Digital and Social Sensing

Decipher your customers’ interactions across channels using artificial intelligence and machine learning.

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 Digital and Social Sensing Software - Digital and Social Sensing

Digital and Social Sensing Software


Listen to customers across communication channels in real-time and analyze interactions using machine learning (ML) algorithms and artificial intelligence (AI). Identify context to initiate back-end processes and drive appropriate actions for meaningful responses and faster resolutions.

 -  - Digital and Social Sensing
Digital and Social Sensing

AI-driven Learning

  • Supervised ML models based on neural networks to determine intent, classification, and sentiments. Natural language processing and named entity recognition for extracting relevant information
  • Ready-to-use, language-agnostic ML models for different verticals

Multi-channel Interactions

  • Anytime, anywhere engagement with customers in their preferred communication channels
  • Unified, single-stream interactions across all connected networks to enable monitoring of incoming messages

Case Routing and Prioritization

  • Auto-routing of customer queries, complaints, etc. to relevant departments
  • Prioritizing cases based on urgency, customer requirements, agents’ skill sets, and workload
Digital and Social Sensing

Automated Response and Engagement

  • Delivering automatic, personalized, and contextual responses instantly
  • Tracking and reviewing historical customer interactions and events for a holistic view

Monitoring, Reporting, and Insights

  • Comprehensive and customizable dashboards, graphical charts, and reports with active, on-demand, and predictive analysis
  • Auto-generated insights to enable real-time decision making and to improve customer experience

Platform APIs

  • Out-of-the-box REST APIs for quick integration with on-premise, cloud, and hybrid-deployed systems
  • Integration with existing IT systems and business applications for seamless information flow

Capabilities of Newgen OmniChannel Cusotmer Engagement Platform

Digital and Social...

Decipher your customers’ interactions across channels...

Designer

Create engaging communications with simple, drag-and-drop...

Generation

Deliver personalized and responsive communications.

Distribution

Enable secure distribution of communication content through...

Monitoring

Stay on top of customer communications with end-to-end...

Templates

Design engaging communications with user-friendly templates.

Success Stories

Policy generation in under 5 seconds - Digital and Social Sensing
Policy generation in under 5 seconds
One of India’s leading insurance companies implements a communication management system to streamline their policy...
Automation of 300+ templates - Digital and Social Sensing
Automation of 300+ templates
Riyadh-based bank automates and standardizes their content management processes to rapidly generate communications and...
Communication creation in 1-2 hours - Digital and Social Sensing
Communication creation in 1-2 hours
South-Asian bank drastically reduces turnaround time and delivers enhanced customer experiences by enabling end-to-end...

Learn more

Case Study: Leading Insurance Company Enhances Customer Service with Newgen Omnichannel Customer Engagement (CCM) Product Suite

Case Study

Leading Insurance Company Enhances Customer Service with...

The organization faced challenges in delivering effective customer communications due to manual, time-consuming processes, and ...

eBook: Modernize your Customer Communications

eBook

Modernize your Customer Communications

Modern customers want timely, relevant, and accurate communication through their preferred engagement channels. One flawed ...

Video: Transforming Customers’ Experiences

Video

Transforming Customers’ Experiences

Watch how these business leaders have modernized their operations to create an engaging and responsive ...

Brochure: OmniOMS Communication Template Library

Brochure

OmniOMS Communication Template Library

Design engaging customer communications with user-friendly and ready-to-use templates