Khoros Innovates to Transform Contact Centers for the Digital Age

Khoros, the award-winning leader in customer engagement software and services, today announced its 2021 Autumn Innovation Release. The launch brings new AI and messaging capabilities to Khoros’ powerful contact center solution, which offers omnichannel engagement for agents and consumers.

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Consumer expectations and volumes are growing — across voice, chat, email, SMS, messaging, and social — but according to CCW, only about 18% of contact centers offer a seamless experience on all channels. In addition to improving customers’ omnichannel experience, contact centers must find ways to leverage these channels to both make money and save money.

Khoros brings 20 years of digital-first innovation and partnership to the work of transforming contact centers. The Khoros platform helps contact centers drive both revenue and efficiency with an omnichannel agent desktop, AI-enabled agent assistance, conversational AI, and a 360-degree view of customer engagement. Khoros is unique in the industry in coupling that omnichannel expertise with valuable voice of customer (VoC) insights, award-winning outbound marketing capabilities, and enterprise-grade communities software — powered by its patent-pending data fabric.

Khoros continues to invest aggressively in new capabilities and tools that will drive value for any customer-centric enterprise. Highlights from today’s Autumn Innovation Release include:

• Secure forms in messaging offer a convenient and safe path to purchase, without leaving the conversation. With this capability, Khoros customers can now collect data — even sensitive data — with secure forms that are PCI- and HIPAA-compliant. This allows consumers to authenticate and complete transactions seamlessly in a messaging conversation.
• ‘No code’ chatbot creation and management makes conversational AI even more accessible. Empower non-technical employees to build and manage conversational AI easily — with no coding — to increase efficiency for agents and reduce customer resolution time. This launch further expands the Khoros Bot offering, which includes easy-to-deploy chatbots for an extensive array of use cases to drive revenue, reduce costs and improve satisfaction.

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Agile automation was key to Samsung Benelux’s success in empowering agents to better communicate with and serve customers across high-volume messaging channels. With support from Khoros to evolve into a digital-first and data-driven contact center, Samsung Benelux increased their agent efficiency by 25% and improved NPS by 54 points.

Further extending Khoros’ market leadership in communities, the Autumn Innovation Release also includes exciting new features for community events and messaging experiences:

• Zoom integration enriches community events using one of the most popular video conferencing solutions in the world. For the first time ever, brands can now host public Zoom events and webinars or private meetings directly from their brand-owned community, with full access to Zoom’s options and features. Ask questions, discuss, and follow up with attendees in a threaded community discussion to increase overall engagement.
• Private message escalation quickly makes community conversations private when sensitive data needs to be shared. This allows community moderators to automatically or manually escalate posts into private messages to better support customer needs.

Sky UK, Europe’s leading direct-to-consumer media and entertainment company, is using this functionality and has achieved an 82% CSAT score, improved average time to resolution to 13 minutes, and reduced initial response time to 3 minutes 45 seconds.

“As customers demand more convenience and trust, brands must manage digital acceleration and opportunity — and Khoros is here to help, with a powerful new paradigm to manage costs and increase revenue across the digital service funnel. With this latest release, we’re proud to empower digital frontline workers and AI working on their behalf to deliver better, secure customer experiences,” said Sejal Amin, Chief Product and Technology Officer at Khoros.

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