Dixa: Combining Contextual Knowledge Platform and Conversational AI to Empower Customer Service Agents

Dixa: Combining Contextual Knowledge Platform and Conversational AI to Empower Customer Service Agents

This IDC Market Note presents IDC's opinions on Dixa, a European provider of customer service applications. This is a rapidly expanding market category, with vendor revenues in Europe growing 17% year on year in 2021, according to IDC's Semiannual Software Tracker. Dixa itself has exhibited substantial growth and has made a number of recent acquisitions to bolster its customer value proposition."Dixa has created a central proposition of engaged agents servicing happy customers, supported by capabilities such as conversational AI and contextual knowledge mining. This strategy puts it in good stead in such a rapidly expanding category," said Van Valdez, associate research director, European Customer Experience, IDC Europe.

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