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The Total Economic Impact of [24]7.ai Engagement Cloud - featuring Forrester

Guest speaker Jennifer Adams, Senior TEI Consultant with Forrester reviews a multistep approach to evaluating the cost savings and business impact organizations can expect by using [24]7.ai Engagement Cloud. Engagement Cloud is a customer engagement platform that enables companies to increase service automation rates and improve agent productivity while enhancing CX.

The Forrester Total Economic Impact methodology helps companies demonstrate, justify and realize tangible value of undertaking new IT initiatives.

To better understand the benefits, costs, and risks associated with an investment in [24]7.ai, we commissioned Forrester Consulting to interview several companies with years of experience using the [24]7.ai Engagement Cloud technology. The interviewed companies found that the [24]7.ai Engagement Cloud enhanced customer service performance metrics, such as interactive voice response (IVR) containment, first-call resolution (FCR), and average handle time (AHT), and improved CX scores.

Join us to hear how the Forrester TEI study concludes that users of [24]7.ai Engagement Cloud can expect to a payback period of less than 6 months and an overall ROI of 217% over three years.
Recorded Nov 5 2020 48 mins
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Presented by
Jennifer Adams, Forrester Senior TEI consultant and Mandy Huckaby, [24]7.ai Vice President, Practice Lead
Presentation preview: The Total Economic Impact of [24]7.ai Engagement Cloud - featuring Forrester

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  • The Total Economic Impact of [24]7.ai Engagement Cloud - featuring Forrester Recorded: Nov 5 2020 48 mins
    Jennifer Adams, Forrester Senior TEI consultant and Mandy Huckaby, [24]7.ai Vice President, Practice Lead
    Guest speaker Jennifer Adams, Senior TEI Consultant with Forrester reviews a multistep approach to evaluating the cost savings and business impact organizations can expect by using [24]7.ai Engagement Cloud. Engagement Cloud is a customer engagement platform that enables companies to increase service automation rates and improve agent productivity while enhancing CX.

    The Forrester Total Economic Impact methodology helps companies demonstrate, justify and realize tangible value of undertaking new IT initiatives.

    To better understand the benefits, costs, and risks associated with an investment in [24]7.ai, we commissioned Forrester Consulting to interview several companies with years of experience using the [24]7.ai Engagement Cloud technology. The interviewed companies found that the [24]7.ai Engagement Cloud enhanced customer service performance metrics, such as interactive voice response (IVR) containment, first-call resolution (FCR), and average handle time (AHT), and improved CX scores.

    Join us to hear how the Forrester TEI study concludes that users of [24]7.ai Engagement Cloud can expect to a payback period of less than 6 months and an overall ROI of 217% over three years.
  • Panel Talk: Personalities in Conversational Interfaces Recorded: Oct 22 2020 61 mins
    Google, Ford, Women in Voice, Myplanet, CCAI Services and [24]7.ai
    Does personality breathe life into our bots? Or does it hurt our perception of them? Join an esteemed group of conversational design experts for an interactive panel discussion, as they debate the value of adding a personality to chatbot designs.

    You'll learn:
    -When and why you need a personality in your conversational interface. (Or do you?)
    -What companies need to consider about adding a personality to their chatbots.
    -How personality can help or hinder your conversational bot.
    -Whether a personality yields quantifiable success.
    -The best tips on how to design a personality.


    Our experts:
    Margaret Urban, Staff Interaction Designer, Google
    Shyamala Prayaga, Product Owner, Digital Assistant, Ford Motor Company
    Phillip Hunter, Principal Product Consultant, CCAI Services
    Brooke Hawkins, Conversation Designer, MyPlanet
    Dr. Joan Palmiter Bajorek, Head of Conversational Research at VERSA and CEO of Women in Voice
    Kristin Sanford, Manager, Conversation Design, [24]7.ai
    Warren Oshita, Conversational Designer, [24]7.ai

    Moderator:
    Celene Osiecka, Senior Director, Conversation Design, [24]7.ai
  • [24]7.ai Engagement Cloud Recorded: Oct 8 2020 58 mins
    Bruce Dembecki, Senior Director of Product Marketing
    Join us as we unveil SaaS-based [24]7.ai Engagement Cloud, your omnichannel, AI-powered CX platform!

    Bruce Dembecki, Senior Director of Product, will step you through the way Engagement Cloud integrates and automates chat, messaging, and voice conversations as well as how to put to use its new self-serve capabilities.

    Learn how you can:

    • Manage and optimize every aspect of your customers' experience—all on a single, intuitive platform that even nontechnical personnel can use

    • Quickly discover customer intent and automate your responses

    • Activate bots and FAQs once and send them across all channels

    • Focus on curating the most effective customers conversations, while automation creates the perfect version for individual digital and voice channels

    • Create dynamically personalized content and conversations using behavioral, transactional, and historical data

    • Share visual information to instantly address complex or personalized customer inquiries

    • Gain valuable customer insights from customizable reporting

    We're proud to showcase how our market-leading AI technology combines beautifully with service teams' human insight (HI) to continually upgrade customers' experiences.

    See AI + HI in action. Join us!
  • Why Customers—and Companies—Are Embracing Asynchronous Business Messaging Recorded: Sep 10 2020 61 mins
    Rob Lawson, Google; Dan Miller, Opus Research; Gerry Woodburry, Columbia Sportswear; Nidhin Varghese, [24]7.ai
    Asynchronous business messaging was already transforming customer service before Google Business Messages joined other popular channels such as Apple Business Chat, Facebook Messenger, and WhatsApp—and even before the COVID-19 pandemic drove customers from stores to online.

    It’s easy to see why. Meeting customers wherever they are - whenever they want - works.

    For customers, it means less effort, greater flexibility, faster/earlier issue resolution, and improved overall satisfaction.

    For companies, it means strengthened customer loyalty, broader use of automation, the ability to handle increased volumes, and increased agent satisfaction.

    Presenters:

    Rob Lawson, Global Partnerships, Google

    Rob evangelizes the Business Messaging ecosystem through partnerships with brands, bots, CSPs and mobile operators.

    Dan Miller, Lead Analyst and Founder, Opus Research

    Dan founded Opus Research in 1986 and helped define Conversational Commerce through consulting engagements and by authoring scores of reports, advisories and newsletters addressing business opportunities that reside where automated speech and natural language processing leverages Web services, mobility and enterprise software.

    Gerry Woodbury, Director of Customer Care, Columbia Sportswear North America

    Gerry is an experienced contact center leader. While customer service and technical support is his primary expertise, Gerry has been able to leverage his experience in engineering, fraud & risk, learning & development, and process improvement to drive large scale implementations to solve consumer and business problems.

    Nidhin Varghese (NV), Director of Strategic Alliances, [24]7.ai

    NV is Director of Technology and Strategic Alliances at [24]7.ai. NV’s background in contact center strategy & customer engagement platforms has made him instrumental to [24]7.ai’s messaging transformation consulting practice.
  • The CX Reality Check - Research, Revelations, and the Route Forward Recorded: Aug 25 2020 61 mins
    David Gehringer, Principal at Dimensional Research and Patrick Nguyen, Chief Technology Officer, [24]7.ai
    3 Key Findings About Customer Support You Can’t Ignore

    1. Your customers’ experience (CX) could be a lot better. 2. The customer support landscape is changing—fast. 3. New customer experience technologies are up to today’s challenges.

    Join the discussion with David Gehringer, Principal at Dimensional Research and we’ll inspire you to rethink your approach to customer experience, so that you can give customers the experiences that they expect.

    • How are automated support systems working from the customers’ perspective?
    • Does the preference for different support channels vary by age group or geography?
    • What are the support trends by industry?

    The Dimensional Research findings confirm that customers are driving change in the service industry as they embrace messaging and other digital support technologies.
We make it simple for consumers to connect with companies
Using AI and machine learning to understand consumer intent, [24]7.ai helps companies create a personalized, predictive and effortless CX across all channels.

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  • Title: The Total Economic Impact of [24]7.ai Engagement Cloud - featuring Forrester
  • Live at: Nov 5 2020 6:00 pm
  • Presented by: Jennifer Adams, Forrester Senior TEI consultant and Mandy Huckaby, [24]7.ai Vice President, Practice Lead
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