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Digicel Group Chooses Wysdom To Power Their Cognitive Care Strategy

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Toronto, ON – September 25, 2017 – Wysdom (formerly CrowdCare), provider of the world’s most advanced AI-based solution for enterprise digital care, is proud to announce Digicel has chosen Wysdom to power their digital care for their communication and entertainment services. Since 2001, Digicel has provided the Caribbean, Central American, and Asian Pacific regions with the most innovative telecommunication tools and resources, empowering home and business users and providing their customers with the best value, best service and best network. Wysdom helps Digicel continue the tradition of providing their customers with the best digital care and support.

“Digicel has a proud history of democratizing communication in the regions we serve. With Wysdom we have the tools to provide our customers with options in how they receive digital care, wherever and whenever they need it,” said Hernan Ozon, Chief Digital Officer of Digicel. “Wysdom’s experience and expertise in telecommunications allows us to quickly implement Wysdom in all the channels our users choose to communicate with and receive fast effective and personalized support from Digicel.”

Wysdom allows companies to increase customer satisfaction by using AI to power their digital customer care across all channels, including Facebook Messenger, online chat, and in-app, in English, French, and Spanish. With a robust corpus boasting over 125,000 telecom-industry specific questions understood and 97.5% precision rate, clients implementing Wysdom have seen a 68% containment rate on customer inquiries.

“Digicel has a proud history of democratizing communication in the regions we serve. With Wysdom we have the tools to provide our customers with options in how they receive digital care, wherever and whenever they need it,” Hernan Ozon, Chief Digital Officer, Digicel.

“Over the past 16 years Digicel has made major investments to improve service and make sure their customers receive the cutting edge in broadband and wireless, and now they’re demonstrating clear dedication to their customers by investing in cognitive care,” said Ian Collins, co-founder and CEO of Wysdom. “Broadband and wireless are incredibly competitive industries – providing breakthrough AI based support to their customers gives Digicel the edge over their competition and continues their tradition of providing their users the best service.”

Digicel will join Wysdom at The AI Summit in San Francisco (Sept 27-28). They will unveil Wysdom’s latest developments and capabilities in AI-based digital care and provide an opportunity for attendees to hear a first-hand account of how Wysdom is helping Digicel achieve their digital care goals. Visit weare.wysdom.com/ai-summit for more information about Wysdom’s sponsorship of The AI Summit and how to reach out to them at the event.

 

About Digicel Group
Digicel Group is a total communications and entertainment provider with operations in 31 markets throughout the Caribbean, Central America and Asia Pacific. Digicel also runs a host of community-based initiatives across its markets, including Digicel Foundations in Haiti, Jamaica, Papua New Guinea and Trinidad and Tobago which focus on educational, cultural and social development programs.

Visit www.digicelgroup.com for more information.


About Wysdom
Wysdom (formerly CrowdCare) offers the world’s most mature multi-channel enterprise digital care solution to deliver fast, effective and personalized answers to customer questions. Telecommunications companies around the world rely on Wysdom to deliver exceptional automated answers to their customers while increasing satisfaction and loyalty and reducing customer care expenses. In the last month, Wysdom has added several new additions to their team catering specifically to the needs of the growing LTAM region. With millions of actual customer questions analyzed over many years, Wysdom is the most effective enterprise digital care solution in the market today.

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Data Scientist

As a Data Scientist, your day-to-day will involve writing queries, building dashboards, and preparing analytical reports about product performance for our clients and the Wysdom.AI team.  You will work with SQL, Tableau, and Python and ML Frameworks/libraries (among other tools) to create stunning visuals showing how Wysdom.AI is making their customers’ experience even better.

Implementation Engineer

As an Implementation Engineer you will be responsible for the solution integration of an enterprise grade conversational AI experience from a technical perspective. You will work closely with the lead solutions architect and be the technical face of the implementation team and lead the customer through the entire implementation cycle. You will work with one of the most diverse teams of linguists, data scientists, and innovators to deliver the best AI enabled customer experience.

Solution Architect

As a Solutions Architect within the Client Services team, you act as trusted advisor, responsible for the technical requirements and end to end solutions integration of Wysdom cognitive services within the client’s environment.  You will work with one of the most diverse teams of linguists, data scientists, and innovators to deliver the best AI enabled customer experience.

Cognitive Data Specialist

As a Cognitive Data Specialist, you will be responsible for the performance of the AI and quality of the corpus and will focus primarily on the VA training.  You will work with the client as required to ensure corpus is performing in an optimal manner.

Conversational Experience Designer

As a Conversational Experience Designer, you will be responsible for the designs of the overall customer experience, including the end-to-end dialog flows & journeys of the solution ensuring  design leverages  UxD best practices for optimal customer experience.

Conversational AI Specialist

As a Conversational AI Optimization Specialist, your responsibility will be to help drive the success of our solution for our clients. This involves building conversation flows, performing AI training, and partnering with clients to enhance their deployments.

Conversational AI Lead

As a Conversational AI Lead, you will be responsible for leading all Conversational AI program activities.  You will work with all team members to ensure deliverables are completed on time, with high quality and exceeds client expectations and goals.

Program Director

Responsible for the overall success for the client, including the end-to-end delivery and optimization of the solution, you will manage the sales process from pillar to post, including technical and commercial proposals, pipeline management, sales forecasting, and contractual documentation.

David Trotter, Wysdom

David Trotter

SVP, Sales & Marketing

David has 30 years of global sales leadership experience as a collaborative leader who believes in a strong team concept within sales and marketing organizations. David has spent many years working with growth companies and enjoys being face to face with customers and partners to create solutions that have a lasting effect on the customer’s business environment. 


Prior to joining Wysdom, David was the Vice President, Sales at Scalepad, and previously spent 11 years as Vice President for Latin America and Asia Pacific for Absolute Software. He also held senior sales management positions at GE Capital and Clevest.  

Michel Benitah

VP, Optimization & Delivery

Michel has 20 years of experience in leading the successful delivery of Conversational AI and Natural Language Customer Care solutions to some of the largest financial, telco, healthcare, utilities, and retail enterprises throughout North America. 

 

Prior to joining Wysdom, Michel spent 20 years at Nuance Communications, holding senior management and leadership positions within the enterprise division, most recently as director of the Toronto office and professional services team.

Frederic Lam

SVP, Sales

Fred brings in 25 years of international experience in sales and business development across North America, the Caribbean, Asia-Pacific, Europe, and the Middle-East.

 

Prior to Wysdom.AI, he held sales leadership positions at Oracle, Redknee, and Movius/Glenayre, successfully growing revenues in both large and small organizations. Fred has also been involved in the start-up community in the earlier stages of his career as an Investment Manager with SP Capital and was an alternate director on a few investee companies.

Karen Chan

Chief Engineering Officer, Co-Founder

With 20 years of experience in software and mobile, Karen has held senior technical roles at 5 startups, including Wysdom.AI, Clickfree, Mobile Diagnostix (HP), Teamatic, and Virtualthere.

Karthik Balakrishnan

Chief Technology Officer

Karthik has over a decade of hands-on, proven global expertise in emerging technologies and implementing intricate platforms and solutions for telecommunications and enterprise during his time at Amdocs, with senior positions in their India, Cyprus, America, and Canada offices.

Nitin Singhal

Chief Operating Officer

Nitin has over 20 years of success in global executions of business technology, driving operational efficiency and digital scalability for some of the world’s largest enterprise clients. 

 

Nitin spent 16 years at Redknee holding executive positions in Research and Development, Customer Operations, Partner Alliances, and most recently as COO.

Jeff Brunet​

President, Co-Founder

Jeff has more than 20 years of experience in the startup world, founding and growing 4 software companies: AracNet, Mobile Diagnostix (HP), ClickFree, and Wysdom.AI. 

 

His in-depth understanding of software development and the challenges in making new technologies successful in the startup world prove invaluable as he serves on the boards of XMG, SurfEasy (Opera), Locationary (Apple), Groupie, and as an advisor to Pushlife (Google), LogMeIn (IPO) and HP. 

 

Jeff holds 23 issued patents in the wireless and consumer electronics spaces and is the lead inventor on 30+ pending patents.

Ian Collins​

CEO, Co-Founder

Ian has founded and grown 6 technology companies over the past 20 years, primarily in the enterprise software space including Wyrex, Mobile Diagnostix (HP), Clickfree, and most recently Wysdom.AI. 

 

Ian invests, mentors, and sits on the boards of several startups in the Toronto area.