Reducing Number of Agents

CF: Are you seeing that companies need fewer agents when they adopt your platform?

NS: Yes. However, we also see that the companies that use our platform grow and will end up buying more licenses. It’s not about cutting a call center in half. It’s about growing the company to become more profitable. There will always still be a use case for humans. And, if a company grows, it may be in a position financially to hire more.

That’s probably the best way to put it. We’ve partnered with a lot of tech alliance partners. Like Zendesk and Salesforce and several of the CCaaS providers like Five9 and Talkdesk. And sometimes they fear that we will automate so much that they won’t be able to sell as many licenses. But what we have found is they actually sell more licenses because the company grows, and they need to hire more agents to be able to handle the amount of volume.