Combines SupportLogic’s prediction and workflow engine with Emtropy’s continuous quality monitoring to enable proactive revenue retention
SAN JOSE, CA., January 25, 2023 /PRNewswire/ — SupportLogic, the global leader first Support Experience (SX™) management platformannounces today the acquisition of Emtropy Labs, Inc.a technology provider that automates quality assurance (QA) for enterprise support centers.
Emtropy Labs helps companies improve agent performance and reduce customer churn by analyzing 100% of customer interactions while enabling near real-time coaching loops. The Emtropy team will join SupportLogic and its technology will be integrated into the core SupportLogic SX platform.
Today’s announcement further demonstrates SupportLogic’s vision and commitment to helping organizations unlock customer signal value from every support interaction while helping every role and function deliver amazing customer experiences and differentiate their marks.
Benchmark data from the TSIA shows that companies with formal quality control programs significantly improve the customer and agent experience. SupportLogic announced their first agent coaching and quality control product Last year. The addition of Emtropy Labs will increase the breadth and depth of automatic quality assurance by providing 100% case coverage, omnichannel insights and analytics leveraging Emtropy’s bespoke AI models.
Large language models such as ChatGPT have recently caught the attention of the media. Yet most B2B companies do not have access to large volumes of data to train machine learning models for their private data. Emtropy Lab’s domain-specific machine learning models combined with SupportLogic’s access to global datasets is a powerful combination that enables customers to achieve high-quality results even with very little data.
“The way your support agents communicate with your customers impacts your brand experience. B2B companies have relied on tedious manual case audits to protect corporate branding and customer experience “, said Krishna Raja Raja, Founder and CEO, SupportLogic. “With the addition of Emtropy Labs, we are enabling organizations to automate their support quality assurance and deliver a world-class support experience without additional investment in people, process or technology.”
“At Emtropy Labs, our mission is to help fast-growing CX teams leverage their data and effectively scale their resources to improve client outcomes. To achieve this, we created the first continuous AI-powered QA and coaching solution,” said Harish Batlapenumarthy, Founder and CEO, Emtropy Labs. “SupportLogic’s exceptional team under Krishna’s leadership has built an outstanding platform that helps top companies manage escalations, backlogs, and case escalations. We are excited to now work together to enable more companies to deliver best-in-class experiences to their customers. and agents. »
“We believe in delivering exceptional customer experiences that leverage the best of human potential and technology,” said Bharti Amarnani, Senior Director of Customer Service at Coda Payments. “Emtropy Labs delivers actionable agent coaching insights by automating quality assurance reviews from our complex stream of customer interactions in 21 languages and 65 countries. We are excited to see them partner with SupportLogic to leverage their advanced support experience platform capabilities.
“TSIA Channel Preference Study documented how customers are embracing new support interaction channels, including voice, web chat, SMS, WhatsApp, and more. The reality is that most help desks are adding these channels one at a time, using specialist vendors, and currently don’t have solutions in place where they can pull coaching information from customers and agents at from these channels,” said John Ragsdale, researcher emeritus and vice president of technology ecosystems for TSIA. “A comprehensive quality monitoring (QM) program should analyze every interaction, across all channels. Without omnichannel QM technology, like the tools provided by Emtropy Labs, you will never have a complete understanding of customer experience or identify sticking points with a long-term impact – the profitability of the term account.”
SupportLogic offers the world’s first Support Experience Management (SX) platform that enables businesses to proactively understand and act on the voice of the customer to build healthy relationships and maximize customer lifetime value . SupportLogic SX uses AI to extract and analyze customer sentiment signals from structured and unstructured data and provides recommendations and collaborative workflows. SupportLogic helps global companies like Databricks, Qlik, Nutanix, Rubrik, and Snowflake prevent customer escalations, reduce churn, and improve the customer support experience. To learn more, visit supportlogic.com.
SOURCE Support Logic