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Neuraswitch Announces ConnexionsCX, The First Cloud Contact Center…

In this day and age, offering effective customer service is vital. When consumers get frustrated because they can’t get the support they need, businesses might not only risk losing the trust of their customers but, undermine their reputation, brand and productivity.

In such a diverse and demanding market, offering effective customer service solutions is more complex than ever: it’s not just about helping a customer solve a problem or access a service – it’s about understanding demographics and finding the “right” way to approach customer service based on who you are dealing with.

A hip young New Yorker and a baby boomer from the Midwest will respond well to different customer service approaches, and it’s very necessary to identify the needs and style of the target audience, in order to offer a positive customer service experience. In other words, people of all walks of life want to know that they are valued, and cookie-cutter customer service solutions simply aren’t cutting it anymore (no pun intended!)

  • Considering the human factor

The team behind ConnexionsCX came up with a very innovative concept that will connect the right customer service professionals to the right audiences, stream-lining the process for businesses and consumers alike.

ConnexionsCX allows businesses to offer a unique customer experience by intelligently routing requests to agents that best match the personality profile of any given customer, really adding value to the “human” component of customer service in a time when excessive reliance on “boxed-in” technologies risks to ruin the personality of the experience.

  • An emotional experience

The process is AI-powered, with sophisticated technologies that have been designed to learn and even improve over time. ConnexionCX could be defined as an emotional intelligence tool since it can respond to the emotional states of clients and customer service agents in real time by analyzing the voice and tonal responses of the interlocutors.

This technology creates high levels of engagement and accurate matches through behavior analysis. ConnexionCX can also offer valuable guidance to agents throughout the customer service process, by providing contextual insights and conversational support in real time.

Artificial Intelligence, automation and analytics are indeed the 3 core concepts at the basis of ConnexionCX. The synergy of those aforementioned areas contributes to an outstanding, state-of-the-art platform with the potential to make a difference in the world of customer service technologies and business AI.

Resources:

To learn more visit http://www.connexions.io

To set up a platform walk-through contact support(at)connexions(dot)io

About NeuraSwitch

NeuraSwitch was founded by a team of call center professionals who wanted to redefine the customer experience by creating a unique cloud contact center solution with artificial Intelligence built right into the platform. For more information visit http://www.neuraswitch.com.

Salesforce Einstein is a trademark of Salesforce.com, Inc.

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