sales, and Service
The way businesses communicate with their customers is undergoing a major transformation. The direction of customer communication is changing. Once siloed departments, marketing, sales, and customer service teams are now joining forces, working collaboratively on leads with the help of artificial...
Streamlining customer service communications: Refreshing Aquanet S.A.’s contact center system
CUSTOMER STORY We spoke with Katarzyna Szram, Sales Director at Aquanet, and Sebastian Tur, Technical Director at Comtrust, SAP implementation partner, about how changing Aquanet’s contact centre from a switchboard model to a modernized customer service directory positively impacted their...
Artificial Intelligence strategy in SAP Customer Experience
At the virtual event “Intelligent CX” we showed how we combine the power of AI with the context of business data and business processes. During sessions and life demo we demonstrated what AI in SAP Customer Experience means in practice, which in fact focuses on three key areas: Predictive,...
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Call Center Transcription
Your call center agents every day handle hundreds of phone calls that shape customer relationships, but without call center transcription, those conversations vanish the moment they end. Call transcription turns spoken words into searchable, analyzable data, eliminating the need to guess what customers want. You know exactly what they need. You can emerging patterns in customer complaints, track how well agents follow scripts, and even identify training needs before they become problems.
Contact Center: What Is It and How Does It Differ from a Call Center?
CC, in short, Call Center, or CC-Contact Center, is always confused by customers and users, even by system integrators. Although they are used interchangeably in casual conversation, they actually differ in their scope of operation. A contact center leverages a wide array of digital channels and...
WhatsApp Business – What is it and you’re should you use it?
In this guide, we’ll break down what WhatsApp Business is, how the two versions differ from each other and from personal WhatsApp, what each costs, and how to know when it’s time to upgrade.
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