ISG AUTOMATION
NICE ’ S NEVA PRODUCT
Of particular note is NICE ’ s NEVA product – a virtual assistant designed specifically with customer service staff in mind , able to help them both online and offline functions . The utility of NEVA was underscored and put to the test when ISG observed customer service agents experience increased call volumes as a result of complications caused by COVID-19 .
The liberty afforded to them by NICE ’ s software meant that this spike in activity could be more effectively managed . “ If you ’ re spending less end-to-end time dealing with a customer , that increases your ability to absorb more contacts ,” he continues . “ For me , NEVA is a real business value driver and a key enabler . It ’ s always great to see the appreciation NICE ’ s technology gets from my clients .”
124 service providers . Sometimes , we ’ ve found it difficult to educate partners on attended automation ’ s benefits , but ISG got on the bandwagon immediately .” Furthermore , Karev believes the company ’ s partnership with ISG will become more strategic and visible as their relationship develops .
Already thoroughly intertwined with each other ’ s goals , Karev even states that by helping ISG he has come to regard its customers as his own . “ ISG is a company that is highly committed to its customers and the success of its projects ,” he summarises . “ We ’ ve been on a journey to embed AI into our robots and bring further product differentiation and more capabilities . The smarter our products are , the more value ISG can bring to its end customers . This is something that NICE intends to continue partnering with ISG on .”
Meanwhile , [ 24 ] 7 . ai is dedicated to creating a seamless and thoroughly customisable customer service experience . Founded in 2000 , the company began gaining traction in India as a business process outsourcer , before expanding into other areas in Asia , South America and the US . Now ,
DECEMBER 2020