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Virtually Speaking

Frost & Sullivan Commends Next IT for Its Strong Ability to Improve Clients' Customer Service Strategy

Posted by Next IT on Dec 14, 2015 5:39:12 PM


The company’s Alme virtual assistant platform has boosted engagement with targeted audiences by 130 percent and offers results-driven automated solutions

MOUNTAIN VIEW, CA, December 14,2015: Based on its recent analysis of the intelligent virtual assistant market, Frost & Sullivan recognizes Next IT with the 2015 Latin American Frost & Sullivan GIL 88 Award. Next IT’s flagship product, the Alme virtual assistant platform, provides automated solutions for common customer service questions and has proven to increase engagement with targeted audiences by 130 percent. Furthermore, the platform can serve multiple verticals, is multi-language compatible and can be easily integrated on numerous channels to enable interaction via talk, tap, or text.

“The Alme platform has already handled over 95 million customer interactions in the travel industry alone, with more than 60,000 questions answered daily and a superior response rate as high as 96 percent,” said Frost & Sullivan Best Practices Analyst Melody Siefken. “Overall, Next IT’s customers have experienced as much as a 70 percent reduction in call volume, an 83 percent drop in live-chat volume and a 70 percent decrease in email volume in addition to over $45 saved with every virtual assistant engagement.”

Next IT’s foray into Brazil is marked by its partnership with the sales and marketing team of TAM, the biggest Brazilian airline, which sought to create a virtual contact center agent (VA). It is the Alme platform that provided TAM with a VA that converses with customers like a human would. The platform helped answer over 16 million questions and reduced call center volume by 33 percent for the client company.

“Next IT’s successful partnership with TAM resulted in the expansion of its office in Brazil and more than half a dozen new customers in Latin America,” noted Siefken. “Through tightly woven relationships, Next IT has provided these new customers with successful solutions based on its expertise in the market and commitment to best practices in solving end-user issues.”

During each interaction, Next IT consults the client, discussing their concerns and business goals. Next, the company receives data from the client, such as transcripts used to answer call center questions, and runs it through proprietary analysis tools to create the initial version of the customer’s natural language model. This model is then presented to the customer, who decides whether to make Alme a part of their customer-service strategy.

Subsequently, a team from Next IT assists with implementing and integrating the platform into the customer’s existing systems, ensuring that there is no disruption to the workflow. The technology is licensed to the customer through a multi-year contract, and frequent checks are performed to ensure that the return on investment is sufficient and that required adjustments to the natural language model are being made.

Backed by strong best practices, Next IT has managed to offer superior products and services to its customers. It is therefore a deserving candidate for the Frost & Sullivan GIL 88 Award.

Each year, Frost & Sullivan presents this award to companies that are best prepared to survive and thrive in an economic environment being shaped by disruption, collapse and transformation. These companies are the ones to watch as they set new standards in product development, marketing strategy, vision implementation, technology innovation and transformation of the customer experience.

Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.


Topics: Verint Next IT, Press Releases