India, Jan 9, 2024: Kapture CX, a leading provider of AI powered customer experience solutions, announced its expansion into the energy retail sector in the United States. Kapture provides vertical-focused solutions to enable enterprises to automate their customer support operations, increase agent productivity and improve customer satisfaction metrics. This strategic move positions Kapture CX to enable another key vertical i.e. the energy retail enterprises in the US with a Gen AI powered solution tailored to their unique needs.
Sheshgiri Kamath, CEO & Co-founder, Kapture commented “The energy sector is undergoing a significant transformation and with the intense competition & growing demand of the customers, it’s becoming increasingly obvious that customer service in energy & utilities is becoming a key differentiator for the organizations in this industry. The customer preferences, requirements and needs are across a spectrum and the solutions to deliver a delightful customer experience will need to cater to these specific nuances”
Kapture CX offers Gen AI powered customer support automation platform designed to address the distinct needs of the energy sector in the US with features including self-serve portals, ticketing dashboard, KMS, chatbots, livechat and advanced analytics. The advanced Gen-AI features such as Customer 360, Agent co-pilot, Agent assistance and many more help reduce agent workload, improve efficiency and customer satisfaction.
“The energy sector is riddled with intense competition, regulatory scrutiny and evolving customer preferences. This move signifies a paradigm shift towards rising significance of exceptional support & reducing operational costs at the same time. Customer support needs to go from generalized to hyper personalized, at scale” added Sheshgiri.
Kapture CX offers deep integration with EDI and Billing providers to access multiple relevant data points and empowers the agent to make informed decisions. The platform capitalizes on data that automates mundane processes which in turn reduces AHT and significantly improves first-call resolutions.
Kapture CX aims to catalyze its market presence in the US, projecting a 10x growth in its operations, driven by the commitment to revolutionizing AI-driven customer experience for over 100 million end-users. Kapture CX raised $8 million in the previous year for its international expansion, mostly focused on the US energy retail market.
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
