Netomi has been officially named a ‘Cool Vendor’ by Gartner in their latest report, ‘Cool Vendors in CRM Customer Service and Support’ ID: G00388470, published on May 17, 2019.
The report notes that “customer service and support leaders are looking for innovative ways to differentiate their organizations through digital transformation.”
“Customer service application leaders”, the report states, “must identify cutting-edge technologies to improve consistency and personalization in service experiences without increasing the effort for customers, or the time needed for triage and routing.”
As noted in the report, “the Cool Vendors in this research can help in areas such as personalization, cross-channel engagement continuity and unstructured communications analysis.”
“We’re honored to be recognized by Gartner as a Cool Vendor in their 2019 report,” said Puneet Mehta, Founder / CEO, msg.ai. “ The battleground for superiority is no longer category dominance, it is customer engagement. In order to meet fast-rising consumer demands for personalized, convenient and instantaneous resolutions, companies must leverage AI as part of their workforce. Our platform combines machine and human intelligence to automatically resolve 50% of customer service tickets, boost agent productivity and delight customers with faster resolutions.”
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