FRANKLIN, MA – September 18, 2017 – Interactions, LLC, a leading provider of Intelligent Virtual Assistants (IVAs) for enterprise customer care, today announced it was recognized by DMG Consulting as one of seven innovative vendors featured in the firm’s inaugural Intelligent Virtual Agent Product and Market Report.
The Intelligent Virtual Agent Product and Market Report by DMG Consulting highlights the growing prevalence of IVAs in the contact center and customer service-related markets. It explains the need for “self-service solutions that are cost effective and appealing to customers”. The report covers seven leading and contending vendors who offer a broad range of solutions.
Interactions IVAs combine artificial intelligence with human understanding to help their clients offer unprecedented customer care. Our IVA understands everything that customers say or write, including alphanumeric information and email addresses—regardless of the language, dialect or accent—and responds appropriately according to the client’s business rules. Customers realize a more productive and less frustrating customer care experience, while companies experience more efficient automation – even for complex and lengthy transactions – improvements in self-service, and freeing up agents to handle tasks where their expertise is needed the most.
“Our research shows that the majority of consumers, regardless of age, prefer using self-service, as long as it works,” said Donna Fluss, President of DMG. “Enterprises are starting to adopt IVAs as replacements for outdated voice self-service solutions, because they are smarter, more accurate and easier to use.”
“Modern customer care is about creating seamless communication between companies and customers, regardless of channel,” said Mike Iacobucci, CEO of Interactions. “Solutions that achieve high quality service, automated at enterprise scale, will drive the future of trust between consumers and the companies they choose. By combining artificial intelligence with human understanding, Interactions IVAs are uniquely engineered to solve this complex problem for both businesses and their consumers.”
About DMG Consulting
DMG Consulting LLC is a leading independent research, advisory and consulting firm specializing in contact centers, back-office and real-time analytics. DMG provides insight and strategic guidance and tactical advice to end users, vendors and the financial community. Each year, DMG devotes more than 10,000 hours to producing primary research on IT sectors. Our actionable recommendations are proven to deliver a lasting competitive advantage, and often pay for themselves in as little as three months. Learn more at www.dmgconsult.com.
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