Qualtrics, SAP partner in offering advanced contact center analytics to a trusted platform
Software companies Qualtrics and SAP are set to collaborate in bringing Qualtrics XM Discover’s AI and machine learning capabilities into SAP Service Cloud.
This partnership aims to deliver advanced contact center analytics into an intelligent customer service platform to help organizations offer more empathy in every customer interaction.
SAP Customer Experience President & Chief Product Officer Ritu Bhargava said that organizations who would benefit from this deal “can unlock deeper customer understanding, take real-time action to streamline their business processes, ultimately improving the customer experience and increasing life-time value.”
For his part, Qualtrics XM Discover Chief Product Officer Fabrice Martin added that “organizations can uncover unmet expectations and build the products, services, and experiences people want–with speed and scale” through this new integration.
By combining operational and experience data in a single platform, organizations will have a 360-degree view of their customers’ purchases, interactions, experiences, and feedback over time.
This information allows organizations to more efficiently predict retention risks or upsell opportunities, and take action to address issues with individual customers or groups of customers.
This collaboration is expected to be available on the H2 2022 to SAP Service Cloud and Qualtrics XM Discover customers.
