Quiq
Quiq is the leading platform for customer-centric AI for CX. Quiq creates best-in-class solutions that enable seamless customer journeys across channels and between AI agents and humans. Built by CX and AI experts, Quiq delivers on the promise of generative AI by driving revenue, reducing costs, and improving CX outcomes. With Quiq’s AI Studio, enterprise brands get the best of ‘build’ with control and customization, and the best of ‘buy’ with expert support, security, and scalability. The world’s leading brands, including Terminix, Volvo, and IHG Hotels & Resorts, trust Quiq to improve CX outcomes. Learn how your team can be their best https://quiq.com/.
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Requirements Met
COPC Inc. has found Quiq to be an effective Asynchronous Chat conversation platform. It supports compliance with the following best practices found in the COPC CX Standard, Release 7.0:
2.1.1.c.i – Ensuring customer information and data is consistent and available across channels
2.1.1.c.ii – Enabling consistent and predictable service results across channels
2.1.4.b – Evaluating upstream and downstream impacts in customer journeys
2.2.1.a – Gathering feedback from customers
2.2.1.b – Identifying customer contact reasons
2.2.2.c – Ensuring the sampling approach used for measuring the customer experience is unbiased
2.6.1.c.ii – Monitoring system usage and taking action to maintain availability and throughput at targeted levels
2.6.1.c.iii – Ongoing training of digital systems to increase system accuracy
2.6.2.c – Escalation of unresolved customer questions and issues from digital to live agents
2.6.2.d – Autonomous decisions made by customer-facing systems are accessible for review
4.3 – Measurement and management of required metrics for live agent support