Qualtrics rolls out 3 new contact center offerings
PROVO, UTAH & SEATTLE, UNITED STATES — Cloud-native software provider Qualtrics announced the rollout of three contact center innovations to transform the customer service landscape.
The new offerings — Real-Time Agent Assist (RTAA), Automated Call Summaries (ACS) and Frontline Team Assist — use AI (artificial intelligence) and machine learning to drive efficiency and quality in customer interactions.
RTAA is an intelligent tool that scrutinizes customer needs and emotional states to provide real-time coaching to contact center agents. This AI-powered assistance equips agents with the right approach to navigate each unique customer situation.
The ACS tool produces an automatic and thorough summary after every customer call, saving precious time while enhancing record-keeping.
Frontline Team Assist uses Qualtrics AI and Natural Language Understanding (NLU) to surface key insights into agent performance. This allows managers to give precise, constructive feedback that keeps agents engaged and continually improving.
Qualtrics reports that more than 18,750 organizations are using its AI technology. The company has two headquarters located in Provo, Utah, and Seattle. It also has 28 offices worldwide.
