Automating Telephone Support Operations Through ServiceNow Integration and Expanding into the CSM Market
First written in FY2024-Q1. 2 of 3 entries say "Advanced", first in FY2024-Q3. Latest entry: FY2024.
4 other companies' latest entry also says "Advanced".
- FY2024AdvancedAnnual report
「The solution integrating ServiceNow, IVR, SMS and speech recognition to automate telephone support operations, implemented with EXEO Group,Inc., is being used by many companies, including partner companies.」
The initiative to automate telephone support by integrating ServiceNow, IVR, SMS and speech recognition progressed from the announcement stage to actual CPaaS use and corporate adoption. - FY2024-Q3AdvancedAnnual report
「As a new ServiceNow solution, the company also began providing an automation solution for telephone support operations in collaboration with エクシオ・デジタルソリューションズ株式会社, integrating voice DX solutions such as IVR, SMS delivery and speech recognition. The solution improves the efficiency of telephone support operations, reduces the burden on both parties by facilitating information sharing with customers, and improves service quality through management of support histories.」
ServiceNow integration progressed to the launch of a telephone support automation solution combining IVR, SMS and speech recognition. - FY2024-Q1First statedAnnual report
「As a new ServiceNow solution, the company announced an automation solution for telephone support operations in collaboration with エクシオ・デジタルソリューションズ株式会社, integrating voice DX solutions such as IVR, SMS delivery and speech recognition. The solution improves the efficiency of telephone support operations, reduces the burden on both parties by facilitating information sharing with customers, and improves service quality through management of support histories, with the aim of gaining new market share in the CSM market.」
Building on its ServiceNow implementation and operational support services, the company announced a telephone support automation solution integrating IVR, SMS and speech recognition with エクシオ・デジタルソリューションズ株式会社, newly indicating its expansion into the CSM market.