ContactEngine is an Intelligent Conversation Management Platform that transforms customer journeys
ContactEngine is an enterprise-grade, Software as a Service (SaaS) that serves as “middleware” between Microsoft Dynamics 365, or equivalent operational systems, and an organization’s customers. Hosted on Microsoft Azure, giving on-demand scalability and best-in-class security, ContactEngine automates conversations using machine-learning technology to identify the right channel, the right words and the right time for organizations to connect with their customers. These intelligent conversations replace the need for outbound call-centers and optimize human-agent resources for necessary and value-add activities. ContactEngine conversations ensure crucial moments such as sales, deliveries and appointments are executed with precision and minimum effort, reducing operational costs and delighting customers. Why organizations use ContactEngine: - Lowers cost and increases quality of serving customers - Operational and resource allocation efficiencies - Rapid deployment in <60 days - Azure-hosted SaaS - All-inclusive pricing makes purchasing decision simpler Core capabilities: 1) Customer Conversation Design & Configuration ContactEngine’s interfaces for the design and configuration of customer conversations enable the rapid construction of inter-related customer conversations across the customer journey, and has no limits to the conversational sophistication since delivery is configuration, not code. 2) Holding Conversations with Customers ContactEngine’s most obvious technical asset is the power and scalability to hold unique, human-like conversations, simultaneously with millions of individual customers, interpreting every response, and responding accordingly, in real-time. ContactEngine incorporates business logic, Natural Language Processing & Machine Learning to facilitate a natural conversation. With each customer response interpreted individually, ContactEngine’s conversations are a major step-forward from simple “2-way” communications. 3) Integration with Microsoft Dynamics 365, Back-Office Systems and Interfaces for Human Agents ContactEngine has configurable online interfaces for agents to follow-up on customer conversations (if necessary), as well as API’s which allow for easy integration with back-office systems in order to push real-time updates. This means that ContactEngine can readily leverage existing processes, for maximum efficiency as well as the best possible customer experience. 4) Analytics, Reporting and Machine Learning To continually improve the effectiveness of the Customer conversations, ContactEngine provides numerous levels of reporting for human analysis, as well as embedding Machine Learning.