DÜSSELDORF, Nov. 25, 2022 – Cognigy, the market leader in Conversational AI, has won the CCV Quality Award 2022 in the “IT Innovation” category. The award is the highest honor in the German customer service industry. It is awarded by the Customer Service & Call Center Verband Deutschland e. V. (CCV) and the trade magazine TeleTalk.
The jury honored Cognigy’s pioneering Conversational IVR solution. Jury member Verena Fink commented on the award as follows: “With their Conversational IVR solution, Cognigy demonstrates on real-world use cases how they have increased customer satisfaction and productivity and realized service offerings that could not be automated before. Turning that into a low-code product is the technical success.”
Conversational IVR from Cognigy is the next generation of automated telephone interactions: Customers talk to virtual agents, explain their problem in complete sentences, are identified/authenticated and then automatically receive the desired information. Or they are seamlessly routed to the appropriate self-service or directly connected to the right contact person in the contact center. They receive all relevant information about the person, the problem, and in many cases, steps to resolve the problem. In this way, Conversational IVR from Cognigy can not only cushion rising dialog volumes, but also increase customer satisfaction and provide contact center employees with better tools for problem solving.
Conversational IVR is part of Cognigy’s Contact Center Solution Suite:
- Conversational IVR: Intuitive, interactive dialog systems ensure that customers take the shortest path to a solution – without having to repeat themselves.
- Smart Self-Service: Intelligent virtual agents enable end-to-end information and transactional self-service on any voice or digital channel.
- Agent + Assist: Real-time AI support suggests answers and actions, helping agents deliver high-quality support quickly.
Alexander P. Müller, VP Revenue Operations at Cognigy (center) accepts the CCV Quality Award 2022 at the CCV Annual Conference in Potsdam.
Cognigy, a leader in Conversational AI, is upgrading enterprise contact centers AI-based to exceed customer expectations, improve agent satisfaction and respond quickly to market changes. The Cognigy.AI platform enables next-generation customer service with a solution suite consisting of Conversational IVR, Smart Self-Service and Agent + Assist. It enables companies to deliver always-on, personalized and scalable service experiences via both voice and chat in over 100 languages. Customers of the Düsseldorf-based AI provider include Bosch, Mercedes-Benz, E.ON, Henkel, Lufthansa, Toyota and many more. Further information: cognigy.com