Waterford company Klearcom plans to scale up globally with new customer service technology
The company said that Verify is currently being used in 100 countries for industries like telecom, retail, healthcare, banking and finance.
It uses an interactive voice response (IVR) system, an automated tool that answers incoming calls and offers next steps for customers through a set menu
Satish Barot, co-founder at Klearcom, said the company plans to add more countries and products to its portfolios.
'We think our customers will go up by 75pc because we are reaching new markets – so will our revenue. Most of our clients are based in the US and Europe and we want to expand to Asia moving forward,' he said.
Klearcom has 25 full-time employees and it plans to expand its sales and marketing teams.
'My co-founders Liam Dunne and Mark Rohan are from Waterford. We thought Waterford had the resources and talent that we needed – there are graduates here who have helped us build up this business,' said Mr Barot.
He said the new version of Verify plans to makes the customer-calling process simpler.
'When people call customer service, they want the fastest possible response and resolution. When businesses are testing and rolling out these systems, they also want that,' he said.
'With Verify+, we've tried to deliver on both fronts by making the testing process simpler.'
He explained that the new model simulates real-world behaviour.
'As well as simulating real-world behaviours, which means uninterrupted interactions and non-linear conversations, it's trying to interpret what the customer's demands will be,' said Mr Barot.
The team has made the new platform available in 100 languages and dialects to work with call centres around the world.
Klearcom said companies can work with it to score the quality of its audio in real time and use transcripts of the conversations to analyse and improve it.
'It saves significant time and costs. Providers can use it to scale up their operations – so we're hoping it supports our bases in different countries.'
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