Powering Exceptional Customer Experiences: Camunda and GetVocal Join Forces

Today marks an exciting new chapter for Camunda customers, as we are thrilled to announce our technology alliance with GetVocal.ai, a true innovator in the realm of omni-channel conversational AI. This collaboration unlocks a new level of efficiency, agility, and responsiveness for customer-facing operations.

At Camunda, we’ve always believed that behind every great customer experience is a seamlessly orchestrated process. Our strength lies in empowering businesses to design, automate, and optimize complex processes, ensuring that every step of a customer’s journey is smooth, consistent, and effective. From order fulfillment to loan applications to fraud detection, we bring clarity and control to the most intricate business processes.

Now, imagine coupling that power with GetVocal’s conversational AI capabilities. GetVocal specializes in transforming how businesses interact with their customers, particularly within the demanding environments of customer support, customer service, and contact centers. They’ve built conversational agents that are built on the same foundation as Camunda: every step of the conversation or process is tracked and explainable, ensuring compliance, consistency, and a best-in-class customer experience.

So, what does this alliance mean for you?

For businesses striving to deliver unparalleled customer experiences, the combined force of Camunda and GetVocal is a game-changer. Let’s break down the impact:

Supercharging customer support: From reactive to proactive

Think about the typical customer support journey. Often, it’s reactive—a customer encounters a problem, reaches out, and then a series of steps are initiated to resolve it. With Camunda and GetVocal, we can revolutionize this.

• Intelligent Resolution: GetVocal can detect a customer’s issue early and with accuracy, taking actions that also kick off wider Camunda-driven processes. If a customer calls a retailer to re-direct a parcel, GetVocal can discuss the request with the customer, change the shipping address, and instantly trigger Camunda’s orchestration process. This process coordinates an API call to the Warehouse Management System (WMS) to halt the original delivery route, initiate a state change in the core Order Management System (OMS) to log the new address, generate a new shipping label request to the carrier’s service, and ensure the updated tracking information is immediately pushed back to the customer’s preferred communication channel.
• Proactive Engagement: Imagine a scenario where Camunda’s performance management process at a major energy supplier identifies a problem (e.g., an electricity outage impacting customers). Camunda can not only begin orchestrating the process to get it fixed, but can also initiate a proactive communication campaign leveraging GetVocal’s technology, informing affected customers via their preferred channel (WhatsApp, email, voice, etc.), answering their questions, and automatically logging the interaction as a service ticket in the CRM to prevent duplicate calls while providing periodic real-time updates on the estimated time of restoration.
• Reduced Operational Costs: By automating more processes, streamlining agent workflows, and improving first-call resolution rates, our partnership directly contributes to significant reductions in operational costs for our customers.

Elevating customer service: Seamless journeys, every time

Customer service isn’t just about fixing problems though; it’s also equally about nurturing relationships and providing a seamless experience. Our partnership ensures that every customer touchpoint is optimized:

• Personalized Service Journeys: GetVocal’s ability to understand customer context and preferences, combined with Camunda’s process orchestration, means truly personalized service. Whether a customer is returning an item, inquiring about an upgrade, or seeking advice, the customer interaction layer and underlying orchestration layer can both adapt to their specific needs—ensuring a smooth and relevant experience.
• Cross-Channel Consistency: Customers interact across multiple channels—phone, chat, email, social media. With Camunda orchestrating the underlying end-to-end business processes and GetVocal managing the interaction layer and relevant tasks, we ensure consistent service quality and context, regardless of the communication channel. No more asking customers to repeat information.
• Empowered Human Agents: Human agents are often bogged down by manual tasks and fragmented systems. Our joint solution provides them with a holistic view of the customer journey and the tools to seamlessly execute complex processes, empowering human agents to direct their time and focus to the most high-value interactions.

This alliance with GetVocal isn’t just about integrating two technologies; it’s about forging a path towards a future where customer interactions are not just transactions, but truly exceptional experiences. This partnership sets the stage for the next generation of customer interaction—where conversational AI agents become active participants in orchestrated, end-to-end service processes. Through agentic orchestration, Camunda ensures that every AI-driven interaction remains explainable, compliant, and aligned with enterprise goals, while GetVocal’s conversational intelligence delivers real-time, personalized engagement.

We are incredibly excited about the possibilities this partnership unlocks for our customers, empowering them to build stronger relationships, drive greater efficiency, and achieve unparalleled success in the competitive landscape of customer engagement. Together, we’re demonstrating how AI agents, humans, and systems can operate in harmony through transparent, event-driven orchestration.

Stay tuned for more updates and a joint webinar we’ll be hosting as we bring these powerful capabilities to life. We’re just getting started!