Best Customer Experience in Business Technology

Recognizes the company, tool, platform, or service that has gone above and beyond to help customers adopt their solution effectively with superior customer service and support, during the time of COVID-19. Methods of customer service and support include help-desk services, live chat, social media tools, and any training/learning that is included in the purchase of the solution. Note that it is helpful to provide solution access to the judges during the review period for this category as well as detailed explanations of support.

Accenture Conversational AI Platform (CAIP), Accenture - Accenture

The Technology-Agnostic Conversational AI Platform (CAIP) is an accelerator for rapidly building robust and comprehensive Virtual Agent solutions. Its modular microservices architecture integrates different artificial intelligence algorithms and offers the ability to switch them quickly and easily using the intuitive user interface to create smarter agents.

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  • Desk Officer Reporting System (DORS), LexisNexis Risk Solutions - LexisNexis Risk Solutions

    The Desk Officer Reporting System works as a community online reporting solution that allows Law Enforcement Agencies to electronically collect minor incident and accident reports from community members. The system can save valuable law enforcement time and resources by taking unlimited incident reports of various types directly from community members, often filed for documentation purposes only. The incidents can be filed by various parties, and then automatically imported into an agency´┐Żs records management system upon approval by the agency. It also provides a way for individuals to make these reports from their homes, providing for social distancing during the COVID-19 pandemic.

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    MobyMax - Best Customer Experience in Business Technology, MobyMax - MobyMax

    As quickly as schools began shutting down in March, MobyMax ramped up. On March 6, 2020, MobyMax became the first edtech provider to make its award-winning educational software available free to all schools closed by COVID-19. Moby’s comprehensive software spans Math, ELA, Science, and Social Studies for grades K-8 and meets the needs of struggling students as well as those working on grade level and beyond. Demand for Moby’s tools was so great that by November 2020, more than 5,500 schools have taken advantage of Moby’s free offer.

    But Moby didn’t only free up its products. We immediately increased our live training options—a hallmark of the Moby support system—by offering daily webinars gratis so every teacher using Moby could succeed as well online as in the classroom. Moby issued an “Emergency e-Learning Rescue” game plan for teachers facing unexpected shutdowns. We developed a model eLearning Contingency Plan to help teachers and administrators create their own. We actively used our blog, Facebook, and Twitter feeds to share online teaching success stories so that educators could learn how to cope and succeed from each other.

    Our quick response empowered thousands of teachers to move forward, in many cases, with no interruption in learning or achievement. "I am a little weepy today as we are down to the last 3 days of instruction this school year… knowing that I was able to reach a 95% daily engagement with my 4th graders these last 3 months because of your messaging app lifts my spirits,” reported one teacher.

    MobyMax is America’s most highly-acclaimed edtech company for two reasons. First, it offers the only complete K-8 curriculum for 27 subjects via integrated, automated classroom tools that save teachers precious hours with comprehensive assessments, grading and markup systems, accurate diagnostics, IEP reporting, and real-time progress monitoring. Second, Moby’s customer support system is unparalleled for the quality, responsiveness, and help it provides.

    Moby’s U.S.-based support team includes both tech experts and former educators who inherently understand customers’ needs. Live phone and chat support are available between 7:00 am and 6:00 pm EST Monday-Friday. Teachers can also email 24/7 and get a speedy reply.

    Critically, the answers teachers receive are completely personalized and well-informed. Each support team member receives 240 hours of professional training in all aspects of the Moby universe. In respond to the pandemic, Moby increased their free live training options—a hallmark of the Moby support system—as soon as the 2020 lockdown occurred, offering daily webinars so every teacher using Moby could succeed as well online as in the classroom. Moby prides itself on superior customer support with lightning speed response that delights and surprises educators. The stats speak for themselves.

    -Average call wait time: 35 seconds

    -Average ticket response time:  3 hours and 7 min

    -Average live chat response time:  35 seconds

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