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Ivosights: Insights Driven All-in-One CEM Solution
Digital revolution has flooded many changes into our world. One aspect of these changes is the evolved way in which businesses today work. The other, more important, aspect is the prolific transformation in the ways consumers today interact with businesses. “The challenge for modern enterprises lies in adjusting their strategies according to such tech-favored consumer behavioral trends. We can help them by implementing novel digital tools for better customer engagement and smoother customer experiences,” remarks Elga Yulwardian, CEO of Ivosights. Currently the only Indonesian company offering an integrated, all-in-one CEM solution to the market, Ivosights has been a front-runner in helping the region’s businesses scale the exponential rise in consumer expectations by enabling them to transform customer engagement, care, and management digitally.
The firm underlines its CEM solution with the tagline, “Understand. Engage. Delight” as the representation of the three engines (Ripple10, Sociomile, and Sociomation) which power the solution. Ripple10 is a digital monitoring platform which cumulates customer data from multiple social media platforms and websites; distinguishes positive from negative customer sentiments; and performs detailed audience analysis. The platform is equipped with some features; Digital Health Index, Buzzer Tracking, Alert System, Raw Data Download, and Competitor Analysis. By monitoring customer data, the platform enables users to “Understand” consumer demands and formulate impactful marketing campaigns targeted at existing, prospective, as well as a competitor’s customer base.
Sociomile is the firm’s omnichannel, single ticketing system using which a client can seamlessly communicate with and track customers across multiple channels like social media, telephony, and email helping the client efficiently “Engage” its customers. The platform is featured with multi agent and real-time reporting including agents’ performance.
The word ‘Ivosights’ derives from innovation and insights that highlight our value proposition as a market leader which produces breakthrough customer engagement innovations based on precise market insights
“The word ‘Ivosights’ derives from innovation and insights that highlight our value proposition as a market leader which produces breakthrough customer engagement innovations based on accurate market insights,” cites Yulwardian. The CEO adds that due to rapidly changing consumer engagement trends like the rising usage of “one-to-many social media channels” instead of the traditional one-to-one media like messaging and telephony, customer touch points have become all the more disparate and complex. The explosive customer-data flow created as a result presents significant challenges for proper customer engagement. Ivosights’ CEM platform, is the right solution for such scenarios as it can enable businesses to effectively manage all the digital touch-points and analyze the massive flow of customer information to unearth impactful insights.
Ivosights’ offerings have resulted in far-reaching implications in addition to world-class digital customer engagement solutions for a partner enterprise. One such client faced a “digital crisis” when a group of people found its digital ad-banners offensive and protested by inviting a boycott of the client. Ivosights’s Ripple10 engine assisted the client in successfully monitoring the situation through a real-time dashboard with automatic crisis alerts, audience analysis, and efficient communication to make customers understand the real scenario.
To remain at the market forefront as a leading CEM solutions provider, Ivosights soon plans to roll out its solutions “as-a-service” globally and improve its CEM platform by equipping it with public relation dashboards and chatbots. The firm expects to start R&D in the areas of big data, AI and IoT early next year, which will add significant boost to its Digital Transformation initiatives. “Digital Transformation in a company has to make the business practice become more effective and efficient, and platforms like Ripple10, Sociomile and Sociomation definitely can help organizations to do so. Our big data concept will enable Sociomile & Sociomation as an ‘Opti-channel’ engine, to suggest the most preferred channel to engage every individual customer, while AI will make our Chat Bot become smarter and effective and IoT to help some specific industry in delighting their customers by connecting the Big Data to offline activities,” Yulwardian ends.