New capabilities will assist customer service agents by analyzing service calls in real time.
Qurious.io's software-as-a-service (SaaS) offering uses speech-to-text, natural language processing (NLP), and emotion detection capabilities to analyze the dialog within each customer service call as it happens. The software then provides agents with real-time insights and coaching so they can improve customer interactions, make better recommendations, and boost customer loyalty and sales. The company was founded in 2016 in
Pega plans to add Qurious.io's capabilities to its software portfolio with an initial focus on Pega Customer Service use cases. More details on this new cloud-based offering are planned to be revealed at the annual PegaWorld iNspire conference being held virtually on
Quotes & Commentary:
'While automated chatbots are increasingly more popular with consumers, live service agents are still left to handle the toughest customer problems over the phone,' said
'With its deep customer service and AI pedigree, Pega will enable us to bring our intelligent speech analytics software to hundreds of the most important brands in global business,' said
Supporting Resources:
Background: Qurious.io website
Product information: Pega Customer Service
Analyst report: Pega named Leader in Gartner Magic Quadrant for the CRM Customer Engagement Center
Analyst report: Pega named Leader in The Forrester Wave: Real-Time Interaction Management (RTIM) report, Q4 2020
Whitepaper: Achieving digital customer service transformation
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