IntelePeer, a leading AI-powered communications automation platform provider, announced today that TMC, a global, integrated media company, has named SmartAgent a 2024 CUSTOMER Product of the Year Award winner.
Driven by generative AI, SmartAgent is an advanced communications automation and IVA (Intelligent Virtual Assistant) solution that automates customer interactions of varying complexities, ranging from simple to sophisticated. It uses AI-powered automation workflow to fully automate and self-serve customer interactions from voice to messaging and chat. Coupled with cutting-edge analytics and omnichannel orchestration, SmartAgent offers businesses a quick return on investment with increased revenue generation, all while enhancing the customer experience. One customer, a dental service organization, was looking to reduce the number of agents in its contact center by 50%. Harnessing SmartAgent, IntelePeer automated the company’s appointment management and Q&A capabilities, reducing its agent headcount while improving patient experience and seeing a return on investment of $1.15M.
“The Customer Magazine Product of the Year award is a testament to the revolutionary power of our SmartAgent solution,” said Frank Fawzi, CEO of IntelePeer. “Contact centers are notoriously difficult and expensive to staff. However, one SmartAgent can handle the workload at one fifth the cost of a live agent, delivering millions of dollars a year in labor cost savings alone. The solution transforms contact center productivity by automating routine tasks and handling increasingly more complex inquiries; reinvents the customer experience with personalized and conversational interactions; and leverages data to improve operations. The best part, SmartAgent is helping businesses reach up to 90% full customer interaction automation rates with self-service capabilities.”
The 2024 CUSTOMER Product of the Year Award recognizes vendors that are advancing the call center, CRM and teleservices industries one solution at a time. The award highlights products which enable their clients to meet and exceed the expectations of their customers.
“On behalf of both TMC and CUSTOMER magazine, it is my pleasure to honor IntelePeer with a 2024 Product of the Year Award,” said Rich Tehrani, CEO, TMC. “Its SmartAgent solution has proven deserving of this elite status and I look forward to continued innovation from IntelePeer in 2024 and beyond.”
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