KUALA LUMPUR, March 13 (Bernama) -- Meltwater, a global leader in media, social, and consumer intelligence, has partnered with NICE, an artificial intelligence (AI)-powered customer service platform, to introduce Meltwater’s insights to the Contact Centre as a Service (CCaaS) market for the first time.
In a statement, Meltwater said this collaboration will enable enterprises to engage with customers in real time via social media, enhancing customer interactions, streamlining operations, and making data-driven decisions to improve customer satisfaction.
Meltwater Senior Vice President of Global Alliances and Partnerships, Doug Balut highlighted the significance of this partnership in entering the CCaaS market, emphasising that real-time social data will help brands respond faster and enhance the customer experience.
Meanwhile, NICE President, CX Division, Barry Cooper noted that this integration allows businesses to convert social interactions into valuable customer engagements, further enhancing their service efficiency and impact.
NICE, known for its AI-powered customer service software, supports enterprise organisations worldwide through its CXone Mpower platform. With this integration, NICE customers can leverage social media as a customer care channel, addressing a longstanding challenge faced by many contact centres in analysing social media interactions effectively.
The integration leverages Meltwater’s AI-powered technology, processing over three billion social engagements daily, and turns this data into actionable insights. This enables customer service teams to address issues in real time, reach broader audiences, meet service-level goals, and enhance customer experiences.
The key benefits include Meltwater’s world-class listening and filtering capabilities, advanced keyword filtering to analyse sentiment and engagement, a unified task queue to streamline interactions, and the ability to respond instantly on social media platforms.
-- BERNAMA
