Qualtrics and SAP Partner on Contact Centre Empathy

Sandra Radlovački

The integration helps service teams resolve customer issues faster

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Qualtrics and SAP Partner on Contact Centre Empathy

Qualtrics has integrated its XM Discover AI and machine learning capabilities into SAP Service Cloud to help service teams resolve customer issues faster and improve customer satisfaction.

The integration enables XM Discover to analyse all the structured and unstructured data coming into SAP Service Cloud, such as agent notes, support conversations, chats, and more.

By leveraging this integration, agents can understand the intent and emotions behind customer interactions.

Ritu Bhargava, President & Chief Product Officer of SAP Customer Experience, said: “Experience Management is foundational for any intelligent and sustainable enterprise, helping them achieve higher levels of customer loyalty.”

“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.”

XM Discover also summarises and categorises every customer interaction, speeding up after call work (ACW) and allowing agents to focus on higher priority tasks.

Fabrice Martin, Chief Product Officer of Qualtrics XM Discover, said: “As organizations navigate uncertainty, listening and acting with empathy is more important than ever.”

“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.”

Organisations can also achieve a 360-degree view of their customers by combining operational data from SAP with experience data from Qualtrics into a single platform. This data allows for more efficient churn predictions and highlights potential upsell opportunities.

Further, agents may soon 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.

The integration of these platforms will be generally available in the second half of 2022.

Qualtrics and SAP have previously collaborated on a joint solution titled Concur Experience Optimiser, an employee experience management platform.

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