Sony Electronics’ contact center provides sales and support for a wide range of consumer and professional technology products, and callers are frequently looking for assistance on topics handled by another arm of Sony Group Corporation. As part of a larger effort to take better control of data and customer experience outcomes, Sony Electronics reimagined the top of the customer contact funnel across voice, chat, and SMS with a virtual agent provided by Enlighten Autopilot. In live contacts, NICE also provides the infrastructure for a true omnichannel experience.
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