India, December 06, 2023: Kapture CX, a leading provider of customer experience solutions, announced the launch of Kapture Insights, an AI-powered voice of customer solution that empowers organizations to gather customer insights with personalized surveys, derive meaningful insights and close the loop by taking necessary actions to optimize customer experience. The solution will enable enterprises to incorporate customer feedback in their strategy and to understand key areas of improvement.

Sheshgiri Kamath, CEO & Co-Founder of Kapture CX, expressed enthusiasm about the launch, stating,“Anticipating customer needs is integral to shaping customer experience & gaining loyalty. Kapture Insights is a significant leap towards a customer-centric approach- by enabling organizations to identify gaps & prioritizing customer expectations, Kapture Insights helps brands create long lasting customer loyalty.”

Kapture insights offers a comprehensive set of features to enable organizations extract deeper insights from customer feedback, including but not limited to, multi-channel feedback collection, AI-powered vertical-specific survey generation, sentiment analysis, actionable insights and integration with the ticketing dashboard to close the loop. 

The solution natively integrates with Kapture’s Service Cloud and provides 1000+ pre-built integrations with other key softwares that organizations use such as ERP, CRM, OMS etc. to provide a unified experience. It is powered by KAI to improve efficiency & increase the quality of insights drawn from the voice of the customer.  Kapture Insights is built on a foundation of robust security measures compliant with ISO 27001, SOC 2 Type 1, GDPR, HIPAA ,and ensures the utmost protection of sensitive information.

As Bill Gates once said, “Your most unhappy customers are your greatest source of learning.”, it’s essential organizations build on this wisdom and incorporate the voice of customers in their larger CX strategy to drive maximum value towards their customers. We’re confident that Kapture Insights will play a critical role in enabling organizations in doing so.

About Kapture CX

Kapture is an enterprise-grade AI powered omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.

Author

Navneet Kaur

Manager- Marketing

enquiries@kapture.cx

India, 30th Nov 2023: Kapture, a leading customer experience (CX) solutions provider, recently hosted an enlightening webinar featuring Bruce Schwack, the co-founder of NetMeds and a seasoned expert in customer experience. The webinar delved into the evolving landscape of customer experience, the integration of AI-driven bots, and the importance of building brand loyalty.

The session, hosted by Vatsala Issar, Senior Manager of Customer Success at Kapture, kicked off with an entertaining introduction to Bruce Schwack’s unique journey and his playful comparison to Bruce Wayne. Schwack, who has spent over two decades in India, shared his story of transitioning from building customer service centers in Canada to revolutionizing the online pharmacy industry in India with NetMeds.

Key Highlights from the Webinar:

• To Bot or Not to Bot: Schwack discussed the growing role of AI-driven bots in customer service. He emphasized the importance of proper training, likening it to training a pet. “Your bot, like your dog, requires extensive proper training,” Schwack noted, underscoring that well-trained bots can handle customer inquiries efficiently, while always allowing customers the option to interact with a live agent.
• Voice-Driven Customer Interactions: Addressing the rise of voice-based assistants, Schwack predicted that voice bots would become a staple in customer interactions, much like how Indian accents have become familiar to American consumers over time. He stressed the need for continuous improvement to ensure voice bots provide a seamless and human-like experience.
• Building Brand Loyalty: Highlighting the critical role of customer experience in brand loyalty, Schwack shared insights from his tenure at NetMeds. He attributed their high NPS and customer loyalty to proactive customer service enabled by Kapture CX’s platform.
• Future of Customer Experience: Schwack emphasized the importance of a hybrid approach, combining the efficiency of bots with the personal touch of human agents. He encouraged businesses to invest in defining their brand voice and continuously train their bots to ensure a consistent and positive customer experience.

About Kapture CX

Kapture is an enterprise-grade AI-powered omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.

Author

Navneet Kaur

Manager- Marketing

enquiries@kapture.cx

Bengaluru, 7th Nov 2023 – Kapture CX, a leading provider of customer experience management solutions, proudly announces the successful completion of its first-ever annual hackathon, held in 2023. The event was a resounding success, showcasing the innovative spirit and technical prowess of over 200 participants.

The hackathon brought together employees, tech enthusiasts, and industry experts to collaborate on groundbreaking ideas aimed at enhancing customer experience (CX) across large enterprises. The event saw more than 85 innovative ideas and the development of 25 impressive prototypes, all crafted with the help of 10 dedicated mentors and fueled by over 400 energy drinks.

Participants leveraged cutting-edge technologies, including Artificial Intelligence (AI), Machine Learning (ML), and other deep tech stacks, to create prototypes with the potential to revolutionize the future of CX. The atmosphere was electric, filled with creativity and collaboration.

To further motivate and reward the participants, Kapture CX offered prizes and goodies worth over INR 500,000. The winning teams were recognized for their exceptional contributions and innovative solutions.

Vikas Garg, Chief Product Officer at Kapture CX, commented: “The Kapture CX Hackathon 2023 was a remarkable event that showcased the brilliant minds within our organization and the boundless possibilities of technology in enhancing customer experience. The innovative spirit and dedication displayed by all participants were truly inspiring. We are committed to fostering a culture of continuous learning and innovation, and this hackathon is just the beginning of our journey to revolutionize CX.”

Participants also shared their positive experiences, highlighting the opportunity to collaborate with brilliant minds, brainstorm innovative solutions, and push the boundaries of creativity. The event fostered a culture of continuous learning and demonstrated Kapture CX’s commitment to nurturing talent and driving excellence.

A participant remarked: “I had the incredible opportunity to participate in a hackathon hosted by Kapture CX, and the journey was nothing short of amazing. Over the course of the event, I collaborated with brilliant minds from our company, brainstormed innovative solutions, and pushed the boundaries of creativity. The thrill of solving real-world challenges and transforming ideas into reality was truly exhilarating. I’m proud to be a part of a team that encourages innovation and fosters a culture of continuous learning. Kapture CX’s commitment to nurturing talent and driving excellence is truly commendable.”

Kapture CX invites talented individuals passionate about creating solutions that make a difference to join their dynamic engineering team. Interested candidates can apply at work@kapture.cx.

About Kapture CX

Kapture is an enterprise-grade AI-powered omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.

Author

Navneet Kaur

Manager- Marketing

enquiries@kapture.cx

India, 3rd Nov 2023 – Kapture CX, a leader in AI-powered CX automation solutions,, today announced the launch of Ticket Summary, a revolutionary new feature designed to streamline customer support workflows and improve agent productivity.

Ticket Summary leverages the power of Gen AI & advanced natural language processing (NLP) to automatically summarize lengthy email, social media, and chat conversations. Ticket Summary seamlessly integrates with existing ticketing systems, triggering an automatic backend call upon ticket disposition. This innovative solution extracts key insights, detects customer intent, analyzes language, and understands sentiment, providing agents with a clear and concise overview of each customer interaction.

This comprehensive overview allows agents to quickly understand the customer’s journey and efficiently address their needs.

Benefits of Gen AI Ticket Summary:

• Improved Agent Productivity: Agents spend less time sifting through lengthy conversations and more time resolving customer issues.
• Enhanced Customer Satisfaction: Faster resolution times lead to happier customers.
• Streamlined Workflows: Ticket Summary automates manual tasks, freeing agents to focus on complex cases.
• Deeper Customer Insights: Uncover valuable trends and patterns from customer interactions.

About Kapture CX

Kapture is an enterprise-grade AI-powered omnichannel Customer Experience management platform with a deep focus on customer support. Kapture adapts to evolving customer expectations and transforms good customer experiences to great ones. With expertise in five key industry verticals: Retail, BFSI, Travel, Energy and Consumer durables, Kapture today is helping 1000+ businesses in 16 countries create wonderful customer experiences.

Author

Navneet Kaur

Manager- Marketing

enquiries@kapture.cx