February 1, 2018
CCW 2018: REPLYONE SETS NEW BENCHMARKS FOR AI AND AUTOMATION IN CONTACT CENTERS
SSaarbrücken, February 1, 2018 - Sematell, a specialized provider of artificial intelligence based response management solutions, will be giving a sneak preview of its new ReplyControl at the CCW in Berlin from February 27- March 1, 2018. The ultra-innovative ReplyOne product add-on enables the contact center staff responsible to keep an eye on all operational service transactions, with a comparison of all their relevant KPIs, similar to a control cockpit, and intervene if necessary - not only on site but from mobile devices when also on the road. With clearly designed graphic dashboards and the individual assignment of rights to the various departments or locations, team leaders reap the benefits as well as the heads of contact centers. Optionally, a Smart watch can be deployed to check whether the KPIs are all on track.
Maximum productivity and transparency
With a view to an even more efficient processing of service inquiries, Sematell is also showcasing numerous optimizations and new functions for the ReplyOne solution at CCW that are setting new benchmarks for artificial intelligence and automation in contact centers.
More transparency is also enabled by the new Customer Information Functionalities that, for instance, allow service employees to look at the contact history, divided up into inquiry categories for easy viewing without having to open the individual transactions. The information area can be expanded to the specific demand and requirements of the respective contact center into account.
The new Continuous Mode is only a few clicks away from further enhancing efficiency in daily work. When written documents are processed, and provided that the service employee is not assigned a call, the next most important document is automatically opened after the process has been completed.
In order for customers to be given the right answer, even with complex and difficult questions, service employees can now use the new Expert Inquiry Function. Text templates are therefore also available for inquiries with colleagues, customers or external service providers.
Today ReplyOne already complies with the requirements of the new General Data Protection Regulation (DSGVO) that will enter into force in May 2018. Version 6.7.5 of ReplyOne, available in the first quarter, will make it even easier to design processes in line with the DSGVO.
Plug&Play integration with telegra ACD and USU kcenter
As a central service platform with an open system architecture, ReplyOne not only enables omni-channel management of a wide variety of written service channels. At CCW, Sematell, together with telegra, will also give a live demonstration of an integrated omni-channel solution for telephony and correspondence that has a jointly defined interface developed in the context of a development partnership. telegra will be on location at the Sematell stand as a technology partner.
In addition, Sematell will present a full integration of ReplyOne with USU kcenter. As a result, text templates from the USU kcenter will automatically be available for responding to service inquiries as well. ReplyOne's powerful AI can recognize suitable templates in the Knowledge Center and suggest them as a response. At the same time, the categorization of ReplyOne into topics is stored in the Knowledge Center for future responses.
"Thanks to these strengths, ReplyOne is already much more than just an AI-based tried-and-tested response management solution with maximum productivity," explains Thomas Dreikauss, general manager of Sematell GmbH. "Together with strong technology partners, we are gradually developing the solution into a comprehensive and highly efficient management and controlling platform for contact centers."
Headquartered in Saarbrücken, Sematell is a leading provider of highly scalable response management solutions based on artificial intelligence. Sematell solutions for contact centers precisely analyze written inquiries in more than 40 languages and always deliver the right response to each individual customer. The outstanding language and topic recognition was developed at the German Research Center for Artificial Intelligence (DFKI) and ensures maximum productivity, customer satisfaction and efficiency.
The company is the initiator and a member of the Trusted Network for Innovative Omni-Channel Customer Service. As part of this cooperative venture, interfaces – such as specialized telephony, chat, translation and knowledge database solutions from market-leading providers – are made available for the ReplyOne response management solution. Sematell’s customer base includes such renowned names as Deutsche Telekom AG, Deutsche Postbank AG and Medion AG.
Jutta Lorberg | BSK Becker+Schreiner Kommunikation GmbH | Tel.: +49 (0) 2154 8122-22 | firstname.lastname@example.org