Contact Center Solutions Featured Article

Zappix Announces Amazon Alexa Integration

January 17, 2019

Smart home devices are assisting us in our daily activities, from automating your morning routine to keeping the day’s soundtrack on point, Alexa and its siblings are serving us well. Now, a contact center solution provider is leveraging capabilities of Amazon’s Alexa to enhance self-service in the contact center.

Zappix announced integration with Amazon Alexa to elevate the customer experience. Unveiled at NRF’s BIG Show this week, the new integration will be a boon for self-service.

“Integrating with Amazon Alexa is a great fit for Zappix and our drive to meet consumers where they are,” said Yossi Abraham, Zappix president. “We are committed to offering our clients’ customers what they need when they need it through all of the of self-service channels they use. With the proliferation of IoT & Smart Home Devices, smart assistant capabilities are necessary for true omnichannel solutions in 2019.”

In specific, Zappix integrated Amazon Alexa into its core suite of self-service capabilities, allowing companies in the insurance, retail, healthcare, utilities and a number of other verticals to take advantage of what the smart home assistant can offer.  Put simply, companies can leverage the Natural Language Processing (NLP) to deliver a personalized, in-home, voice-controlled assistance.

“Zappix customers can immediately enjoy the benefits of integrating Amazon Alexa as part of the Zappix portfolio,” said Scott Mattocks, Zappix VP of engineering. “Our cloud-based, open platform and drag-and-drop Zappix Studio make launching and editing new implementations fast and seamless. Together with Zappix products like Visual IVR and On-Demand Apps, Amazon Alexa integration will help deflect more calls from live agents, increase call containment, and increase customer satisfaction while reducing costs.”

The addition of automation to customer service is an extraordinary area of innovation, and bringing Amazon Alexa into the fold, creates a future-forward, feature-rich product offerings.

What’s in your contact center?

Edited by Maurice Nagle