Ventrica partners with LivePerson to augment its CX technical services
Ventrica partners with LivePerson to augment its CX technical service offering providing its clients with the power of conversational commerce in the form of asynchronous messaging and AI-powered chatbots
Southend UK, 28th October, 2019 – Ventrica the outsourced customer management business that delivers omnichannel and multilingual customer service for blue-chip brands has partnered with LivePerson a global leader in intelligent engagement solutions.
The tie up with LivePerson continues the transition of the business from being a pure play sales and customer service partner to more of a transformational business partner with significant technical capability in the very latest cutting edge technologies.
Dino Forte, CEO, Ventrica adds: Since our investment in 2018 from Mobeus Equity Partners we have been busy building out our senior leadership team whilst also expanding our experienced team of developers. We already scope, design, build and maintain CRM and case management solutions for a number of well-known brands and this is a growing area of our business with 4 new implementations in 2019 alone.
We’re really excited about conversational commerce which will allow our client’s customers to buy products and get answers to questions in messaging channels they use every day. We believe asynchronous messaging channels such as WhatsApp, Apple Business Chat and Facebook Messenger will transform the way consumers interact with organisations moving forward because it provides better customer experiences and is so easy to use. A customer no longer needs to wait to finish a call or a web chat but can stop and restart conversations when it’s convenient for them.
Coupled with AI-powered bots we can help our clients reduce cost by seamlessly switching between automation and live advisors, enabling them to deliver a personalised consumer experience at scale. In addition we can send rich content such as video and picture carousels mid-digital conversation, so for example a customer has bought a pair of shoes and we ping over pictures of handbags that would match. There are multiple applications that will benefit our clients no matter what sector they operate in, and it moves us from being a necessary cost centre to more of a revenue generating partner.
Aside from rolling out these technologies as an integrated part of our wider offering we’ll also be implementing them as a standalone service for those companies who may wish to keep sales and customer service in-house.
Forte concludes: Our focus in 2020 and beyond will be on helping our clients reduce cost, make more sales and improve customer experiences, therefore expanding our technical capability with some of the world’s best in breed CX technologies is a logical step-change in helping us deliver upon these goals.
Ventrica is a multiple award-winning, outsourced contact centre business and CX change partner that delivers omnichannel and multilingual customer service for blue-chip brands, listed at #63 on the 2018 Sunday Times Fast Track 100. Continual investment in globally leading technology allows Ventrica to provide a truly omnichannel customer experience that encompasses calls, email management, web chat, asynchronous messaging and social media into one integrated and unified solution.
The company is headquartered in Southend where it operates from spacious, hi-tech and modern offices, placing significant emphasis on the comfort and well-being of its staff. Ventrica shares the same passion about its customers’ business as it does for its own and continually strives for quality and consistency of service delivery.
Ventrica has significant experience of providing customer management and sales across an array of industries, including, Retail, Insurance, Finance, Health, Transport, Real Estate, Leisure, Fintech, Hospitality, Construction and Publishing. Ventrica is well-known for its eCommerce expertise, particularly within fashion retail.
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