Qualtrics and SAP Partner to Bring More Empathy to the Contact Center
May 10 2022 - 9:00AM
Business Wire
Integration brings advanced speech and text
analytics into an intelligent, connected customer service platform
to help organizations understand the sentiment, emotion and effort
behind every customer interaction
Qualtrics (Nasdaq: XM), the leader and creator of the experience
management category, today announced a new integration that brings
Qualtrics XM Discover’s AI and machine learning capabilities into
SAP Service Cloud® to help customer service teams resolve customer
issues, increase resolution rate and improve customer
satisfaction.
Customers today expect companies to respond quickly to their
questions and issues across any channel: on social media, they
expect a response within an hour; over phone, they expect a
resolution within minutes. The stakes are high — over 70% of
consumers say that a single contact center interaction permanently
impacts how they feel about a brand. Against this backdrop of high
expectations and pressure, organizations trying to improve customer
service are also struggling with agent turnover.
“Experience Management is foundational for any intelligent and
sustainable enterprise, helping them achieve higher levels of
customer loyalty,” said Ritu Bhargava, President & Chief
Product Officer of SAP Customer Experience. “Organizations
leveraging the power of SAP Service Cloud and Qualtrics XM Discover
can unlock deeper customer understanding, take real-time action to
streamline their business processes, ultimately improving the
customer experience and increasing life-time value.”
“As organizations navigate uncertainty, listening and acting
with empathy is more important than ever,” said Fabrice Martin,
Chief Product Officer of Qualtrics XM Discover. “By bringing XM
Discover capabilities to SAP Service Cloud, organizations can
uncover unmet expectations and build the products, services, and
experiences people want–with speed and scale.”
Understand how customers feel about every experience, across
any channel XM Discover will analyze all of the structured and
unstructured feedback coming into SAP Service Cloud, including
agent notes, support conversations, chat, social media posts and
review sites. Using natural language understanding to tune into
customer sentiment, as well as the emotion, effort and intent
behind every interaction, XM Discover helps organizations
understand why customers are reaching out and how they feel about
their experiences. XM Discover summarizes and tags every customer
interaction, freeing agents to focus on responding to customers
instead of on manual, post-call tasks.
Quickly close the loop with customers at scale By
combining operational data from SAP with experience data from
Qualtrics in a single platform, organizations will have a
360-degree view of their customers’ purchases, interactions,
experiences, and feedback over time. This information allows
organizations to more efficiently predict retention risks or upsell
opportunities, and take action to address issues with individual
customers or groups of customers.
Teams can act in real time to orchestrate workflows and alerts
by creating new cases within Service Cloud or through an existing
integration between SAP Service Cloud and Qualtrics xFlow, a low
code/no-code workflow engine.
Availability The integration will be generally available
in the second half of 2022 to SAP Service Cloud and Qualtrics XM
Discover customers.
Additional Information Learn more about SAP Service Cloud
and Qualtrics XM Discover.
Visit the SAP News Center. Follow SAP on Twitter at
@SAPNews.
About Qualtrics
Qualtrics, a leader in customer experience and creator of the
Experience Management (XM) category, is changing the way
organizations manage and improve the four core experiences of
business — customer, employee, product, and brand. Over 12,000
organizations around the world are using Qualtrics to listen,
understand, and take action on experience data (X-data) — the
beliefs, emotions, and intentions that tell you why things are
happening, and what to do about it. The Qualtrics XM Platform is a
system of action that helps businesses attract customers who stay
longer and buy more, engage employees who build a positive culture,
develop breakthrough products people love, and build a brand people
are passionate about. To learn more, please visit
qualtrics.com.
This document contains forward-looking statements, which are
predictions, projections, or other statements about future events.
These statements are based on current expectations, forecasts, and
assumptions that are subject to risks and uncertainties that could
cause actual results and outcomes to materially differ. Additional
information regarding these risks and uncertainties may be found in
our filings with the Securities and Exchange Commission, including
but not limited to the risk factors section of SAP’s 2021 Annual
Report on Form 20-F.
SAP and other SAP products and services mentioned herein as well
as their respective logos are trademarks or registered trademarks
of SAP SE in Germany and other countries. Please see
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Jessica Jones press@qualtrics.com
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