TTEC has been honored as an innovator in customer experience (CX), earning five Stevie® Awards for our AI-driven work in sales, customer service, and analytics.
The awards were given out during the 19th annual Stevie Awards for Sales and Customer Experience April 10 in New York City.
“TTEC’s recognition across multiple categories highlights our unwavering commitment to pushing the boundaries of CX innovation,” said John Abou, President of TTEC Engage. “Our AI-driven solutions are designed to empower our people and help our clients build deeper, more meaningful customer relationships — and these awards are a powerful validation of that mission.”
AI-powered insights take coaching to the next level
Our real-time coaching solution, TTEC Perform, earned the Gold Award for Customer Service Training or Coaching Program of the Year.
With so many priorities and administrative tasks to manage day to day, it can be challenging for team leaders to perform the individualized type of associate coaching that will draw the best results from their team. TTEC Perform helps by giving leaders real-time visibility into how associates are performing, and serving up AI-powered insights that identify needs and inform coaching strategies.
It also equips associates with immediate, personalized guidance during live interactions. TTEC Perform helped an insurance company grow sales conversions by 10%, reduce average handle time (AHT) by 6%, and drive 23% time savings for team leads.
AI uncovers sales opportunities in service interactions
We won a Gold Award for Innovation in Sales for our AI-powered Service to Sales solution.
Our innovative approach leverages AI to uncover hidden revenue-generating opportunities during traditional service conversations. Most (65%) of contact center intents have a potential sales opportunity attached, and we use AI to identify sales cues and recommend personalized offers at the right time – letting associates transition seamlessly from support to sales.
The results? Brands can drive revenue while maintaining exceptional CX. When associates at a major telecommunications company were struggling to uncover and convert sales opportunities during customer service calls, we helped grow revenue by 27% per associate in just 15 days.
Streamlined training drives error rate close to zero
We earned the Silver Award for Customer Service Success for our work reducing error rates at a medical device company.
In healthcare, seconds can matter. When calls came into the company’s contact center, they were urgent – sometimes, technicians were performing diagnostic testing on patients when medical equipment suddenly malfunctioned. Callers needed immediate troubleshooting help, which meant associates needed quick access to the right information. They had to perform well in a high-pressure environment.
We used a rigorous screening process to recruit associates who could think well on their feet. We also created a new curriculum that streamlined new-hire training and ensured associates could handle any type of call. Our work resulted in an error rate of 0.03%, a 93% quality score, and improved AHT.
AI-driven, expert-led approach redefines quality
TTEC Insights, our advanced quality assurance (QA) solution, earned the Bronze Award for Achievement in the Use of Data & Analytics in Customer Service.
Unlike traditional QA methods that analyze less than 3% of interactions, TTEC Insights gives a complete picture of customer sentiment in the contact center. It combines AI insights from Level AI with TTEC’s expert associates to evaluate 100% of interactions across all channels – identifying trends, coaching opportunities, and actionable insights faster than traditional methods.
This combination of AI-powered insights and quality experts helped a high-end retailer uncover $489,000 in potential annual savings and reduce by 60% time spent finding coaching opportunities.
Real-time translation revolutionizes voice interactions
We earned the Bronze Award for Best Use of Technology in Customer Service for our AI-powered, real-time voice translation tool. The solution, called Addi, breaks language barriers by enabling nearly instant translation during voice interactions, so customers and associates can communicate seamlessly no matter where in the world they’re located.
It supports more than 30 languages and provides natural-sounding AI voices. With it, brands can access flexible support options for genders, languages, and regional accents. And with Addi, brands can focus on hiring associates with the skillsets and traits that will drive success, rather than having to hire mainly based on language.
We project Addi can reduce spending on human interpreters by more than 80% and reduce spending on challenging language support by $5,000 to $30,000 per full-time equivalent (FTE) per year.
Elevate your CX with a proven innovator
Interested in learning how these tools can help improve customer satisfaction, boost efficiency, generate revenue, and save money in your contact center? Let’s talk.
