Flagship platform recognized as a leading customer experience solution
REDWOOD CITY, Calif. – February 25, 2019 – Squelch, Inc., provider of a customer experience optimization solution that empowers customer support and success professionals with the knowledge and resources to delight customers, today announced that its flagship software was awarded Bronze in the 13th annual Stevie Awards for Sales and Customer Service competition. Squelch was recognized in the New Contact Center Solution of the Year category.
Squelch empowers customer support and success agents with actionable intelligence at the precise moment of customer interaction, enabling them to provide even more personalized and valuable customer experiences. The information customer-facing agents need to resolve customer issues often already exists within their organization, but these agents are forced to wade through multiple, disparate systems to locate the right insights — a time-consuming and frustrating endeavor for all parties involved. As its name suggests, the Squelch software slices through this “noise” by querying traditionally-disjointed data sets to surface what is needed and filtering out what isn’t.
“Customer-centricity is crucial to reducing customer churn and improving renewals and upsells, and companies now rely more than ever on their customer-facing agents to provide customers with the best experience,” said Jayaram Bhat, CEO and Co-Founder, Squelch. “At Squelch, we believe these customer support and success agents are a company’s heroes, engaging in key customer interactions at a pivotal moment where speed, knowledge, and empathy are essential. We’re thrilled to have our solution recognized for improving the customer experience ecosystem — maximizing productivity, personalizing every interaction, and improving both customer and agent satisfaction.”
Squelch goes above and beyond most text-based search software by applying machine learning and artificial intelligence to continuously improve results as agents input queries and locate the information they need to expedite customer resolutions. The Squelch software also has connectors to most SaaS-based applications, including Salesforce, Zendesk, Slack, Box, Confluence, Jira, OneDrive, and Google Drive, and integrates directly with Salesforce and Zendesk, enabling customer support and success professionals to swiftly access relevant intelligence within their existing workspace. Alternatively, agents can operate in the Squelch console, which acts as a single point of intelligence and interaction for serving customers.
“We received an incredible number of submissions for this year’s Stevie Awards for Sales and Customer Service, and the level of competition was especially impressive,” said Michael Gallagher, President and Founder, The Stevie Awards. “The Squelch solution stands out for the remarkable capabilities it provides customer support and success professionals, and we’re delighted to honor the platform as one of the best new contact center solutions.”
The Stevie Awards for Sales and Customer Service recognize the achievements of contact center, customer service, business development, and sales worldwide. More than 2,700 entries were submitted from organizations in over 40 nations to honor the innovations and individuals that drive the sales and customer service industry.
To learn more about Squelch and its eponymous customer support and success solution, please visit www.squelch.io.
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At Squelch, we focus on optimizing the customer experience through the teams that serve customers after the sale. We believe these agents are the heroes of a company, engaging in key customer interactions where speed, knowledge, and empathy go a long way to defining the customer relationship. By empowering these heroes with the right information at the right time, we help create a foundation of confidence that can be measured in both employee and customer satisfaction.