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About AnswerIQ

AnswerIQ is an AI solution for customer support organizations that can increase first contact resolution (FCR) and reduce ticket volume by 20%. Using sophisticated algorithms to read and understand all the interactions from past tickets between the customer support agent and the customer, AnswerIQ enables a business to intelligently deflect, triage, and automatically respond to simple known issues as well as assist agents with recommended responses to complex questions. The solution easily integrates within existing customer experience systems like Zendesk and Salesforce and can be up and running in as little as a week.

About Boomtown

Boomtown is a product support platform that makes it simple to sell, activate, and service technology products that are used by real world businesses. Through Boomtown, teams can leverage integrated knowledge, artificial intelligence, and seamless collaboration to orchestrate and automate exceptional customer experiences at scale. Boomtown also has an expert network where teams can seamlessly access programmable remote and field services to augment their existing operations. With over 175 technology partners, over 350,000 business locations are served through the Boomtown platform, which has over 2,500 unique products and services indexed.

About RingCentral Engage Digital

RingCentral Engage facilitates the digital transformation of companies by helping them expand and steer their omni-digital customer relations.

We provide a platform that assembles all the customer interactions in one place (via messaging, social media, live-chat, mobile, email) and re-distributes them automatically according to availabilities, customer profiles, or type of requests to be able to handle them more efficiently. This gives companies a full history and precise account of each interaction to analyze and better manage their activity while increasing customer satisfaction.

RingCentral Engage Digital is based on a SaaS model and benefits from international exposure working with over 100 major players across 65 countries in the Telecom, Banking, Insurance, Utilities and Entertainment industries (Orange, Ooredoo, Deutsche Bahn, Banglalink, Proximus, SFR and many more).

Features

  • API
  • Calendar Management
  • Chat
  • Contact Management
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Supplier Management
  • Click-to-Dial
  • SAP Integration
  • Net Promoter Score

Features

  • API
  • Calendar Management
  • Chat
  • Contact Management
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Supplier Management
  • Click-to-Dial
  • SAP Integration
  • Net Promoter Score

Features

  • API
  • Calendar Management
  • Chat
  • Contact Management
  • Customer Management
  • Dashboard
  • Data Export
  • Data Import
  • Data Visualization
  • Email Integration
  • External Integrations
  • Google Apps Integration
  • Inventory Tracking
  • Lead Management
  • Lead Scoring
  • Marketing Automation
  • Multi-User
  • Notifications
  • Scheduling
  • Supplier Management
  • Click-to-Dial
  • SAP Integration
  • Net Promoter Score

Summary

  • Eliminate the monotonous tasks from the lives of hard-working customer support agents

  • Reduce average handle time for each ticket that comes in

  • Speed time to first response, in many cases from days to minutes

  • Take up to 30% of tickets out of the support queue and reduce backlog

  • Identify which content in your knowledge base and forums can augment your support process

Summary

  • Increase agent efficiency with support automation

  • Modern knowledge base accessible by chatbots

  • Omnichannel support across chat, email, SMS, phone, video, social, web schedulers and more

  • Powerful chatbots to help your agents internally or your customers directly

  • Team collaboration with simple @mentions to share tickets internally or across-organizations with a click

  • Network and technology monitoring tool to create real-time alerts when your technology goes offline

  • Ticket management to easily organize and resolve tickets quickly

  • Actionable insights delivered in modern reporting dashboards

  • Pre-built integrations to major CRMs and robust APIs for unlimited flexibility

Summary

  • Omni-Digital Customer Care Platform

  • Manage messaging, live-chat, emails, forums, social media, and all digital channels

  • Full aggregated analytics

  • Open platform, open APIs

  • Integrates with CRM, Chatbot, BI, BPM, Call solution, etc.

  • A single interface to control all digital channels

  • Identify your customers and aggregate conversations across channels

  • Natively connects with multi-channel chatbots

  • Automated routing based on availability, competency, and language

Pricing

Reactive

$99.00
1 user(s) / month
Included in plan:
  • Omnichannel Support

Assisted

$199.00
1 user(s) / month
Included in plan:
  • Agent assistance and automation
  • Universal knowledge and ecosystem support

Automated

$199.00
$199 per seat plus an volume-based automation fee
Included in plan:
  • Customer-facing chatbots
  • Customer self-service

Proactive

$199.00
$199 per user + a per customer fee for proactive support
Included in plan:
  • Network and technology monitoring
  • Proactive ticket creation

FAQs

    What is this service generally used for?
  • AnswerIQ automates up to 30% of incoming support tickets. From front-end deflection technology to back-end agent assist tools, the platform augments the agent experience and frees support agents from the repetitive nature of most support tasks so that they may focus on the more nuanced exchanges with customers.

  • Does this service offer multi-user capability (e.g. teams)?
  • AnswerIQ support multi-users with a decentralized platform that also offers centralized control.

  • What platforms does this service support?
  • CXM systems like Zendesk and Salesforce.

  • Who are the main user groups of this service?
  • AnswerIQ caters to customer support teams with 50 agents or at least 50,000 incoming support tickets each month.

  • What are some applications this service is commonly used in tandem with?
  • CXM systems like Zendesk and Salesforce.

  • Does this service offer an API?
  • AnswerIQ can be plugged right into existing environments, requiring no engineering work whatsoever.

  • Does this service offer guides, tutorials and or customer support?
  • AnswerIQ has integration tutorials and customer support as well as a rigorous and hands-on onboarding period for new customers.

  • Does this service integrate with any other apps?
  • N/A.

FAQs

    Does this service offer guides, tutorials and or customer support?
  • Yes, Relay has comprehensive self-help product documentation in addition to white-glove onboarding and 24/7 customer support.

  • Does this service offer multi-user capability (e.g. teams)?
  • Yes, in Relay you can create unlimited Teams within your Organization.

  • Does this service integrate with any other apps?
  • Slack, Google, Salesforce, Zendesk, Freshdesk, ServiceNow, and Jira.

  • Does this service offer an API?
  • Yes. Relay offers robust APIs.

  • Who are the main user groups of this service?
  • Relay is built for teams that support technology across distributed locations. User groups include customer service teams, internal IT teams, and more.

FAQs

    What is this service generally used for?
  • Our platform RingCentral Engage Digital assembles all the customer interactions in one place (via messaging, social media, live-chat, mobile, email).

    • Prioritize urgent message processing, based on the company’s digital strategy
    • Identify your customers regardless of the channel and answer them where they are waiting for you
    • Integrate Engage Digital to you CRM for a 360° view
    • Track and analyse your performance with advanced statistics* Our platform RingCentral Engage Digital assembles all the customer interactions in one place (via messaging, social media, live-chat, mobile, email).
  • Does this service integrate with any other apps?
  • RingCentral Engage Digital is a Open Platform, you can connect any apps with an API Key.

    Some examples of connected Apps:
    Facebook
    Twitter
    Instagram
    Apple Business Chat
    What'sApp
    Wordpress
    Youtube
    Talkwalker
    Cisco WebEx
    inSided
    ServiceNow

  • Does this service offer multi-user capability (e.g. teams)?
  • RingCentral Engage Digital is a Platform for Agent & Supervisor. It's offering multi-user capability.

  • Does this service offer guides, tutorials and or customer support?
    • 24/7 Support
    • Community ( FAQ, Forum )
    • Help Desk ( Phone, Email, Ticket, Chat )
    • Knowledge base ( Tutorials, demos )
    • On-site Training
    • Online Training ( Webinar )
  • Who are the main user groups of this service?
  • The main user is enterprise with many interactions

    Our main industry are:
    * Telcoms
    * Financial Services ( Banks & Insurances )
    * Utilities
    * Retails
    * Transports
    * Entertainement Media

Vendor Information

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Vendor Information

Founded:
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Based in:
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Vendor Information

Founded:
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Based in:
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Other

Who uses AnswerIQ
  • Agencies
  • Enterprises
Desktop Platforms:
  • Web App
Languages:
English
Regional Restrictions:
No restrictions.

Other

Who uses Boomtown
  • Startups
  • SMEs
  • Enterprises
Desktop Platforms:
  • Web App
  • Windows
Mobile Platforms:
  • iOS
  • Android
Languages:
English, Spanish, French, Japanese
Regional Restrictions:
No restrictions.

Other

Who uses RingCentral Engage Digital
  • Enterprises
Desktop Platforms:
  • Web App
  • Windows
  • Macintosh
Mobile Platforms:
  • iOS
  • Android
  • WinPhone
  • Blackberry
Languages:
English, French, Spanish, German, Dutch
Regional Restrictions:
No restrictions.
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