Microsoft Takes Over Disrupt Customer Service, Wants To Use Voice, Touch And Gestures

Posted on Feb 7 2012 - 4:30pm by Editorial Staff

The software giant, Microsoft announced that it has closed a wide agreement with the consumer experience firm 24/7 Inc. Microsoft and 24/7 Inc. will join forces to make cloud-based customer service much more intuitive – The change which will be powered by big data but also by speech to touch and gesture.

Microsoft will integrate its self-service technology into 24/7′s approach, while 24/7 Inc. brings in its knowledge of leveraging analytics to improve customer experience – the agreement which includes a R&D partnership, long-term IP licensing and Microsoft taking an equity stake in 24/7 Inc. The companies termed that deal as to invent the future of customer service in wider space.

24/7 uses its Predictive Experience (PX) solutions to help companies analyze their customer interactions across Web and phone channels, bringing together silos of information and enabling breakthrough predictive customer experiences. The combined Predictive Experiences (PX) platform will combine Microsoft’s experience in NUI with 24/7’s expertise in Big Data to help companies deliver the type of natural and intuitive service consumers expect and demand of companies.

According to the companies, their combined Predictive Experience (PX) platform will manage more than 2.5 billion speech and online self-service interactions annually. The companies also hope this will translate into notable revenues for 24/7 Inc. from its customer service solutions. While Microsoft’s exact equity share of the company wasn’t made public, chances is it that it will also get a substantial amount of this revenue.

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