AUSTIN, Texas–(BUSINESS WIRE)–Oct 14, 2021–
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.
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…