The Award-Winning Platform Reduces Phone Channel Use, Case Abandonment, and Improves Knowledge of Customer Behavior
SAINT LOUIS (Oct. 21, 2019) – Perficient, Inc. (Nasdaq: PRFT) (“Perficient”), the leading digital transformation consulting firm serving Global 2000® and other large enterprise customers throughout North America, today announced that it has successfully created an integrated enterprise support experience for Symantec Corporation, the world’s leading cyber security company serving a global community of more than 50 million customers. The unified, user-centric, and award-winning solution enhances the Symantec online support experience and features Sami, a virtual agent powered by artificial intelligence (AI) technology.
Perficient’s agency, Perficient Digital, first created an intuitive experience for the Support.Symantec.com platform, the main entry point for online support, by prioritizing user-centric content and features while limiting the potential for customer disruption. Built using Adobe Experience Manager (AEM), the platform features scalable customization components to help Symantec maintain consistency as the site and customer demand evolve.
Perficient also developed an AI-powered virtual agent called Sami to enhance the self-service capabilities of the platform. Sami incorporates enterprise-grade machine learning, knowledge search functionality, and natural language processing to interact with customers and identify potential solutions based on the information provided. Built on Microsoft Azure, Sami quickly guides customers to the optimal solution without needing to call a support center, log in, or answer a long list of questions.
“When it comes to user-centered design, there is a strong push toward real ROI and value of intelligent self-service,” said Ed Hoffman, Perficient vice president of digital experience solutions. “Organizations that infuse AI into their user experience stand to meet the demands of their consumers while improving operational efficiencies. Symantec is now equipped with a cutting-edge support experience that leverages AI to efficiently solve customer problems. This new system prioritizes hundreds of interactions away from live agents and enables those employees to focus their attention on more challenging strategic needs.”
Since the introduction of the platform, Symantec has experienced a reduction in phone channel use and case abandonment, and improved its knowledge quality. With a unified user experience, improved processes, and new technologies in place, Symantec can continue to exceed its customers’ expectations.
“We had worked with Perficient in recent years to build a responsive platform using AEM to improve user experience,” said Maureen Smith, Symantec senior director of digital marketing and web. “We chose Perficient because they understand our business and the direction we wanted to take in creating a new support website that would empower our customers to help themselves.”
The Association of Support Professionals (ASP) recently announced the new Symantec Enterprise Online Support platform as a 2019 Top 10 Best Support Website award winner, recognizing its exceptional usability, design, navigation, and interactive features, among other areas. The Association of Marketing and Communications Professionals (AMCP) previously recognized the platform with a Gold dotCOMM award for excellence in web creativity and digital communication.
Perficient Digital comprises more than 350 digital and brand strategists, designers, marketers, data analysts, and developers who blend the strategic imagination of digital agency with the deep technical acumen of Perficient’s established consultancy to deliver exceptional customer experiences. An Adobe Gold Partner with five specializations, the most of any Adobe partner in the Americas region, Perficient Digital helps clients achieve the highest levels of marketing automation maturity by delivering end-to-end integrated marketing platform solutions that help clients realize their full potential.
Perficient is the leading digital transformation consulting firm serving Global 2000® and enterprise customers throughout North America. With unparalleled information technology, management consulting, and creative capabilities, Perficient and its Perficient Digital agency deliver vision, execution, and value with outstanding digital experience, business optimization, and industry solutions. Our work enables clients to improve productivity and competitiveness; grow and strengthen relationships with customers, suppliers, and partners; and reduce costs. Perficient's professionals serve clients from a network of offices across North America and offshore locations in India and China. Traded on the Nasdaq Global Select Market, Perficient is a member of the Russell 2000 index and the S&P SmallCap 600 index. Perficient is an award-winning Adobe Gold Partner, Platinum Level IBM business partner, a Microsoft National Service Provider and Gold Certified Partner, an Oracle Platinum Partner, an Advanced Pivotal Ready Partner, a Gold Salesforce Consulting Partner, and a Sitecore Platinum Partner. For more information, visit www.perficient.com.
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Some of the statements contained in this news release that are not purely historical statements discuss future expectations or state other forward-looking information related to financial results and business outlook for 2019. Those statements are subject to known and unknown risks, uncertainties, and other factors that could cause the actual results to differ materially from those contemplated by the statements. The forward-looking information is based on management’s current intent, belief, expectations, estimates, and projections regarding our company and our industry. You should be aware that those statements only reflect our predictions. Actual events or results may differ substantially. Important factors that could cause our actual results to be materially different from the forward-looking statements include (but are not limited to) those disclosed under the heading “Risk Factors” in our annual report on Form 10-K for the year ended December 31, 2018.