INDUSTRY WATCH
Cloud products to help
companies respond to customers
A cloud based digital platform
will enable businesses to better
understand and respond to the
requirements of its customers.
IST, the customer experience technology
specialists, has announced the launch
of IST OmniCloud, a cloud-based digital
customer experience platform, and IST
Sentiment Analysis.
Continuing to build on IST’s 15-year
legacy of enabling enterprises in the
Middle East to deploy customer-centric
contact centres that deliver improved
customer outcomes, the products are
available as independent solutions or as
an integrated platform.
IST OmniCloud and IST Sentiment
Analysis allow enterprises to build a
comprehensively integrated customer
experience across the web, email and
social channels.
Sherif Fahmy, Marketing Manager at
IST, said: “The digital customer journey
is now more important than ever –
people expect to have digital frictionless
interactions, whether it is with their
family and friends or with their bank
and telco.
“The voice channel in contact centres
has become a commodity and
in our view, for enterprises in the
region looking to gain a competitive
advantage, offering their customers
a seamlessly connected customer
experience across all digital channels is
the differentiating factor.
“According to data from a survey we
conducted in May 2017, only 35 per
cent of organisations in the Middle East
currently follow such a customer service
strategy, though we expect to see this
number grow significantly as over 40
per cent of respondents confirmed that
they will be making an investment in
digital contact centre solutions over the
next 12 months.”
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INTELLIGENTCIO
IST Sherif Fahmy Marketing Manager IST
IST OmniCloud, powered by Genesys, is a
cloud-based digital customer experience
platform, that empowers organisations
with pro-active connected social, web
and email engagement. It connects an
organisation’s digital channels together
in ONE Agent Desktop, using ONE
reporting engine, with ONE unified view
of the customer interactions and utilising
ONE routing engine to allow powerful,
effective management of all digital
customer interactions.
IST’s Sentiment Analysis solution offers
businesses the chance to listen in on
their customers’ conversations, in English
and Arabic, across popular social media
platforms. With an accuracy of over
80 per cent, compared to the industry
average of about 40-50 per cent, it
can automatically decipher whether
customers’ comments are positive,
negative or neutral.
The solution can also determine
possible sales opportunities by flagging
comments that contain questions.
This actionable intelligence feature
is an industry-first and allows call
centres to better manage and direct
their customer calls to the appropriate
agents based on the sentiment and
topics those customers expressed on
social media.
“For over 15 years, IST has partnered
with leading technology providers like
Genesys, Cisco, Verint and Entersekt
and heavily invested in research and
development to provide enterprises
in the region with bespoke solutions
for contact centres, digital banking,
text to speech, voice biometrics, smart
e-branches and back office,” said Sherif.
“We believe that the launch of IST
OmniCloud and IST Sentiment
Analysis with several industry-first
features, is a game changer and will
afford enterprises the opportunity to
digitise the customer journey, provide
a connected customer experience,
positively affect customer outcomes,
and ultimately grow their business.” ¡
www.intelligentcio.com