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Interactions - Business Development Achievement of the Year

Gold Stevie Award Winner 2019, Click to Enter The 2020 Stevie® Awards for Sales & Customer Service

Company: Interactions, Franklin, MA
Entry Submitted By: LaunchSquad
Company Description: Interactions provides award-winning Intelligent Virtual Assistants that seamlessly combine artificial intelligence and human understanding to enable businesses and consumers to engage in productive conversations. With solutions designed to meet the growing demand for multichannel customer care, Interactions delivers significant cost savings and unprecedented customer experience to big-name brands.
Nomination Category: Business Development Awards Categories
Nomination Sub Category: Business Development Achievement of the Year - Technology Industries

Nomination Title: Interactions Transforms Customer Engagement with Integration of Full Omnichannel Capabilities

Tell the story about this organization's business development achievements since the beginning of July 2017 (up to 650 words). Focus on specific accomplishments, and relate these accomplishments to past performance or industry norms. Be sure to mention obstacles overcome, innovations or discoveries made, and outcomes:

The customer service industry has reached a moment of reckoning. Most consumers today do not have time for traditional methods of customer engagement, like sitting through long hold times, or engaging in ‘robot speak’ with an ineffective IVR. Enterprises know customer satisfaction in the modern era relies on delivering effective customer experiences on any platform, at any time that is convenient for customers.

Interactions has long enabled businesses to engage with their customers across a variety of platforms - including phone, SMS, web chat and social media. But modern customer care means even more than engaging with customers across multiple channels - it’s about empowering businesses and customers, alike, to seamlessly transition across channels without experiencing disruption. That’s why, in May, Interactions Intelligent Virtual Assistant (IVA) integrated full omnichannel capabilities. While most ‘omnichannel’ systems today force customers to repeat themselves when they change channels, Interactions IVA enables customers to effortlessly navigate across all channels without losing context or having to repeat themselves, creating a thorough and personalized experience with each repeat contact.

A recent survey of over 2,000 consumers underscores the critical importance of deploying effective omnichannel technology solutions. 63% of consumers indicated they would be satisfied with a company if its artificial intelligence (AI) solution was consistently efficient and effective in answering their questions, and an overwhelming 79% believe AI solutions provide positive customer experiences when they enable customers to interact on the channel of their choice. What’s more, customers reported they would be more likely to recommend the company to a friend or family member, participate in a customer survey, increase purchases with the company and speak positively of the company on social media after a positive interaction with an AI solution. In the modern era of customer engagement, businesses must offer effective technology solutions, or risk falling behind companies that do.

The integration of true omnichannel capabilities empowered Interactions to continue building on their proven track record of revolutionizing customer care and boosting the bottom line for some of the world’s largest enterprises, including Hyatt, TXU Energy, Westar Energy and Shutterfly. Westar Energy, for example, saw self-service rates rise to 39% when they replaced their traditional, legacy IVR with Interactions IVA, alongside a customer satisfaction rate of more than 80%. TXU Energy reached their payback goals in a mere 40 days, saving nearly one million dollars in cost avoidance and IT savings by implementing Interactions IVA, while still experiencing an 11% improvement in customer satisfaction scores. Hyatt saved $4.4 million by automating its reservation process with Interactions IVA, with a year-over-year return on investment of more than 125%.

Deploying effective technology solutions not only increases customer satisfaction, trust and loyalty in a brand, but also ultimately strengthens business and boosts the bottom line. With growing demand for effective omnichannel solutions, Interactions has seen a significant climb in inbound client interest since the company announced its omnichannel capabilities this spring. Spurred by Interactions’ cutting edge technology, as well as its recent recognition as Omnichannel Provider of the Year at this year’s CCW Excellence Awards and Best Virtual Assistant Innovation at the AIConics, Interactions has seen an unprecedented surge in new client acquisitions, including rapid growth in key industries like food service.