Customer Self-Service Software in North America

Oracle caters to various verticals, such as automotive, chemicals, communications, education, financials services, healthcare, hospitality, insurance, public sector, utilities, travel & transportation, and aerospace & defense. Oracle is a global provider of CRM solutions and has a dedicated CX cloud suite that helps the companies in leveraging the customer experience to differentiate, innovate, and improve their business results. In the CSS software market, the Oracle Service Cloud's RightNow package provides the customers many self-service tools, such as community & web self-service, knowledgebase, virtual assistants, live chats, and mobile self-service.

The company has a small business division that is only dedicated to offering Customer Self-Service Software solutions and services to the government agencies and military sector. The company has the distinction of maintaining world's largest voice data library. It uses advanced algorithms and analytics to change the way people interact with technology and information. In the CRM and CSS software markets, Nuance provides its distinct offerings, such as virtual assistants, IVR, Omni-channel solutions, web self-service solutions, and mobile self-service solutions through TouchCommerce, which it acquired in August 2016. nuance communications, inc.

eGain suite comprises mobile applications, social applications, web applications, desktop applications, management applications and analytics, messaging applications, eGain OpenCEH, and eGain Connectors for eGain OpenCEH is a multichannel customer engagement hub and eGain Connectors help to connect CRM, content, CTI, and e-commerce systems. The company caters to a wide range of industry verticals, such as healthcare, retail, telecommunications, financial services, insurance, outsourced services, technology, utilities, government, and manufacturing.

Verint has a very strong R&D team of about 1,400 professionals, which is backed by more than 15% of the company's annual revenue and 700 patents and patent applications worldwide. The company boosted its presence in the CSS and CRM software market with the acquisition of KANA, a hosted CRM software provider in 2014. The dedicated offerings pertaining to the CSS software market offered by Verint include web self-service tools, such as knowledgebase, case management, live chat, co-browsing, email management, and social communities.

SAP HANA is based on the in-memory computing technology. The Customer Self-Service Software offerings of the company are part of its CRM suite that has been consolidated under Hybris brand, which it acquired in 2013 as a part of its realigned strategy to tackle the strong competitors, such as Salesforce.com and Oracle. The dedicated CSS offerings of the company are provided through SAP HANA cloud portal.

In the Customer Self-Service Software market, the company provides its offerings through Dynamic Self-Service and Avaya Aura Experience portals. Some of the CSS offerings of Avaya include automated multichannel experience management, predictive self-service, IVR, and web self-service.

In the CSS and CRM software market, Salesforce Customer Self-Service provides its offerings through Desk.com, which is a cloud-based helpdesk system for interacting with customers and solving customer issues. Desk.com has the multichannel capabilities for self-service, such as knowledgebase, live chats, email, and callback. Primary competitors of Salesforce.com in the CSS software market include Microsoft Dynamics CRM, Oracle, and SAP CRM.

Pega CRM's ability to integrate real-time predictive analytics and automated decisioning into customer interactions in any channel is the major USP of the their Customer Self-Service solution. The company makes use of historical and contextual analysis to decide upon the next move to take at each point within each customer conversation. For Web self-service, this means that customer’s historical data and their current screen movement triggers results on the UI. Pega’s solution also makes it easy for customers engaging in a self-service inquiry to escalate to an agent-assisted interaction. The company's Self-Service Advisor has the ability to turn a confusing and costly experience into a positive one with a quicker resolution, reduced customer effort and effective cross-sell for the business.

Microsoft also offers cloud-based solutions and services, such as Microsoft Office 365, Windows Azure, Skype, Bing, and Microsoft Dynamics CRM. Microsoft operates in more than 190 countries and has its presence around the world in the regions of Europe, MEA, Latin America, North America, and APAC. The offerings of the company cater to various verticals, such as education, government, health, discrete manufacturing, hospitality & travel, and retail & consumer goods. In the segments of CRM and CSS, the company has credible offerings, such as Microsoft Dynamics suite and Microsoft Parature self-service portal. Oracle Corporation, Salesforce.com, and SAP SE are the chief competitors of Microsoft in these segments.

It thrives to attain excellence and impart an Omni-channel customer experience by developing fully native contact center interaction management, workforce optimization, and self-service capabilities within a single CEC. Some of the CSS offerings of Aspect include Aspect Augmented Chat, Aspect Callback Mobile, and Aspect InQueue Self-Service.

The USP of Freshdesk in customer self-service software is its powerful and intuitive knowledge base, which makes it easy to provide customers with the right information quickly and easily. Freshdesk also provides a range of features such as community forums, ticketing, help desk automation, and self-service portals, so customers can get the answers they need whenever they need them. Additionally, Freshdesk ties into a range of third-party applications, making it easier to manage customer inquiries in one centralized system.

The Inbenta Chatbot identifies conversation context, uses webhooks to conduct transactions and is quickly available 24/7. It uses NLP to understand the customers queries in their own language. Inbenta collaborates enterprise-grade AI and ML with their unique NLP engine to address user queries with unmatched precision. Inbenta's Federated and Faceted Search enable organizations to search across various sources of content and respond with precise answers to detailed customer queries. With Discovery and Gap Analysis, users can easily enhance their content and customer service quality.

In the Customer Self-Service Software market, the company has expertise in IT self-service. BMC MyIT self-service software and BMCTrack-it suite have many self-service functionalities, such as self-service mobile apps, social tools, virtual chat, and knowledgebase to aid the enterprises and their stakeholders.

Aptean Self-Service possesses Context-sensitive pagelets which can be developed proactively in the course of a search to deliver relevant news, notifications and offers for products and services. The solution is equipped with Self-improving search, which means the system gets learns more as it is used, consistently increasing the relevancy of search results and recommendations. It can be integrated with CRM which allows capture of session information to the customer record. Aptean's Resolution flows direct customers through a specific process to resolve their high value issues. Moreover, Microsites allow managers to send out alerts news, and messages to the right agent segment.

Zendesk support provide customers with the resources needed to help themselves. The company first creates a help center for customers with a smart knowledge base. Then provides them with a Community and a dedicated space where they can with a Customer Portal. It then applies AI to automate tasks, offer recommendations and predictions to create better experiences wherever the agents and customers are. Zendesk support also provides Answer Bot that uses machine learning to answer customer questions with content from the knowledge base.

RightAnswers web self-service portal provides customized brand experience along with the information required by the customers to address their queries. It minimizes calls to the user's contact center or service desk and also helps them in reducing the wait time. RightAnswers Knowledge Centered Service methodology (KCS)has been developed with a purpose to enable the management, employees and customers develop and handle a centralized knowledge base. RightAnswers' Knowledge-Paks deliver more than ninety thousand precise knowledge solutions to the most common issues faced by the users.

Jive is the most preferred collaboration platform globally. Jive Software claims 15% higher productivity, 38% greater job satisfaction, 24% lower turnover and 17% fewer IT tickets after implemenation. Jive Platform doesn’t require any learning curve or specific traning in order to user it, as it is extremely intuitive. The company claims to save 51 minutes per day of the users by making information easily available. Jive’s groundbreaking PeopleGraph technology leverages machine intelligence and social graph analytics from Amazon to allow employees to discover the people, expertise and insights required to perform thier jobs.

Creative Virtual's V-Person helps customers in increasing conversion and customer satisfaction rates. It also helps them to capitalise on cross-selling and up-selling opportunities. It also helps in preventing information overload by generating, handling and engaging customers in entire conversations to totally understand the query, return the right answer and present the right web page. It makes use of NLP which makes the customers feel like having real conversations. V-Person virtual agent develops an easy way to self-serve and minimizes live chat sessions by up to 80%. V-Person Mobile uses the most advanced natural language and knowledge management technologies to support users in deliverinf personalised, self-service mobile experiences on a variety of devices.

AIVA makes use of NLP, NLU, deep learning, and self-learning AI to learn the intent and context, offer customization and break down complex phrases, all in a conversational tone that appears natural. It is the first enterprise-grade VA that has the ability to track and respond to user sentiments. 24/7 Chat delivers drastic support cost reduction and improved sales revenue by redirecting contacts from phone and email. It tries to learn what the customers want to do by using intent-driven engagement and deep chat analytics. The solution helps in enhancing sales conversions up to 30% with advanced, repeatable AI models that identify prospects, engagement time, specific recommendations to be made. Also, the company offers an integrated platform approach to real-time and continuous messaging.

Astute's self-service application can be deployed on a company’s website, integrated within their mobile app or accessed through third-party messaging applications such as Facebook Messenger. Their KMS is capable of generating knowledge base content and fetching answers from existing sources. The application also enables users to deploy self-service across web, mobile, and messengers to deliver optimized answers. The solution fetches data from numerous knowledgebases to provide the most precise answer for each question. Moreover, Astute Agent helps agents in managing their daily work by letting them manage all channels in a single interface.