Replicant has been named a winner in the 17th annual Stevie® Awards for Sales & Customer Service!
The 2023 competition for The Stevie® Awards, recognized as the world’s top customer service awards and sales awards, received more than 2,300 nominations from organizations in 49 nations and territories.
Entries were considered in categories for customer service and contact center achievements, sales and business development, and categories recognizing new products and services, solution providers, and thought leadership initiatives. Winners were selected by the average scores of more than 170 professionals worldwide on seven specialized juries.
The Gold, Silver, and Bronze Stevie Award placements from among the Finalists were revealed during the gala awards banquet in March at Caesars Palace in Las Vegas, attended by more than 400 executives from around the world.
Replicant’s award – the Silver Stevie Award for a Contact Center Solution, New Version – recognized the impact of our 2022 omnichannel launch, which added SMS, and chat to our Contact Center Automation platform.
How Omnichannel Automation Improves Customer Experiences
According to Salesforce, 75% of consumers seek a consistent experience across multiple engagement channels – social media, mobile, online, in-person, or through the phone. A staggering 73% will likely change brands if they don’t get it.
Because Replicant initially created AI-powered customer service for what has traditionally been the hardest channel to effectively automate – the phone – adding SMS and chat was always an obvious next step.
The ability for contact centers to now automate every channel using a single conversation engine has been instrumental in relieving agents and improving customer satisfaction.
Resolve customer issues naturally across channels
Omnichannel automation allows contact centers to power their voice and messaging channels with a single conversation engine that leverages a shared intent library to deploy and scale conversational AI faster across languages and channels for every conversation flow. In other words, they can fully automate their most common customer service requests with a single solution.
Give customers a consistent experience across channels
With Replicant, contact centers can resolve issues naturally when and where their customers need it most with seamless channel switching across voice, messaging, and other digital channels. Contact Center Automation can share conversational context across channels, so that customers don’t need to repeat themselves when they switch from SMS, to voice, or vice versa.
Contact centers can use customizable FlexForms to easily switch from voice to SMS and collect information faster. And with channel-specific NLU, customers get accuracy for understanding communication like emojis and misspellings in text.
Visualize conversations across channels in a single dashboard
Contact center managers don’t just need holistic automation options – they need a solution for disparate data sources per channel. Replicant omnichannel automation allows leaders to view conversation transcripts for every customer interaction, across all channels, in a single dashboard.
With every conversation, our Thinking Machine automatically generates transcripts and makes them available for live monitoring within a single dashboard. Managers can quickly find actionable insights into omnichannel conversations with advanced analytics, and take action to optimize customer experiences.
Handoff escalations seamlessly to live agents
Omnichannel automation is only as good as its ability to relieve agents from repetitive, time-consuming tasks. Replicant integrates seamlessly with live agent platforms to handoff complex issues that require human empathy without losing customer context.
This benefits both agents and customers: agents get full context into every escalation using their existing platforms, no matter the channel, and customers receive a unified experience. And with API integrations to all existing data systems, Replicant can leverage customer data stores for a personalized experience across channels.
About the Stevie Awards
Stevie Awards are conferred in eight programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, The American Business Awards®, The International Business Awards®, the Middle East & North Africa Stevie Awards, the Stevie Awards for Women in Business, the Stevie Awards for Great Employers, and the Stevie Awards for Sales & Customer Service. Stevie Awards competitions receive more than 12,000 nominations each year from organizations in more than 70 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at www.StevieAwards.com.
The complete list of Stevie Winners by category can be viewed here.