Customer-conversation management platform a Gold Winner in the category of Business Process Management Innovations for its BackFill service
Washington, D.C.: ContactEngine, the customer communication technology leader, is thrilled to announce it is a Gold Winner in the category of Business Process Management Innovation at this year’s Golden Bridge Awards. The customer-conversation management platform won the award for its ground-breaking configurable service – BackFill.
ContactEngine, a UK-based company who expanded to the USA earlier this year following a $3 million Series A raise, leverages natural language processing and machine-learning to transform organisations’ digital customer journeys, ensuring the highest customer satisfaction.
BackFill is used by enterprises to optimise their team schedules, enabling companies to better manage their field engineers and salespeople by drawing on customer data that is automatically updated and pushed back into the CRM. Ultimately, this offers corporations a chance to avoid and fill in empty schedules and diaries with other potential customers, with no human interaction required at any time.
The innovative solution not only enables organisations to cut costs by stopping unnecessary appointments from happening but also improves customer experience through offering available, earlier appointments to clients who would otherwise have an appointment later on. In return, the company is able to better leverage their resources and optimise their teams’ workloads.
The recent Golden Bridge Award for BackFill further cements ContactEngine’s status as the sector leader and is a testament to the platform’s commitment to introducing advanced, tech-enabled tools in driving meaningful conversations between corporations and their customers.
Dr. Mark K. Smith, CEO of ContactEngine, commented, “We are delighted that our revolutionary BackFill service offering has swept up a Golden Bridge Award. We pride ourselves in driving advancements and innovation, ensuring our clients better understand and serve their customers. It’s rewarding to see we’re on the right track and our work continues to receive industry recognition.”
ContactEngine is a customer-conversation management platform. Pro-active and omni-channel, ContactEngine leverages natural-language processing and machine-learning so that global brands can transform their customer journeys. ContactEngine disrupts traditional call-centres, being a fraction of the cost to deploy and run, but with three times the customer engagement rate of its manual call-centre predecessors. This means that as well as being lower cost, ContactEngine can drive corporate KPI’s harder and faster, as well as improving the customer experience.