Giving customer service representatives faster and deeper access to unified, intuitive and pertinent customer information, Persistent Systems and Attivio announce Engage 360 on the Salesforce AppExchange, available now. Built on Attivio’s Cognitive Search and Insights Platform, Engage 360 helps organizations improve customer service productivity and effectiveness with optimized turnaround on customer issues and cases, better mean time to resolution, faster agent on-boarding and effective service supervision. The result is better customer satisfaction and loyalty, improved service staff productivity and fulfillment, and higher customer & staff retention rates.
Kori O’Brien, SVP, ISV Sales, Salesforce said, “Everyone and everything is getting smarter and more connected than ever before, and companies are looking to transform the way they connect with customers, partners and employees. By leveraging the power of the Salesforce Platform, Persistent Systems and Attivio provide customers with an exciting new way to help organizations improve their customer service productivity and effectiveness.”
Quote from Stephen Baker, CEO, Attivio said, “Engage 360 is an excellent example of unifying disparate information sources into a powerful, business-friendly application. The Attivio Platform is a flexible, secure foundation for search-based applications, and Persistent has delivered a solution that will accelerate the productivity of customer service and case workers.”
Sudhir Kulkarni, President Digital at Persistent Systems said, “Engage 360 delivers hyper-personalized digital experiences to a variety of business stakeholders, fast. This pre-packaged solution brings together the powerful data unification and search platform from Attivio with a suite of Salesforce connectors, making it easy for users to get and connect data from disparate enterprise data sources to gain actionable insights. Its flexible and extendible 360° framework is great for developing use cases for different personas around Salesforce cloud platform, seamlessly providing those experiences within the Service Cloud."
Attivio, a recognized leader in Cognitive Search, was recently named a leader in The Forrester Wave™: Cognitive Search and Knowledge Discovery Solutions, Q2 2017. Attivio has partnered with Persistent since 2013 to help deliver solutions for Fortune 100 customers. With Attivio powering Engage 360, relevant information is accessible from any of a wide range of diverse and distributed data sources, such as similar cases, prior solutions, subject matter expert agents, customer profiles, community collaboration sites, and internal knowledge bases.
Engage 360 can be adapted to the special requirements of any vertical, but is especially relevant to healthcare, insurance, technology and manufacturing industries, those with complex data representations and high volumes of customer interaction. It enables service representatives to quickly find customer case-related information. Full details of Engage 360 are available here.