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[24] Named a Leader in Digital-First Customer Service 2020 Evaluation by Independent Research Firm

[24]7 Engagement Platform received a differentiated rating in agent experience, customer experience, routing and queuing, chatbots, and roadmap criteria

[24], a global leader in intent-driven customer engagement solutions, announced that it has been recognized as a leader in The Forrester New Wave: Digital-First Customer Service Solutions, Q2 2020. [24] received a differentiated rating in five of ten criteria, including agent experience, customer experience, routing and queuing, chatbots, and roadmap.

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The [24]7 Engagement Platform, powered by [24]7 AIVA conversational AI engine, was among 13 solutions evaluated against 10 criteria. The evaluation found that [24] “leads with industry-specific predictive engagement. [24]’s solution strengths include sophisticated AI backed by domain-specific intent libraries, a real-time decisioning engine, and a well-designed agent workspace. It integrates with Apple Business Chat, Facebook Messenger, and Google Business Messaging.”

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Customers interviewed for the report praised [24]’s solution, which predictively supports customers throughout their journeys. “The chatbot and the conversational intent engine is the best part of the solution,” said one of the customers. “The ability to synthesize intent and create appropriate journeys or actions to assist customers has been great.”

“During this unprecedented time, where consumers are sheltering in place due to the COVID-19 pandemic, it’s especially important for companies to be communicating digitally with their customers,” said Lisa Matherly, Vice President of Marketing for [24] “Companies looking for digital solutions are seeking the advice and opinions of experts, which is why we are honored to be recognized as a leader in the Forrester New Wave on Digital-First Customer Service Solutions.”

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