PwC Germany Addresses the Evolving Demands of Future Contact Centers with Parloa’s AI solution based on Microsoft Azure

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Frankfurt, 8th February 2024. PwC Germany announces they will work together with Microsoft Germany and Parloa in the field of AI-based customer service, with a specific focus on voice-AI technology. The collaboration not only strengthens the existing strategic alliance between PwC and Microsoft across many transformational areas but also benefits from Parloa bringing in new innovative solutions to the Digital Contact Center ecosystem.

Parloa’s AI-based software solution, built upon Microsoft Azure AI technologies including Microsoft Azure OpenAI Service, is designed to transform contact centers, making them more efficient, while simultaneously improving the customer journey. Specifically, Parloa’s contact center AI platform allows human-like speech interaction, optimizes call routing, automates customer inquiries, and enables real-time translation of conversations. This innovation results in universal availability, quicker response rates, the overcoming of language barriers, and the reduction of unnecessary transfers, meeting the need for efficient and personalized phone support. As a result, these improvements not only assist customers but also reduce the workload for contact center agents, allowing them to concentrate on more complex customer requests.

“With this collaboration, we are committed to further improve our consulting services in the customer service industry by offering adaptable and human-like-AI solutions, tailored to meet the varied needs of contact centers, thus improving customer satisfaction and reducing costs by automating routine tasks.” Matthias Riveiro, PwC Germany Head of Contact Center Solutions

“We are thrilled to see another flourishing collaboration within our ecosystem.”, says Edith Wittmann, General Manager Global Partner Solutions, Microsoft Germany. “With the power of our Azure cloud platform and leading AI technology, the speed & innovative IP of Parloa and the deep industry knowledge of PWC I am sure that our mutual customers will heavily benefit within their own transformation of customer experience. At the end of the day, we all have a major shared goal – the best impact for the client.”

Parloa`s AI platform surpasses traditional touch-tone IVR (Interactive Voice Response) systems by achieving 97% accuracy in intent recognition from free text. Complementing this high performance, its integration into contact centers of any size is made simple, benefiting from its low-code design. Relevant use cases such as authentication or FAQs are ready to use out of the box.

“The collaboration with PwC and Microsoft will accelerate the speed at which we bring innovation to contact centers internationally. Together we will create outstanding experiences for customers through AI and increase the satisfaction of companies, customers, and employees in contact centers alike.” Malte Kosub, CEO Parloa

PwC Germany will integrate and configure Parloa’s AI platform into contact centers, both as a stand-alone solution, and also as a part of comprehensive customer service solution landscapes, thus enhancing its digital transformation consulting offerings around customer communication services.

“This is an important step in our service offerings to design industry-specific solutions that cover the entire range of customer communication and service processes.” Tomas Rederer, PwC Germany Head of Financial Services Management Consulting

With this new collaboration, PwC Germany, Microsoft, and Parloa ensure that clients can embrace the most advanced solutions to enhance service quality, customer experience and thus drive growth in their business.

About PwC

At PwC, our purpose is to build trust in society and solve important problems. We’re a network of firms in 151 countries with over 364,000 people who are committed to delivering quality in assurance, advisory and tax services. Find out more and tell us what matters to you by visiting us at www.pwc.com.

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