Contact Center Solutions Featured Article

Contact Center Solutions Week in Review: Solvvy, Pegasystems, and More

November 04, 2017

The Contact Center Solutions Community was brimming with news this week. Solvvy raised $12 million to fix the customer service industry while Pegasystems is using AI to enhance efficiency. But, that was just the tip of the iceberg. In case you missed anything, we have you covered with the Contact Center Solutions Week in Review.

Solvvy announced it raised $12 million in Series A funding, led by Scale Venture Partners. The round included participation from existing investors Pear Ventures, Signatures Capital, and True Ventures, increasing the company’s total funding to $16.5 million. Annually, $300 billion is spent on call center agents globally, with 80 percent of companies claiming to deliver “superior” customer service. Customers seemingly disagreed with that number so something clearly had to be done.

Altura Center Communications and Datatel Communications Inc. teamed up to deliver healthcare enhanced cash flow acceleration solutions, which can be implemented in either contact center or back office operations. Along with contact center assessments for technology and call routing, the solutions can help maximize operational ROI for healthcare contact centers.

Pegasystems Inc. announced new AI and virtual assistant capabilities in Pega solutions. Resolution time is lessened, errors eliminated, customer satisfaction is increased, and agent stress is reduced. “When it comes to satisfying your customers, every second counts in the digital world. This is why many of our clients turn to our AI-powered solutions to help bring fast and accurate resolution to service cases coming in from any channel,” shared Don Schuerman, CTO and VP product marketing, Pegasystems.

Last but certainly not least, KIVA Group, an omni-channel CEM/CRM software provider to financial institutions, announced its hosted Respect unified Communication Center (uCC) offering. Available to all credit unions and banks, the new inbound service solution can be deployed as a completely new agent service desktop, integrated into the core system in under a month.

Be sure to come back early and often next week to see everything exciting and new that is going on!