Websites using Touchcommerce

Okay, let s break down TouchCommerce, covering its overview, revenue (as best as publicly available), alternatives, pricing, and customer care.

What is TouchCommerce? (Now part of Nuance/Microsoft)

• Overview: TouchCommerce, originally an independent company, was acquired by Nuance Communications in 2016, which in turn was acquired by Microsoft in 2022. Its core offering was a suite of customer engagement solutions designed to improve online sales and support by providing real-time, personalized assistance to website visitors. The primary focus was on guided selling, proactive chat, and personalized experiences, aiming to reduce cart abandonment, increase conversion rates, and improve customer satisfaction.

• Key Features (prior to being absorbed into Nuance/Microsoft):

  • Proactive Chat: Triggering chat based on visitor behavior (e.g., time on page, specific page visits, cart abandonment triggers).
  • Personalization: Tailoring content and offers based on visitor data (demographics, browsing history, etc.).
  • Guided Selling: Providing interactive assistance to help customers find the right products or services.
  • Co-browsing: Allowing agents to see a customer s screen and guide them through a process.
  • Analytics and Reporting: Tracking key metrics to measure the effectiveness of engagement efforts.

Revenue (Historically and Now)

• Historical: As a standalone company, TouchCommerce s revenue figures weren t always publicly available. However, it was a significant player in the digital customer engagement space, serving large enterprises.
• Current (as part of Nuance/Microsoft): Since the acquisition, TouchCommerce s revenue is no longer reported separately. It is folded into the overall performance of Nuance s customer engagement solutions and, ultimately, Microsoft s financial results. It s impossible to isolate the specific contribution of the former TouchCommerce technology.

Alternatives

Given that TouchCommerce s functionality is now integrated into Nuance/Microsoft solutions, the direct alternatives are a bit nuanced. Here s a breakdown of solutions offering similar capabilities:

• Nuance Customer Engagement Platform: This is the most direct alternative because it includes the technology that was TouchCommerce. It s a broad platform encompassing virtual assistants, conversational AI, and omnichannel customer service tools.
• Microsoft Dynamics 365 Customer Service: Dynamics 365 offers robust customer service capabilities, including live chat, virtual agents, and case management. The Nuance acquisition enhances its AI-powered features.

• Other Customer Engagement Platforms:

  • Salesforce Service Cloud: A comprehensive CRM platform with live chat, AI-powered bots, and extensive customer service features.
  • Zendesk: A popular customer service platform known for its ease of use and broad range of features, including live chat, ticketing, and knowledge base.
  • Intercom: Focuses on conversational customer engagement, including live chat, targeted messaging, and self-service support.
  • LivePerson: Specializes in conversational AI and live chat solutions for sales and customer service.
  • Genesys Cloud CX: An all-in-one cloud contact center platform with omnichannel support, AI-powered automation, and workforce engagement management.
  • Qualtrics CustomerXM: Focuses on experience management, including gathering customer feedback and using it to improve service.

• Considerations When Choosing an Alternative:

  • Specific Needs: What are your key requirements? (e.g., proactive chat, personalization, guided selling, AI-powered automation).
  • Integration: How well does the solution integrate with your existing CRM, e-commerce platform, and other systems?
  • Scalability: Can the solution scale to meet your growing needs?
  • Budget: What is your budget for a customer engagement solution?
  • Ease of Use: How easy is the solution to implement and use for both agents and customers?

Pricing

• Historical (TouchCommerce): TouchCommerce used to offer customized pricing models based on the features used, the number of agents, and the volume of interactions.
• Current (Nuance/Microsoft): Pricing is now integrated into Nuance s or Microsoft s overall pricing structures. You ll need to contact Nuance or Microsoft sales to get specific pricing for their customer engagement solutions, which incorporate the former TouchCommerce functionalities. Microsoft Dynamics 365 Customer Service pricing varies depending on the plan and the number of users. Nuance likely offers tailored enterprise pricing.

Customer Care

• Historical (TouchCommerce): TouchCommerce provided customer support through various channels, including phone, email, and online documentation.
• Current (Nuance/Microsoft): Customer care is now handled through Nuance s and Microsoft s support channels. This typically includes:
  • Online Documentation: Extensive knowledge bases, FAQs, and tutorials.
  • Community Forums: Opportunities to connect with other users and get answers to questions.
  • Support Tickets: Submitting support requests online.
  • Phone Support: For critical issues.
  • Dedicated Account Management: For enterprise customers. (Often providing a more personalized level of support)

Key Takeaways

• TouchCommerce was a valuable customer engagement technology, now part of the broader Nuance/Microsoft ecosystem.
• It focused on proactive, personalized customer experiences to drive sales and improve customer satisfaction.
• Alternatives include Nuance s own platform, Microsoft Dynamics 365, and other leading customer engagement solutions like Salesforce, Zendesk, and LivePerson.
• Pricing is now integrated into Nuance s and Microsoft s pricing models, requiring a direct inquiry for specific quotes.
• Customer care is provided through Nuance s and Microsoft s support channels.

To get the most up-to-date and accurate information about pricing and support, I recommend contacting Nuance or Microsoft directly.