skip to main content
Close Icon We use cookies to improve your website experience.  To learn about our use of cookies and how you can manage your cookie settings, please see our Cookie Policy.  By continuing to use the website, you consent to our use of cookies.
Global Search Configuration

Introduction

Directly offers a crowd-powered artificial intelligence (AI) enterprise platform that is helping companies offload labor costs associated with staffing contact centers and give informed responses to questions from users in industries with complex products. This On the Radar explores how the platform combines messaging, machine learning, and gig work to help reduce support volume and deliver real-time responses to individual customers.

Highlights

  • Directly uses machine learning to not only identify the types of support questions coming in but also to locate the most appropriate domain expert to route the question to.

Features and Benefits

  • Evaluates Directly's AI-crowd-sourcing platform and provides five potential benefits customers will gain from deploying it.
  • Analyzes the cost benefits and productivity gains customers will see from deploying the Directly platform.

Key questions answered

  • How can Directly help reduce contact center costs?
  • How can Directly help leverage the gig economy while improving customer satisfaction?

Table of contents

Summary

  • Catalyst
  • Key messages
  • Ovum view

Recommendations for enterprises

  • Why put Directly on your radar?

Highlights

  • Background
  • Current position

Data sheet

  • Key facts

Appendix

  • On the Radar
  • Author

Recommended Articles

  • Service Provider Markets, Consumer & Entertainment Services,...

    MWC 2018 Highlights

    By Ronan De Renesse 27 Feb 2018

    Over 20 of our senior Ovum analysts and consultants attended this year’s Mobile World Congress in Barcelona at the end of February. In between meetings, briefings and presentations, our analyst team were blogging and tweeting about key developments, trends and rumors. Have a look through our daily MWC 2018 Highlights to find out what happened.

    Topics 5G AI IoT Cloud Payments SDN/NFV Smart home

  • Internet of Things

    IoT Viewpoints 2018

    IoT Viewpoints explore the IoT opportunity in 2018 and beyond. Download our latest e-book to get our newest collection of thought leadership articles on the emerging IoT trends, technologies and opportunities.

    Topics IoT

  • Consumer & Entertainment Services

    US pay TV: Is it facing an existential threat?

    By Adam Thomas 28 Mar 2018

    With US pay TV having endured the worst year in its history, thoughts have inevitably turned to the future. The likelihood remains that the immediate future will remain highly uncomfortable for everyone except the scaled multinational digital platforms.

;

Have any questions? Speak to a Specialist

Europe, Middle East & Africa team - +44 (0) 207 017 7700


Asia-Pacific team - +61 (0)3 960 16700

US team - +1 646 957 8878

Email us at ClientServices@ovum.com

You can also contact your named/allocated Client Services Executive using their direct dial.
PR enquiries - Call us at +44 788 597 5160 or email us at pr@ovum.com

Contact marketing - 
marketingdepartment@ovum.com

Already an Ovum client? Login to the Knowledge Center now