Qualtrics and SAP Partner to Bring More Empathy to the Contact Center

Integration brings advanced speech and text analytics into an intelligent, connected customer service platform to help organizations understand the sentiment, emotion and effort behind every customer interaction

Customers today expect companies to respond quickly to their questions and issues across any channel: on social media, they expect a response within an hour; over phone, they expect a resolution within minutes. The stakes are high — over 70% of consumers say that a single contact center interaction permanently impacts how they feel about a brand. Against this backdrop of high expectations and pressure, organizations trying to improve customer service are also struggling with agent turnover.

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

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

Understand how customers feel about every experience, across any channel
XM Discover will analyze all of the structured and unstructured feedback coming into SAP Service Cloud, including agent notes, support conversations, chat, social media posts and review sites. Using natural language understanding to tune into customer sentiment, as well as the emotion, effort and intent behind every interaction, XM Discover helps organizations understand why customers are reaching out and how they feel about their experiences. XM Discover summarizes and tags every customer interaction, freeing agents to focus on responding to customers instead of on manual, post-call tasks.

Quickly close the loop with customers at scale
By combining operational data from SAP with experience data from Qualtrics in a single platform, organizations will have a 360-degree view of their customers’ purchases, interactions, experiences, and feedback over time. This information allows organizations to more efficiently predict retention risks or upsell opportunities, and take action to address issues with individual customers or groups of customers.

Teams can 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.

Source: Qualtrics media announcement