AI TECH, AI APPLICATIONS, AI Applications

Aera Technology Named to Constellation ShortList™ for AI-Driven Cognitive Applications

Aera Technology | August 24, 2022 | Read time : 02:50 min

Aera Technology
Aera Technology, the Decision Intelligence Company, today announced it was named to the Constellation ShortList™ for AI-Driven Cognitive Applications. For the third consecutive year, Aera has joined Constellation Research’s list of technology vendors and service providers delivering critical transformation initiative requirements for early adopters and fast-follower organizations.

Aera is solving one of the most challenging issues for global enterprises — the need to accelerate decision making to respond to an ever-changing environment. Through the Aera Decision Cloud™, companies can access the technology and capabilities to digitize, augment, and automate decisions, achieving complex decision-making at scale.

“We are proud to be recognized by Constellation Research, once again, as an innovative vendor that matters. “At Aera, we are transforming the future of work through Decision Intelligence — enabling companies to optimize decision making to respond to change, seize new opportunities, achieve breakthrough efficiencies, and reduce environmental impact.”

Fred Laluyaux, CEO, Aera Technology

“Organizations must reconsider how they balance business models, work/life priorities, and new market conditions during the uncertain climate of the Great Refactoring,” said R “Ray” Wang, chairman and founder at Constellation Research. “Constellation’s ShortLists reflect the top vendors that matter most to our network of buy-side clients. We publish ShortLists to expedite the decision-making process for leaders making critical vendor selections, so they can find the right partners to enable their business success."

Constellation Research advises leaders on leveraging disruptive technologies to achieve business model transformation and streamline business processes. Products and services named to the Constellation ShortList meet the threshold criteria for this category as determined through client inquiries, partner conversations, customer references, vendor selection projects, market share, and internal research. The portfolio is updated at least once per year as the analyst team deems necessary based on market conditions.

Aera Technology
Aera Technology is the Decision Intelligence company that makes business agility happen. The company’s innovative cloud platform integrates with existing systems to make and execute business decisions in real time. In the era of digital acceleration, Aera helps enterprises around the world transform how they respond to the ever-changing environment.

Spotlight

A recent Gartner report on the pace of disruption and change in the storage industry. The report offers an overview of vendors in the storage market along with invaluable insights to aid in making the right decision for your business today and into the future.

Spotlight

A recent Gartner report on the pace of disruption and change in the storage industry. The report offers an overview of vendors in the storage market along with invaluable insights to aid in making the right decision for your business today and into the future.

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AI TECH, GENERAL AI, AI APPLICATIONS

Observe.AI Launches Conversation Intelligence Consulting Services to Help Contact Centers Accelerate Value from AI & Automation

Observe.AI | September 21, 2022

Observe.AI, the most robust conversation intelligence platform for boosting contact center performance, today announced the launch of Conversation Intelligence Consulting Services. This new suite of highly specialized and integrated services is designed to help contact centers accelerate value from Observe.AI’s conversation intelligence platform. Contact centers benefit from Observe.AI’s deep technical expertise, cross-industry experience, organizational training, and strategic advisory. From implementation through ongoing optimization and long-term success, Observe.AI acts as a trusted partner and advisor in helping contact centers align their technology with business goals. With Observe.AI’s expert guidance, contact centers can achieve deeper levels of actionable insights – tuned to the specific needs of their business – with the right models for automation, speech analytics, and CX and revenue improvement. Earlier this year, Observe.AI’s research revealed an overwhelmingly positive response from contact centers using conversation intelligence, including: Contact centers using conversation intelligence were 10X more likely to feel their business was prepared for the future 92% agreed it helps them make strategic business decisions 89% reported it has improved their ability to engage with customers 89% reported it has improved their agent performance programs “From our novel innovations in contact center AI to this new suite of services, we’re committed to helping contact centers maximize the impact of their AI investments, reduce time-to-value, and promote scalable, sustainable business improvement. “We’ve helped hundreds of contact centers across industries harness conversation intelligence to reach new heights of business and process transformation.” Swapnil Jain, CEO and Co-Founder of Observe.AI Observe.AI’s conversation intelligence platform leverages the industry’s highest-accuracy interaction analytics, processing an average of one billion minutes of interactions annually. By embedding Observe.AI’s platform methodically into their business process landscape, contact centers can maximize the value and volume of tactical insights while accelerating repeatable workflows that drive business improvement. Public Storage, the largest brand of self-storage services in the US, has been working with Observe.AI to automate key workflows and extract actionable insights for sales and customer experience outcomes. “Working closely with the team at Observe.AI has allowed us to excavate deeper insights from our customer interaction data, and apply this intelligence faster and more precisely to drive action across the organization. For instance, we were able to identify the behaviors displayed by our top sales agents and leverage this with targeted coaching to drive better conversion in all agents,” said Dilhara Kaluarachchi, VP Customer Care Center at Public Storage. With this new suite of value-added consulting services, Observe.AI will further amplify the benefits of conversation intelligence through such programs as: Implementation Services – facilitating smooth technology implementation with integration, configuration and system design, change management and training, speech analyst services, and automation Speech & Interaction Analytics Services – mapping business objectives to the interaction analytics, with high accuracy intent and entity identification optimized for specific business needs and context AI Automation Services – end-to-end guidance and setup of new AI program automation including configuration, testing, calibration, supported go-live, and user adoption Actionable Insights Services – omnichannel interaction data analysis and interpretation, with tactical action plans for performance improvement in areas like CX, retention, sales, compliance, and more Business Value Consulting - unique guidance through identifying key ROI impact areas, defining quantifiable goals, and measuring tangible outcomes About Observe.AI Observe.AI is the leading conversation intelligence platform for boosting contact center performance. Built on the industry’s most accurate AI engine that analyzes 100% of interactions across channels, Observe.AI maximizes agent performance, pinpoints revenue and coaching opportunities, and up-levels quality assurance and compliance. Observe.AI’s powerful workflow automation allows contact centers to apply meaningful insights and take action at speed and scale. The result is stronger business outcomes, such as better customer experience, higher revenue, and better retention. Observe.AI is trusted by hundreds of customers and partners across industries – including Pearson, 23andMe, Accolade, Group 1 Automotive, and Public Storage – and is backed by Softbank Vision Fund 2, Zoom, Menlo Ventures, Scale Ventures, and Nexus Ventures. Observe.AI is headquartered in San Francisco with offices in Bangalore, India.

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Aramex Selects Sprinklr AI Chatbots for Transformative Global Customer Service

Sprinklr | November 28, 2022

Sprinklr, the unified customer experience management (Unified-CXM) platform for modern enterprises, today announced that Aramex – the Dubai-based leading provider of comprehensive logistics and transportation solutions – is using Sprinklr Modern Care to improve the efficiency and scale of its digital customer service. Aramex will be using Sprinklr’s AI chatbots in four languages to automate responses to common inquiries while driving positive customer experiences at a lower cost than live human interactions. Since its foundation in 1982, Aramex has grown to become a global leader in the logistics and transportation industry, recognized for its customized and innovative services for businesses and consumers. In order to increase its operational efficiency, Aramex is working to implement AI to automate tedious global customer service processes. The company is consolidating its contact center on Sprinklr’s unified platform to serve customers with speed and efficiency on every major channel – including live chat, email, and WhatsApp. More than 400 Aramex customer service agents will use Sprinklr’s Conversational AI and Bots to manage customer inquiries across digital channels in multiple languages – all from a single Sprinklr dashboard. With Sprinklr, Aramex will be improving and transforming the overall customer experience with fast, effective, and efficient customer service at scale. Comments on the news: “Our focus on quickly responding to changing customer preferences has helped Aramex successfully introduce market leading express delivery and logistics solutions to the Middle East and beyond,” said Moe Abeidat, VP of Technology at Aramex. “As customers increasingly prefer to connect with us across digital channels, we’re thrilled to have Sprinklr’s support in helping us exceed customer expectations and create a unified, digital customer service strategy.” “Over the past 40 years, Aramex has rapidly evolved into a global brand recognized for its comprehensive logistics and transportation solutions that focus on putting the customer’s preferences first. We’re honored to have the opportunity to help Aramex maintain its customer-first focus by building a digital global customer service center on Sprinklr’s unified platform.” Haitham Elkhatib, Vice President of MEA, Sprinklr About Sprinklr Sprinklr is a leading enterprise software company for all customer-facing functions. With advanced AI, Sprinklr's unified customer experience management (Unified-CXM) platform helps companies deliver human experiences to every customer, every time, across any modern channel. Headquartered in New York City with employees around the world, Sprinklr works with more than 1,000 of the world’s most valuable enterprises — global brands like Microsoft, P&G, Samsung and more than 50% of the Fortune 100.

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AI TECH, AI APPLICATIONS

Verint Named to Constellation ShortList for Conversational AI

Verint | October 07, 2022

Verint® , The Customer Engagement Company™, today announced it was named to the inaugural Constellation ShortList™ for Conversational AI. The technology vendors and service providers included in this research deliver critical transformation initiative requirements for early adopters and fast-follower organizations. Supported by a natural language understanding library of over 90,000 intents, Verint Conversational AI™ goes beyond simple question-and-answer interactions to provide actionable responses across channels – including voice, social media channels, and smart speakers. These capabilities are the foundation for Verint Intelligent Virtual Assistant (IVA). Verint IVA can answer questions 24/7 in more than 40 languages, proactively assist customers, provide guided resolution, capture insights, and transfer interactions to live agents. “Today, brands need to provide swift and effortless customer experience on their customers’ channel of choice. To remain competitive, organizations must put digital-first engagement at the top of their priority lists. “Through its conversational AI capabilities, the Verint IVA solution delivers personalized, human-like interactions with customers across digital and voice channels.” Verint’s Heather Richards, vice president, GTM strategy, digital first engagement Constellation considers a number of criteria when choosing solutions for their shortlist. Conversational AI solutions must integrate natural-language-understanding (NLU) capabilities, understand users and personalize conversations for each user, enable a live agent escalation option if and when needed, and provide customizable workflow management, to name a few. “Conversational AI (CAI) has moved away from traditional chatbots to intelligent virtual agents, often matching, or surpassing, the human agents. In many instances, humans can now have intelligent conversations with machines without realizing they are talking to a machine,” said Andy Thurai, vice president and principal analyst at Constellation Research. “Today's CAI systems are purpose-built for a specific domain and can solve customer problems without the need for human intervention. The combination of sentiment, tone, and emotional intelligence allows them to determine if a customer is upset and prioritizes solving their issue which helps reduce agitation." Constellation Research advises leaders on leveraging disruptive technologies to achieve business model transformation and streamline business processes. Products and services named to the Constellation ShortList meet the threshold criteria for this category as determined through client inquiries, partner conversations, customer references, vendor selection projects, market share, and internal research. The portfolio is updated at least once per year as the analyst team deems necessary based on market conditions. About Verint Verint® helps the world’s most iconic brands – including over 85 of the Fortune 100 companies – build enduring customer relationships by connecting work, data and experiences across the enterprise. The Verint Customer Engagement portfolio draws on the latest advancements in AI and analytics, an open cloud architecture, and The Science of Customer Engagement™ to help customers close The Engagement Capacity Gap™.

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