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BOSTON, April 03, 2019 (GLOBE NEWSWIRE) -- LogMeIn (Nasdaq: LOGM) today furthered its vision to improve customer experience by delivering new tools that enable agents to work together to solve complex customer issues. Through enhanced agent collaboration capabilities, Bold360 removes the barriers commonly associated with poor customer experiences -- including siloed communication and frustrating escalation paths.
“In the age of AI, the needs of the human workforce can often get lost,” said John Ragsdale, Distinguished VP, Technology Research at TSIA. “But access to informed, and empowered human agents is as critical to the customer experience as ever. Ensuring agents have the tools and technologies to seamlessly pick up where AI leaves off can’t be a nice-to-have. AI helps customers get answers to questions quickly, but human agents build brand loyalty.”
Bold360 is an intelligent customer engagement platform that provides a better, more modern way for companies to connect with customers while also providing a real-time 360-degree view of the entire customer journey. Designed to fundamentally improve the customer and agent experience, Bold360 enables companies to deliver personalized and consistent customer engagements seamlessly across both AI and agent-based interactions. Building upon the momentum of previous Bold360 releases, these latest enhancements offer:
“At SAP our promise is to innovate to help our customers run at their best. We recognize that in order to help them, our support teams need to operate as efficiently as possible to provide a great customer experience,” said Mohammed Ajouz, Senior Vice President, Global Head of Product Support at SAP. “With Bold360 Discussions and Join Chat capabilities, our global teams collaborate efficiently, and jointly find answers more quickly to solve a customer’s problem. These new tools help us give our customers a better experience, help promote knowledge sharing amongst teams, reduce onboarding time and most importantly allow us to resolve more issues at the first time of contact.”
“As customer expectations continue to increase, agents are finding it difficult to keep up with the ever-expanding engagement channels, limits of legacy systems and the complexity of incoming queries,” said Ryan Lester, Director of Customer Engagement Technologies at LogMeIn. “While AI is certainly helping with much of this, we can’t forget about the humans behind the bots. Artificial intelligence is perfectly suited for some things, but it isn’t a replacement for human intelligence. Creating a best in class customer experience is about finding the right balance between the two. Today’s announcement focuses on the agent and ensuring they have the tools and technologies to take on more complicated challenges and ultimately be human when humanity is needed most.”
About LogMeIn’s Customer Engagement & Support Portfolio
LogMeIn delivers industry leading solutions designed to empower companies to deliver smarter, more personalized customer engagement and support. Supporting over 1 billion customer interactions every year, LogMeIn is helping companies transform how they interact with their customers in real-time, creating experiences that drive increased satisfaction and brand loyalty.
About LogMeIn, Inc.
LogMeIn, Inc. (Nasdaq:LOGM) simplifies how people connect with each other and the world around them to drive meaningful interactions, deepen relationships, and create better outcomes for individuals and businesses. One of the world’s top 10 public SaaS companies, and a market leader in communication & conferencing, identity & access, and customer engagement & support solutions, LogMeIn has millions of customers spanning virtually every country across the globe. LogMeIn is headquartered in Boston with additional locations in North America, South America, Europe, Asia and Australia.