The PRWIRE Press Releases https:// 2013-09-26T01:49:00Z New [24]7 Social Offering Helps Businesses Turn Brand Advocates into a Direct Sales Force Online 2013-09-26T01:49:00Z new-24-7-social-offering-helps-businesses-turn-brand-advocates-into-a-direct-sales-force-online [24]7, the intuitive customer experience company, today announced [24]7 Social <http://www.247-inc.com/products/247-Social> , a suite of applications that leverages prediction, real-time decisioning and intuitive design frameworks to make the social sharing of purchases, promotions, products and customer experiences easy for consumers. [24]7 Social transforms social sharing from just a web interaction to a broader, omnichannel experience where consumers can share through different enterprise channels. The new suite of [24]7 Social applications also makes it possible for marketers and eCommerce executives at large enterprises to drive conversations, conversions and incremental online sales. In today’s culture, social sharing is becoming a mainstream activity – 15 percent of online shoppers ‘share’ their purchases, 40 percent read product and brand postings by friends, and 5 percent click through and purchase, according to [24]7 deployment data. With [24]7 Social, enterprises can now harness the power of brand advocates by incentivising them to become a direct sales force online, thereby making social sharing profitable for the enterprise. [24]7 Social takes social sharing across channels, where sharing can be easily done on the web, in a web chat, or other enterprise channel. [24]7 Social also engages brand advocates in the right interaction at the right time. Through predictive analytics, marketers can identify, target and engage influential consumers at the right moment, making it easy for consumers to share as a natural extension of the customer experience. “This new world of engagement begins with social sharing,” noted R “Ray” Wang, founder and chairman, Constellation Research, Inc. “Products that enable brand advocates to frictionlessly share their experiences improve engagement and of course the top line.” [24]7 Social includes the following four apps: · Purchase Sharing – Consumers share purchases after checkout is complete, increasing conversion rates. · Product Sharing – Consumers share products while browsing product pages, increasing awareness. · Promotion Sharing – Consumers share promotions from an enterprise’s website and other materials, increasing incremental sales. · Experience Sharing – Consumers share their experiences after a successful customer service interaction, increasing brand loyalty. “Today’s social consumer can become an enterprise’s best evangelist if the customer service experience is easy, seamless and taps into the power of a consumer’s social influence,” said PV Kannan, co-founder and CEO, [24]7. “Social sharing crowdsources brand promotion and cultivates brand ambassadors which increases engagement levels across a variety of a consumer’s social networks. This social sharing helps create buzz around different products, promotions, purchases and experiences which ultimately improves a company’s branding and business results.” [24]7 Social is available immediately. To learn more about [24]7 Social, please visit: http://www.247-inc.com/products/247-Social or watch the [24]7 Social overview video at: http://www.youtube.com/watch?v=0gQn2ZalFJs&feature=youtu.be About [24]7 [24]7 makes customer service and sales simple. Our platform and applications use big data and predictive analytics to understand customers and drive better service and sales results for large enterprises. We do this over 2.5 B times a year for the world’s leading companies. [24]7’s platform enables an omnichannel interaction experience. We connect customer interactions across an enterprise’s web, mobile, chat, social, and phone channels. It’s all in real-time and in the cloud. Our solutions drive immediate business results. We increase revenues, reduce service and sales costs, and create more satisfied customers. [24]7 serves the Global 100 market leaders in the Financial Services, Retail, Telecommunications, Technology, and Travel Industries. [24]7 is noted by Forbes as one of America’s Most Promising Companies. [24]7 is a trademark of 24/7 Customer, Inc. [24]7 is based in Campbell, California. For more information, visit: www.247-inc.com [24]7 is a trademark of 24/7 Customer, Inc. All other brands, products or service names are or may be trademarks or service marks of their respective owners. [24]7 Assist Cited as Online Engagement Chat Solution in Independent Review of Customer Service Solutions 2013-06-06T22:35:00Z 24-7-assist-cited-as-online-engagement-chat-solution-in-independent-review-of-customer-service-solutions [24]7 <http://www.247-inc.com/> , the intuitive customer experience company, today announced the inclusion of its [24]7 Assist product in the June 2013 report entitled: “Market Overview: Chat Solutions for Customer Service” by Forrester Research, Inc. According to Forrester, chat is critical to the promise of customer service. The research, just released, spotlights the capabilities of integrated and standalone chat solutions, providing a decision framework for choosing the right enterprise to consumer chat product. [24]7 Assist is part of a larger family of cloud-based, multi-channel sales and customer service solutions powered by [24]7’s Predictive Experience Platform <http://www.247-inc.com/products> . The platform enables an omni-channel customer experience. [24]7 Assist is a smart chat solution that offers the industry a unique combination of predictive analytics and real-time decisioning, intuitive experience, and a smarter agent workspace for agent productivity and performance management. [24]7 Assist is proven to enable higher sales revenue, improved conversion rates and higher customer satisfaction. According to the report, highlights of the [24]7 Assist solution include, “predictive chat (model-based) to better target customers based on real-time analysis of customer Web and mobile journeys,” as well as deep customization of engagement interfaces, robust reporting, and analytics to manage and optimize visitor engagement. The report also mentions [24]7’s pay-for-outcome model, where pricing is based on successful business outcomes. “We are pleased to be included in the report and believe that being named is a testament to our status in the industry,” said PV Kannan, founder and CEO of [24]7. “We look forward to continuing our product and company momentum with solutions based on the predictive power of our platform – solutions that disrupt the status quo, as we reinvent the customer experience, across channels, devices and industries.” Contact [24]7 at www.247-inc.com/forrester-report <http://www.247-inc.com/forrester-report> for a copy of the report. About [24]7 [24]7 makes customer service and sales simple. Our platform and applications use big data and predictive analytics to understand customers and drive better service and sales results for large enterprises. We do this over 2.5 B times a year for the world’s leading companies. [24]7’s platform enables an omni-channel interaction experience. We connect customer interactions across an enterprise’s web, mobile, chat, social, and phone channels. It’s all in real-time and in the cloud. Our solutions drive immediate business results. We increase revenues, reduce service and sales costs, and create more satisfied customers. [24]7 serves the Global 100 market leaders in the Financial Services, Retail, Telecommunications, Technology, and Travel Industries. [24]7 is noted by Forbes as one of America’s Most Promising Companies. [24]7 is a trademark of 24/7 Customer, Inc. [24]7 is based in Campbell, California. For more information, visit: www.247-inc.com [24]7 is a trademark of 24/7 Customer, Inc. All other brands, products or service names are or may be trademarks or service marks of their respective owners. Intuitive Customer Experience Company [24]7 Acquires Social Commerce Firm Shopalize 2013-05-19T23:15:00Z intuitive-customer-experience-company-24-7-acquires-social-commerce-firm-shopalize [24]7, the intuitive customer experience company, has announced its acquisition of Shopalize, a comprehensive social commerce platform specialising in social sharing and social referral solutions. With its Predictive Experience Platform, [24]7 leverages big data and predictive analytics to better understand customers and improve customer service and sales results for top global enterprises in multiple industries. With the acquisition of Shopalize, [24]7 will offer rich, intuitive social experiences to online consumers while they interact with online businesses. Shopalize enables e-commerce retailers to promote their brand and increase sales through social sharing, then measure the ROI of social marketing initiatives through comprehensive analytics. Using Shopalize social plugins, consumers can share their purchases or promotions after order checkout and optionally earn rewards for referring friends to e-commerce retailers. Consumers can also use the plugin to discover, in real time, which products other consumers are buying from the retailer. Shoppers considering a purchase can also solicit friends’ input by asking them to vote on a set of short-listed products while sharing their opinion. Implementing the Omnichannel Vision The Shopalize acquisition is the latest step in realising [24]7 CEO PV Kannan’s omnichannel vision to power multi-channel, multi-modal and multi-device engagement to make customer service and sales simple. The newly acquired technology and products, along with [24]7’s recently announced solutions, such as [24]7 Assist, will improve prediction and real-time decisioning, while driving improved e-commerce service and sales outcomes across online and mobile channels. “This is an excellent opportunity for [24]7 to combine rich content from users and cutting-edge social engagement and amplification tools with our Predictive Experience Platform, to offer an unparalleled customer experience and accelerated sales for e-commerce companies,” stated [24]7 founder and CEO PV Kannan. “With our omnichannel vision, we are enabling customer interactions across all channels and applying our predictive analytics to give customers a smarter, simpler experience. We’re transforming the customer experience step by step and improving service and sales across industries.” Shopalize’s technology and product will be integrated with [24]7’s existing products and will also be offered as a stand-alone solution to enterprise clients. About [24]7 [24]7 makes customer service and sales simple. Our platform and applications use big data and predictive analytics to understand customers and drive better service and sales results for large enterprises. We do this over 2.5 B times a year for the world’s leading companies. [24]7’s platform enables an omnichannel interaction experience. We connect customer interactions across an enterprise’s web, mobile, chat, social, and phone channels. It’s all in real-time and in the cloud. Our solutions drive immediate business results. We increase revenues, reduce service and sales costs, and create more satisfied customers. [24]7 serves the Global 100 market leaders in the Financial Services, Retail, Telecommunications, Technology, and Travel Industries. [24]7 is noted by Forbes as one of America’s Most Promising Companies. [24]7 is a trademark of 24/7 Customer, Inc. [24]7 is based in Campbell, California. For more information, visit: www.247-inc.com <http://www.247-inc.com> Innovative [24]7 Visual Speech Poised as a Game-Changer Extending IVR to the Mobile Web on Smartphones 2013-03-21T01:03:00Z innovative-24-7-visual-speech-poised-as-a-game-changer-extending-ivr-to-the-mobile-web-on-smartphones [24]7, the intuitive customer experience company, today announced the [24]7 Visual Speech solution, a new service that transforms existing interactive voice response (IVR) into a next-generation mobile customer experience. In a world that is rapidly going mobile, [24]7 Visual Speech delivers a unified customer experience across IVR and mobile without losing the customer’s context. The new [24]7 solution is unique in the industry in leveraging predictive analytics and real-time decisioning. The contact centre IVR continues to be a dominant channel used by consumers despite the expansion of web, chat, social and other channels. Actual usage of mobile apps by consumers is low as they must make the effort to download the app and consistently use it. [24]7 Visual Speech provides consumers using IVR systems with an advanced HTML5 mobile web experience without requiring the consumer to download a mobile application. The IVR guides the consumer to a successful transaction by bridging to the mobile web. By acquainting consumers with mobile self-service, the results are higher adoption of the mobile app, greater self-service automation, and a more engaging customer experience. As a multimodal solution, [24]7 Visual Speech enhances the speech capabilities of an IVR with screen input and output, making it easy to complete complex tasks. Consumers can now take advantage of the visual interface of the smartphone to see complex data such as pictures, tables and forms. Entry of information can be done by touch, type, or speech, based on the consumer’s preference. The multimodal flexibility increases engagement and self-service completion. [24]7 Visual Speech’s predictive analytics and real-time decisioning determine which IVR callers should be engaged with a multimodal experience, and precisely when to do so during the customer’s journey. By accurately predicting the individual consumer’s intent, [24]7 Visual Speech can offer multimodal experiences that increase the scope of tasks that can be easily completed in self-service. Multimodal Solution for Predicted Smartphone Market in 2013 is a Game-Changer The world is moving to smartphones, and “sales of worldwide smartphone sales to end users will be close to 1 billion units in 2013,” notes Gartner, Inc. in “Market Share Analysis: Mobile Phones, Worldwide, 4Q12 and 2012,” A. Gupta, et al, 12 February, 2013. [24]7’s multimodal solution gives consumers a way to move from IVR phone interactions to the mobile web using their smartphones. Initial results are evidence that consumers have a large appetite to use their smartphones for customer service. [24]7 is seeing consumer adoption rates for [24]7 Visual Speech greater than 80 percent with over 90 percent task completion success rates. A top three global credit card issuer deployed the solution and it is expected to handle more than 10 million interactions per year. “Consumers typically have a hard time using an IVR and eventually end up pushing the zero button on their phones right away,” stated PV Kannan, founder and CEO, [24]7. “At [24]7, through in-depth research we developed a way to enhance the IVR experience through the use of the smartphone. We use the smartphone for what it does best, to show a large amount of information on the visual screen. In addition, consumers don’t have to download an enterprise app. Consumers really value the ease, the speed, and the innovation of [24]7 Visual Speech.” [24]7 Visual Speech is available immediately. For additional background and a video demonstration of the service, please visit: http://www.247-inc.com/products/247-visual-speech About [24]7 [24]7 makes customer service and sales simple. Our platform and applications use big data and predictive analytics to understand customers and drive better service and sales results for large enterprises. We do this over 2.5 B times a year for the world’s leading companies. [24]7’s platform enables an omnichannel interaction experience. We connect customer interactions across an enterprise’s web, mobile, chat, social, and phone channels. It’s all in real-time and in the cloud. Our solutions drive immediate business results. We increase revenues, reduce service and sales costs, and create more satisfied customers. [24]7 serves the Global 100 market leaders in the Financial Services, Retail, Telecommunications, Technology, and Travel Industries. [24]7 is a trademark of 24/7 Customer, Inc. [24]7 is based in Campbell, California. For more information, visit: www.247-inc.com [24]7 is a trademark of 24/7 Customer, Inc. All other brands, products or service names are or may be trademarks or service marks of their respective owners. Australian Rural Insurance Specialist Selects [24]7 Assist, the Predictive Chat Solution for Online Customer Support 2013-02-27T23:08:00Z australian-rural-insurance-specialist-selects-24-7-assist-the-predictive-chat-solution-for-online-customer-support [24]7, the intuitive consumer experience company, today announced that FERME Insurance, a business and agricultural insurance specialist and an accredited authorised representative of CGU Insurance, has deployed [24]7 Assist, a new live predictive web chat platform. [24]7 Assist will be used by FERME Insurance to enhance the experience of hobby farm enthusiasts who visit the company’s website searching for relevant farm insurance products. [24]7 Assist will assist FERME Insurance’s business strategy by providing live assistance with insurance quotes through website screen pop-up functionality. Live chat screen support will help visitors to complete online forms, clarify questions in real-time and ultimately result in faster quote generation. Using predictive capabilities and the customer’s web site visitor information, [24]7 Assist determines which customers will most likely benefit from live forms assistance. Paul Griffin, Managing Director, FERME Insurance, said, “We were attracted to the rich feature set functionality inherent within the [24]7 chat solution and the ongoing development program which the company has in place to support forms-based processing enterprises.” “The deployment of [24]7 Assist will support our ongoing strategy of being a trusted adviser in matching the appropriate, tailored insurance products with our customer needs, while providing specialist assistance in real-time to guide visitors through the forms process.” Later this year, FERME Insurance plans to expand its use of [24]7 Assist to other parts of its insurance business. This business helps individuals with small businesses that require farm motor and crop insurance. “The [24]7 solution will rapidly become another way for us to help small business in Australia while at the same time provide the market with access to web site functionality normally reserved for big insurance companies. We are an insurance advisory hub and can now bring the FERME Insurance brand to the fore by providing a compelling customer experience. Ultimately, we want to have a great web site and superimpose this with the best chat functionality.” Ferme Insurance believes that the [24]7 Assist chat platform will allow its customers to get good advice in a timely manner and provide a robust alternative to the potential inconvenience of a phone call. About [24]7 [24]7, the intuitive consumer experience company, provides software and services that make it simple for consumers to connect with companies to get things done. [24]7 is a trademark of 24/7 Customer, Inc. [24]7 has one of the largest cloud-based, self-service networks in the world, managing more than 2.5 billion interactions annually. [24]7's software helps companies anticipate what consumers want, simplify interactions, and learn from those interactions so that future experiences get better all the time. [24]7 is based in Campbell, California. For more information, visit: www.247-inc.com [24]7 is a trademark of 24/7 Customer, Inc. All other brands, products or service names are or may be trademarks or service marks of their respective owners. Lenovo and Optus Select [24]7 Assist to Dramatically Improve Customer Chat Experience 2013-01-23T02:30:00Z lenovo-and-optus-select-24-7-assist-to-dramatically-improve-customer-chat-experience [24]7 today announced Lenovo and Optus have selected [24]7 Assist <http://247-inc.com/products/247-Assist> , the first live chat solution that combines prediction and real-time decisioning with big data analytics. [24]7 Assist has now been chosen by global industry leaders in the technology, telecommunications, financial services and retail industries. Based on [24]7’s powerful Predictive Experience Platform <http://247-inc.com/products> , which delivers an improved customer experience across web and mobile channels, [24]7 Assist drives more productive and effective sales and customer service journeys. With the [24]7 Assist chat solution, [24]7 has reimagined the agent workspace from the ground up. The company has developed new productivity features for today’s agent and created more powerful agent performance management capabilities. Together, this unique combination of predictive power, agent productivity, and performance management delivers higher sales revenue, and improved conversion rates and customer satisfaction. [24]7 Assist is part of a larger family of cloud-based, cross-channel sales and customer service solutions powered by [24]7’s Predictive Experience Platform. Solutions powered by the [24]7 platform deliver consistent and contextual experiences across channels and devices. Lenovo, a $30 billion personal technology company, has long been a customer of [24]7. The company cites clear business results: “[24]7’s cloud-based predictive analytics platform has delivered real business results for Lenovo. Chat revenue used to be a very small part of our sales, less than one percent. Today chat revenue is a significant contributor to our revenue stream, representing over 30 percent of total online sales. The predictive analytics accurately tells us whom to target, when to intervene, how to help, and what to offer. Now we spend more time helping the right customers in the right ways,” commented Lewis Broadnax, Executive Director, Web Sales and Marketing, Lenovo. Optus, the Australian leader in integrated communications, is part of the SingTel Group, Asia’s leading communications group. Optus is a long-time [24]7 customer and has added [24]7 Assist to its online customer interaction capabilities. “Optus is committed to providing a world-class, omni-channel experience to our customers. The [24]7 Assist chat solution helps Optus leverage prediction and strong data analytics to deliver this experience. [24]7 continues to deliver the most innovative technology for customer interactions for Optus,” said Rohan Ganeson, Managing Director Sales, Consumer Group at Optus. “[24]7 has done a remarkable job incorporating big data, predictive analytics, and cross-channel interactions in its real-time decisioning engine technology,” said Keith Dawson, Principal Analyst, Customer Experience and Interaction at Ovum. “This, in addition to the vendor’s unique outcome-based pricing approach, makes [24]7 a leader in this emerging space as highlighted in Ovum’s recent report, The Competitive Landscape for Realtime Customer Interaction Decisioning Tools.[1] Key capabilities of [24]7 Assist available today include: Prediction and real-time decisioning [24]7 Assist mines 100 percent of customer interactions, then uses machine learning to recognise complex patterns and refine predictions in real-time to account for the intent of individual customers. [24]7 Assist is already evaluating real-time models one billion times per month across its deployed client base to better anticipate and serve the needs of individual customers. [24]7 Assist knows which individuals prefer chat as a channel, when during the journey agents should intervene, how to intervene, and what to offer. The results are continuous improvements in the customer experience metrics that matter to companies, within three months. Intuitive experience Conversations become a personalised experience, based on the customer’s intent and history. Rich interactive content such as video, maps and graphical product images are offered, and the chat window and experience is flexibly tailored to the customer’s device automatically, whether the engagement takes place on a desktop, laptop, smartphone or tablet. Smarter agent workspace [24]7 Assist was designed with direct input from agents, and for today and tomorrow’s agents. The interface was designed to maximize collaboration and ease of use. Flexible workspaces allow agents to easily access predictive information on customers, and to then offer rich interactive content easily. As a result, agents become more productive and can more easily drive business results. “[24]7 Assist is a key part of our cross-channel customer solutions being adopted by the world’s leading retail, technology, communications, financial and travel companies. It is critical to our broad vision of delivering a ‘single digital hub’ where customers can use any channel and device and interact in a consistent, intuitive way,” said PV Kannan, founder and CEO, [24]7. “It is our clear intention to disrupt and then transform the entire customer experience across industries, using big data and prediction as our foundation.” For additional background and a video demonstration, please visit: www.247-inc.com About [24]7 [24]7, the intuitive consumer experience company, provides software and services that make it simple for consumers to connect with companies to get things done. [24]7 is a trademark of 24/7 Customer, Inc. [24]7 has one of the largest cloud-based, self-service networks in the world, managing more than 2.5 billion interactions annually. [24]7's software helps companies anticipate what consumers want, simplify interactions, and learn from those interactions so that future experiences get better all the time. [24]7 is based in Campbell, California. For more information, visit: www.247-inc.com [24]7 is a trademark of 24/7 Customer, Inc. All other brands, products or service names are or may be trademarks or service marks of their respective owners. [1] The Competitive Landscape for Realtime Customer Interaction Decisioning Tools, July 18, 2012, A. Brinsmead [24]7, IBM, Oracle, SAP Among Featured Leaders in Ovum’s Latest Report on Real-Time Customer Interaction Decisioning Solutions 2012-07-27T01:32:00Z 24-7-ibm-oracle-sap-among-featured-leaders-in-ovum-s-latest-report-on-real-time-customer-interaction-decisioning-solutions [24]7, the intuitive consumer experience company, today announced that it has been recognised by Ovum as a leader for its real-time decisioning (RTD) solutions, in the analyst firm’s latest report, “The Competitive Landscape for Realtime Customer Interaction Decisioning Tools” (July 18, 2012). The report provides an overview of the leading ten RTD vendors in the market, including [24]7, IBM, Oracle and SAP. The research, undertaken by analysts Aphrodite Brinsmead and Keith Dawson, notes key differentiators of [24]7’s big data solution including a cross-channel platform that uses predictive analytics and machine learning to identify who to target, and how to intervene in real-time to drive sales and customer service outcomes. According to Ovum, real-time decisioning (RTD) is the use of real-time information to improve customer transactions and interactions as they happen. “[24]7 provides a cloud-based platform that uses big data and prediction to create simpler, more natural customer experiences,” noted Aphrodite Brinsmead, Senior Analyst, Customer Interactions, Ovum, and an author of the study. “[24]7’s RTD solution integrates online, mobile, speech, and contact centre assets in a single platform and provides ongoing analysis of how each channel is performing. Customers can continually refine their customer intent and engagement models in order to improve the customer experience.” [24]7’s Predictive Experience (Px) Platform <http://247-inc.com/platform> is the largest cloud-based customer service platform in the world. It predicts a consumer’s intent, provides the simplest path to success, and continually learns from every interaction. The Px solution helps businesses drive quantum leaps in performance and customer satisfaction. “Our inclusion in this insightful new research from Ovum sheds light on the ways we’re delivering real-time business value into some of the world’s leading companies,” commented Ravi Vijayaraghavan, VP and Global Head, Analytics and Data Sciences, [24]7. “With our predictive ‘Anticipate-Simplify-Learn’ model, we can continuously analyse and improve the interaction with customers across channels, which helps us dramatically improve the consumer experience.” For additional details, or to request a copy of the report, please visit the [24]7 blog at http://247-inc.com/resource-center/blog or contact us <http://247-inc.com/company/contact About [24]7 [24]7 Inc., the intuitive consumer experience company, provides software and services that makes it simple for consumers to connect with companies to get things done. [24]7’s software helps companies anticipate what consumers want, simplify interactions, and learn from those interactions so that future experiences get better all the time. [24]7 is based in Campbell, California. For more information, visit: www.247-inc.com [24]7 is a trademark of 24/7 Inc. All other brands, products or service names are or may be trademarks or service marks of their respective owners.