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AMSTERDAM / LONDON October 24, 2022 — Vluent, the workforce management service expert, has formed a strategic partnership with Contexta360 to serve and support the DACH region. This partnership enhances Vluent’s CX leadership within the contact centre conversational intelligence workforce optimisation space.
Vluent customers are now able to gain more valuable insights into their own customers’ needs, while streamlining processes and workflows, and simplifying practices.
Vluent and Contexta360 are set to deliver new and unique conversational analytics industry standards, enabling agents to provide effortless customer experience while they are engaged in conversation.
CX leaders can harmonise and automate customer interactions while achieving substantial efficiency gains. Given the specialised strength of Vluent and Contexta360 in the customer service industry, customers in the DACH region will gain immensely from this new collaboration.
“We need strong partnerships if we are to advance digitalisation within our industry. By creating a standard together with Contexta360, we are offering added value for customers and partners alike,” explains Dennis Venema, director of Vluent Digital.
At the core of this collaboration is the recording, transcription and categorisation of all conversations for the client organisation. Through a deeper understanding of what customers really want, an organisation will equip its team with the right skills to coach and develop the workforce to achieve the desired success.
Furthermore, Vluent with Contexta360 will help organisations in the DACH region to understand where their processes are broken and the root causes, eliminating obstacles within the customer journey. These insights are usually only accessible to a handful of specialist roles. The Contexta360 platform makes it possible for all roles and individual employees to access these insights to help them to learn and develop.
“Vluent’s industry expertise plays a key role in enabling clients to unlock the benefits of the Contexta360 platform. Together, we are pursuing the goal of translating this expertise into digital form, using Context360 Logic as a basis. In doing so, we hope to define a uniform industry standard that will open up the advantages of digital transformation to other industry players,” says Andrew White, CEO of Contexta360.
Greater competitiveness, deep insight in a dynamic environment
Vluent’s in-depth expertise in the data-driven CX field will help to shape the development of the Contexta360 solution –benefiting not only Vluent’s own customers but also the Contexta360 global customer base. Contexta360 will play a crucial role in integration as partner and advisor, thanks to its multifaceted experience and market leadership in conversation analytics systems.
Democratising and automating processes should help to significantly simplify the customer service system landscape, continuously optimise workflows and further increase confidence in dealing with real-time augmentation.
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For more information, please contact:
Andrew White, CEO Contexta360
E-mail: Andrew.white@contexta360.com
