The Entertainer extends Transversal's technology into its contact centre (with a helping hand from De Villiers Walton)
For the last five years The Entertainer has delivered a high level of customer service via its website through Transversal’s Prescience Self-Service Adviser. With an expanding website offering and over 120 retail stores stocking thousands of products, and with Christmas coming, they recently recognized the need for agents in their contact centre to provide an equally high level of customer service. It was clear that their contact centre agents needed to find more accurate information faster through a single and consistent source of knowledge, so they have deployed Transversal's Prescience Contact-Centre Adviser.
I hate the word, “synergy” almost as much as I hate the word, “passion” but sometimes when you experience the powerful combination of two technologies, no other word will do.
The two technologies that have forced me to embrace the word, "synergy" are SAP’s Cloud for Customer and Transversal’s Prescience.
When people talk about knowledge management integration for SAP Cloud for Customer, MindTouch is often one of the first products mentioned. In this blog I want to introduce you to an alternative and, in my opinion, better product that elevates itself above other knowledge management products through its ability to understand what people mean and not what they say, anticipate what knowledge they will need next and improve through continued use. This is much more than a search engine that can trawl through a repository of documents. The product is Transversal’s next-generation cognitive knowledge platform Prescience and at De Villiers Walton we’ve been so impressed by it that we’ve integrated it with SAP C4C.
Our SAP Cloud for Customer (C4C) integration for Transversal Knowledge demonstrates a number of very positive aspects of the SAP C4C solution.