October 20, 2016 3:39 PM ET

Internet Software and Services

Company Overview of TouchCommerce, Inc.

Company Overview

TouchCommerce, Inc. provides pay-for-performance online conversion marketing solutions for online customers in the United States and internationally. It offers RightTouch, a platform for online conversion that integrates content and product recommendations, ratings and reviews, and chat and customer feedback solutions delivered directly to engaged consumers. The company also provides program optimization and management services, including program design, program analytics, site optimization, and account management; voice-of-the-customer programs, which provide direct access to customer feedback; TouchSocial, which delivers a personalized online engagement experience for brands and consumers ...

30501 Agoura Road

Suite 203

Agoura Hills, CA 91301

United States

Founded in 1999





Key Executives for TouchCommerce, Inc.

Chief Executive Officer, President and Director
Chief Financial Officer
Age: 50
Executive Vice President of Operations & Client Services and General Manager
Executive Vice President of Partnership Development
Senior Vice President of Marketing
Compensation as of Fiscal Year 2016.

TouchCommerce, Inc. Key Developments

TouchCommerce, Inc. Launches Touchassist to Provide Enterprises with Optimal Combination of Virtual Assistant and Live Customer Interactions in Digital Channels

TouchCommerce announced its newest product, TouchAssist, which enables brands to offer intelligent automated conversations leading consumers to self-serve on digital channels. Leveraging virtual assistant technology from Nuance Communications, TouchAssist allows brands to create human-like dialogue with a "smart" virtual assistant or chat bot. Furthermore, harnessing the power of the TouchCommerce RightTouch platform, TouchAssist offers brands and consumers the ability to have conversational, text-based interactions that blend automated and live assistance, seamlessly intertwined within a single web or mobile web interface with extensive targeting and analytics capabilities. When the virtual agent is not certain of what the answer should be, a live agent steps in to continue the conversation and provides the right answer. Agent knowledge trains the virtual assistant engine to boost agent productivity and optimize the business Key Performance Indicators (KPIs) within the funnel. The resulting experience goes beyond traditional use cases of virtual assistants and live chat, serving the right digital interaction to the right visitor at the right time, while escalating from virtual assistant to live agent as needed. Many believe that identifying the optimal intersection of virtual and human-powered customer service technologies will be an industry game-changer.

TouchCommerce Announces TouchSMS to Offer Brands Personalized Engagement with Consumers On-the-Go

TouchCommerce announced its newest product, TouchSMS, which leverages native text messaging (SMS) capabilities on the mobile phone to engage consumers for timely and personalized interactions with brands. With TouchSMS, enterprises are now able to offer customers a way to hold time- and location-sensitive conversations with the brand using two-way text messaging. TouchSMS also adds personalized engagement options for consumers who may have a slow or limited Internet connection -- for example, at a busy airport or convention center, or while traveling abroad -- where using SMS may be more practical than mobile data to resolve an issue or obtain additional information. With TouchSMS, enterprises can invite consumers from an offline/offsite medium to a conversation "on-the-go." Engagements through TouchSMS take place in a secure, private environment so that customers can send and receive sensitive information. In addition, TouchSMS enables conversations between the brand and the consumer to continue within the same intuitive channel, keeping the history of the engagement right at the consumer's fingertips. TouchSMS may be used to improve sales conversions with promotional messages to which consumers can respond, as well as inquire about a product, refill orders, etc. In customer service scenarios, TouchSMS may be used for getting assistance with checking an order status, scheduling or changing appointments, finding a store location, checking balances and due dates, and resetting passwords.

Nuance Communications, Inc. and TouchCommerce Partner to Deliver Innovative Customer Engagement Offerings by Blending Live & Ai-Powered Conversations

Nuance Communications, Inc. announced that TouchCommerce is combining Nuance Natural Language Understanding (NLU) capabilities within its real-time omni-channel engagement platform. This partnership will deliver digital self-service solutions to large Enterprise customers looking to increase customer satisfaction and agent efficiency, and to maximize the effectiveness of their investments in digital and IVR self-service capabilities. Consumers have growing expectations for intuitive and seamless omni-channel service that is both natural and anticipatory from the companies with which they do business: Over half of US online consumers will abandon their online purchase if they cannot find a quick answer to their questions, and three-quarters say that valuing their time is the most important thing a company can do to provide them with good service. Forrester also found in a recent survey that consumers are increasingly using self-service channels for customer service, across voice, Web virtual agents, live chat, and messaging. The new partnership between TouchCommerce, the market leader in the omni-channel customer engagement platform for large enterprises and Nuance, a leader in intelligent self-service, will accelerate the convergence of human-supported live chat with AI-powered virtual assistants and will create the first true omni-channel customer engagement platform.

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