Cloud services provider dinCloud
has announced the launch of a ‘virtual robot’ that runs in the cloud and helps organizations deliver a better customer experience. dinCloud, which has headquarters in Gardena, California, United States, was established in 2011. Amongst other services the company specializes in cloud services and offers application virtualization, hosted virtual desktops, cloud storage and cloud migration. Known as “James”, the robot measures and monitors systems and processes and provides reports on performance.
‘James’ plays a key part in improving customer experience and quality assurance in SAP, Salesforce, Sage, and Microsoft Dynamics. Provided ‘as-a-service’, it does not require users to engage in any coding to initiate it. It also monitors the performance and availability of an organization’s important services.
James performs better than traditional systems as rather than simply monitoring systems, it “sees through the eyes of the user”. Customers can use a central dashboard to review real-time performance and receive email or text-based alerts based on a predefined criteria. James can be activated quickly and setup, configuration and maintenance are managed by dinCloud.
“Often, organizations receive calls from customers or employees noting that some process is broken,” explained dinCloud’s General Manager and CMO, Ali Din. “While IT generally has monitoring tools in place, there is still a gap in knowing, and actually seeing, what the user experience is like. Even if the software is not ‘down’, it could still impact user productivity. James can proactively and precisely point out these issues. This way, the help desk isn’t reliant on users calling to report the issue, if they even do call.” Do you know of any other companies that are engaging ‘robots’ to improve the customer experience? Let us know the details. Add your comments below.