SW Sponsored Content Left 3 160x1200

SW Sponsored Content Right 3 160x1200

SW Sponsored Top Banner 3 705x108

Sunday, 13 September 2020 01:20

Pypestream integrates customer experience platform with Conviva

By
Pypestream CEO and founder Richard Smullen Pypestream CEO and founder Richard Smullen

Cloud messaging and customer experience automation platform provider Pypestream has integrated with global streaming media intelligence company Conviva to jointly offer proactive digital “conversational experiences” through notifications, eliminating the need for customers to reactively call or email a call centre.

Noting that Sling TV uses the proactive feature to provide customers with smart self-service solutions and always-on conversational brand experiences, Pypestream CEO Richard Smullen said, “Our integration with Conviva allows us to deliver true AI-driven customer experiences that help a business's bottom line while exceeding customer expectations.

“Customer service today is built on reactivity, but for the first time ever, Pypestream enables OTT service providers to proactively handle user concerns or service issues. Proactive initiatives are the future of user experience and, now, OTT brands can take another step towards fully automating all steps of their customer support workflow.

“With our market-first integration with Conviva, brands alleviate not only customer frustrations but internal frustrations, while saving time and money.

“Video streaming companies have the power and ability to eliminate call center interactions in favor of customer-preferred conversational AI experiences.”

According to customer experience industry data cited by Pypestream, 68% of consumers say proactive customer service increases brand perception and affinity.

“With Pypestream’s proactive, OTT customer experience integration, Conviva triggers Pypestream to send a notification to the user experiencing viewability issues, eliminating call center outreach, and reactive customer service initiatives. Streaming video and OTT brands can now solve troubleshooting concerns without the need for human intervention through automation capabilities and conversational AI,” notes Pypestream.

“By partnering with Pypestream to offer fully automated proactive outreach, we’re allowing brands to update their user experience journey with touchpoints customers actually want and need,” said Sean Wilkinson, Head of Corporate Development at Conviva.

“Now, instead of disjointed communication via email or interactions with call-center representatives, users will receive a message right away when an issue arises, saving them time and alleviating frustration.”

Pypestream says that with its pre-built conversation designs and AI training data, streaming video and OTT brands can more easily manage subscription changes, technical troubleshooting, and account management.

"At SLING TV, we are hyper-focused on the customer experience, and the Pypestream-Conviva integration allows us to serve our customers in innovative ways," said Seth Van Sickel, vice president of Operations and Customer Experience at SLING TV. "We’ve seen an increase in user satisfaction now that our customers are able to access smarter self-service tools for SLING."

“With our market-first integration with Conviva, brands alleviate not only customer frustrations but internal frustrations, while saving time and money,” said Smullen. “Video streaming companies have the power and ability to eliminate call center interactions in favor of customer-preferred conversational AI experiences.”


Subscribe to ITWIRE UPDATE Newsletter here

Active Vs. Passive DWDM Solutions

An active approach to your growing optical transport network & connectivity needs.

Building dark fibre network infrastructure using WDM technology used to be considered a complex challenge that only carriers have the means to implement.

This has led many enterprises to build passive networks, which are inferior in quality and ultimately limit their future growth.

Why are passive solutions considered inferior? And what makes active solutions great?

Read more about these two solutions, and how PacketLight fits into all this.

CLICK HERE!

WEBINAR INVITE 8th & 10th September: 5G Performing At The Edge

Don't miss the only 5G and edge performance-focused event in the industry!

Edge computing will play a critical part within digital transformation initiatives across every industry sector. It promises operational speed and efficiency, improved customer service, and reduced operational costs.

This coupled with the new capabilities 5G brings opens up huge opportunities for both network operators and enterprise organisations.

But these technologies will only reach their full potential with assured delivery and performance – with a trust model in place.

With this in mind, we are pleased to announce a two-part digital event, sponsored by Accedian, on the 8th & 10th of September titled 5G: Performing at the Edge.

REGISTER HERE!

BACK TO HOME PAGE
Peter Dinham

Peter Dinham - retired and is a "volunteer" writer for iTWire. He is a veteran journalist and corporate communications consultant. He has worked as a journalist in all forms of media – newspapers/magazines, radio, television, press agency and now, online – including with the Canberra Times, The Examiner (Tasmania), the ABC and AAP-Reuters. As a freelance journalist he also had articles published in Australian and overseas magazines. He worked in the corporate communications/public relations sector, in-house with an airline, and as a senior executive in Australia of the world’s largest communications consultancy, Burson-Marsteller. He also ran his own communications consultancy and was a co-founder in Australia of the global photographic agency, the Image Bank (now Getty Images).

Share News tips for the iTWire Journalists? Your tip will be anonymous

WEBINARS ONLINE & DEMAND

GUEST ARTICLES

VENDOR NEWS

Guest Opinion

Guest Interviews

Guest Reviews

Guest Research

Guest Research & Case Studies

Channel News

Comments