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TTEC AGILITY

Meet the CX Crusaders: The superheroes battling the dark forces of bad CX

TTEC AGILITY

Meet the CX Crusaders: The superheroes battling the dark forces of bad CX

We're the partner that can make your customers happy and keep them coming back

Are you a small to mid-size enterprise or a first-time outsourcer in need of a BPO partner who will always have your back? Enter the CX Crusaders of TTEC Agility.

These behind-the-scenes superheroes are here to optimize every aspect of your business. With super-powered AI solutions that will leave even the Caped Crusader in awe, our offerings are flexible, seamlessly integrated, and effortlessly scalable.

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Flexible to deploy

Armed with a toolbelt of top-tier resources, cutting-edge technology, and bottom-line-boosting strategies, we are ready to take on your CX challenges.

Plus, our speed-to-ramp is lightning fast.

Acrobats hanging from swings

Seamless to integrate

When you team up with Agility, we’ll solution, train, deploy, and deliver in a way that ensures that every piece of your CX infrastructure works in unison to meet your goals.

Children driving go-karts

Nimble to operate and effortless to scale

With our agile labor and AI solutions, we’re faster than a speeding bullet when it comes to ramping up, all while seamlessly supporting your unique business needs or seasonal spikes. In a nutshell, our solutions are custom-built to fit you and to scale effortlessly as your business grows.

TTEC Agility's complete suite of CX tools

What you need, when you need it. Nothing more. Nothing less.

Conversational AI

This isn't your average chatbot. Our conversational human-like technology allows you to communicate, answer questions, or perform tasks that make your life easier through voice or chat while:

  • Reducing associate call volume, average handle time, missed calls, cost-per-call and hold times.
  • Increasing CSAT, NPS, loyalty, subscribers, productivity, and ROI.

PROVEN STATS

95% CSAT
89% Customer satisfaction
4x Messaging sessions handled concurrently

Conversation Analytics

Data isn't sexy. But it will increase your incremental revenue by as much as 150%. It will also boost your customer lifetime value and help turn your customer service calls into sales opportunities.

PROVEN STATS

72% Improvement in FCR
34% Drop in cost per acquisition
15% Increase in resolution rate

Knowledge Assist

40% of customers stopped doing business with a company after one poor customer service experience. However, customers are likely to spend 140% more after a positive experience. So, it's imperative that your employees have answers to customer questions on-demand. With our program, your employees can collaborate better, connect faster, and find relevant information, anytime, anywhere.

PROVEN STATS

60% Drop in abandon rate
20% Higher eNPS
40% above target for conversion rate

CRM Optimization

Customers expect that you know why they call before they even speak a word. Your CRM should alleviate the pain points of multiple screens, disparate applications, and disconnected experiences.

PROVEN STATS

87% Quality score
20% Decrease in AHT
70% Decrease in program costs

Curriculum Design

AI and gamification platforms enable tailor-made training experiences. We know how to engage and enable your employees to not only achieve, but exceed their performance goals. By using a flexible, modular training experience, we specifically target learning opportunities at an individual level, while reducing training length without sacrificing quality or retention.

PROVEN STATS

20% Higher eNPS
58% Attrition rate
6% Higher first call resolution score

AI-enhanced Coaching Bot

This isn't your average chatbot. Train your employees faster, reduce your costs, and drive your business with automated learning. Our award-winning training bot simulates real-world scenarios so employees can learn by role playing and set their own pace. Employees receive real-time feedback and coaching for areas of improvement.

PROVEN STATS

75% Increase in speed-to-proficiency
57% Decrease in onboarding time
15% Improvement in customer satisfaction

Global Talent Sourcing

We don't hire just anybody. We align candidates to the best fit by identifying behavior characteristics that are most likely to be successful in their role. All candidates go through a custom situational judgment test, personality assessment, language assessment, logical reasoning assessment, a chat simulator, and a computer skills assessment.

PROVEN STATS

40% Productivity improvement
7%-20% Increase in eNPS
37.5% Reduction in average handle time

FlexEx Scheduling

The skilled labor shortage and wage war means that retention is at an all-time low. You have to give your employees what they want. Organizations that adapt to flexible working arrangements improve retention by as much as 50%. FlexEX reduces your overall cost to serve by increasing retention rates and lowering overheads associated with brick-and-mortar locations.

PROVEN STATS

98% CSAT
4% Absenteeism
96% Reliability

Proactive Solutions

With your customer care associates on the front lines every day, they are the foremost authority to understand and uncover ways to improve your CX. Our proactive solutions framework empowers our front-line employees to make recommendations on how to solve customer pain points and improve experiences using their deep domain expertise and insights.

PROVEN STATS

36% Increase in productivity
95% Quality score
$4.3M (Estimated) cost savings over 5 years

The solutions you want, when you want

Ditch the trial and error and dive into a strategy tailored to propel you straight to success. With our tried-and-true solutions, watch as your customer experience, employee satisfaction, and profits become legendary!

* Use the toggles above for more information on our solutions

TTEC Agility's complete
suite of CX tools

What you need, when you need it. Nothing more. Nothing less.

Conversational AI

This isn't your average chatbot. Our conversational human-like technology allows you to communicate, answer questions, or perform tasks that make your life easier through voice or chat while:

  • Reducing associate call volume, average handle time, missed calls, cost-per-call, and hold times.
  • Increasing CSAT, NPS, loyalty, subscribers, productivity, and ROI.

PROVEN STATS

95% CSAT
89% Customer satisfaction
4x Messaging sessions handled concurrently

Conversation Analytics

Data isn't sexy. But it will increase your incremental revenue by as much as 150%. It will also boost your customer lifetime value and help turn your customer service calls into sales opportunities.

PROVEN STATS

72% Improvement in FCR
34% Drop in cost per acquisition
15% Increase in resolution rate

Knowledge Assist

40% of customers stopped doing business with a company after one poor customer service experience. However, customers are likely to spend 140% more after a positive experience. So, it's imperative that your employees have answers to customer questions on-demand. With our program, your employees can collaborate better, connect faster, and find relevant information, anytime, anywhere.

PROVEN STATS

60% Drop in abandon rate
20% Higher eNPS
40% above target for conversion rate

CRM Optimization

Customers expect that you know why they call before they even speak a word. Your CRM should alleviate the pain points of multiple screens, disparate applications, and disconnected experiences.

PROVEN STATS

87% Quality score
20% Decrease in AHT
70% Decrease in program costs

Curriculum Design

AI and gamification platforms enable tailor-made training experiences. We know how to engage and enable your employees to not only achieve, but exceed their performance goals. By using a flexible, modular training experience, we specifically target learning opportunities at an individual level, while reducing training length without sacrificing quality or retention.

PROVEN STATS

20% Higher eNPS
58% Attrition rate
6% Higher first call resolution score

AI-enhanced Coaching Bot

This isn't your average chatbot. Train your employees faster, reduce your costs, and drive your business with automated learning. Our award-winning training bot simulates real-world scenarios so employees can learn by role playing and set their own pace. Employees receive real-time feedback and coaching for areas of improvement.

PROVEN STATS

75% Increase in speed-to-proficiency
57% Decrease in onboarding time
15% Improvement in customer satisfaction

Global Talent Sourcing

We don't hire just anybody. We align candidates to the best fit by identifying behavior characteristics that are most likely to be successful in their role. All candidates go through a custom situational judgment test, personality assessment, language assessment, logical reasoning assessment, a chat simulator, and a computer skills assessment.

PROVEN STATS

40% Productivity improvement
7%-20% Increase in eNPS
37.5% Reduction in average handle time

FlexEx Scheduling

The skilled labor shortage and wage war means that retention is at an all-time low. You have to give your employees what they want. Organizations that adapt to flexible working arrangements improve retention by as much as 50%. FlexEX reduces your overall cost to serve by increasing retention rates and lowering overheads associated with brick-and-mortar locations.

PROVEN STATS

98% CSAT
4% Absenteeism
96% Reliability

Proactive Solutions

With your customer care associates on the front lines every day, they are the foremost authority to understand and uncover ways to improve your CX. Our proactive solutions framework empowers our front-line employees to make recommendations on how to solve customer pain points and improve experiences using their deep domain expertise and insights.

PROVEN STATS

36% Increase in Productivity
95% Quality Score
$4.3M (Estimated) cost savings over 5 years

A spoonful of our CX helps the costs go down

Better experiences for your customers and employees, streamlined operations, greater efficiency, and lower costs? It's all possible with our proven solutions.

Build and train your superhero team

Unlock the secret to snagging top-tier global talent and optimize onboarding at warp speed with coaching, role-playing, and some seriously cool AI tools.

Configure your superhero team

Pick your solutions and let us do the heavy lifting, so you can sit back and enjoy the show as your success story unfolds. We have the foundation and operational expertise to drive ROI and output.

Innovate your engagement channels

Ride the trend wave, adapting to ever-changing communication preferences, all while delighting your customers. Who wants to tread water in yesterday’s pond when you can surf tomorrow’s wave?

Converse intelligently

Harness our genie in the AI bottle to make customer interactions seamless. Conversational AI, conversation analytics, and Knowledge Assist are just a few tools that resolve inquiries better and faster.

Optimize your systems of record

We are the efficiency architects, tirelessly fine-tuning our processes to precision. Because why settle for just a “good” CX experience?

Innovate with Proactive Solutions

We review processes and provide solutions before problems emerge. We don't wait for issues to come to us; we hunt them down! By staying ahead of the game, we nip issues in the bud before they even occur.

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Your customers expect a lot.
We deliver more.

We know how to take CX to the next level, but you don’t have to take our word for it. Our clients have seen:

  • 60% cost savings
  • 48% CSAT increase
  • 50% reduction in training and certification time
  • 39% reduction in average talk time
Woman opening a present

91%

Customer satisfaction score

With the right mix of onshore and offshore support

See how we did it

110%

Increase in sales conversions

With sales data analysis and associate coaching

See how we did it

100%

Adherence

With a flexible scheduling approach

See how we did it

You have questions? We've got answers!

Here are some FAQs

A: If you are a small to mid-size enterprise company, first-time outsourcer, or growing company looking for help, we can help streamline and optimize every aspect of your business to ensure that you are getting the best people, the best technology, and the best ROI for every dollar you invest into your company. We aren’t here for the short term; we are here for long-term results.

A: Our solutions are designed to scale with you. We are here for the long term, to help you grow and build the business powerhouse you have always imagined. We’ve empowered countless organizations to rapidly scale their resources. When we do our job, you will grow.

A: There are huge benefits to working with a partner – when it comes to timing, expertise, resource, technology and cost perspectives. When implementing new technology, you need time to troubleshoot, train, and understand. That takes time, money, and staff.

You also must figure out how to get all of your technology to work together. When you work with Agility we will, implement, we will run, we will train, and we will make sure that all of your technology offerings work together to meet your goals. We also can offer you labor support only when you need it, so you aren’t paying for labor you don’t need.

A: That’s what we are here for. You won’t pay for wasted resources. We are ready to ramp and can easily account for seasonal ebbs and flows.

A: Our solutions are compatible with the languages that meet your customers’ needs, supported by our global presence across 6 continents, communicating fluently in over 50 languages.

A: There are cost savings attached with offshoring, nearshoring, or even onshoring. In addition, we are not a markup reseller. There’s no premium, but there is more value. We make it easy to procure all the services you need through one point of contact, and can uncover efficiencies that cut costs in the long run.

The GOAT of all partnerships

We picked the best tech partners, so you don't have to

Our all-star roster of human and digital agents provide your business with #AgilityCX, so you can stay ahead of what's coming next.

Zendesk
LevelAI
Linc
Flip
 
4 reasons why you should use the right CX partner for
March 14, 2024 Strategy Guide

4 reasons why you should use the right CX partner

Discover how to optimize your contact center operations with innovative collaboration. Today’s contact center workforce must have complex problem-solving skills, excel in people management, coordinate well with others, and possess high emotional intelligence.

Read the strategy guide

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  • Two women looking at post-it notes on a board
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  • Woman working at a desk with two monitors
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    Where should startups focus their AI investments? Start here

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You know how to run your business. We can help you grow it. With more than 40 years of CX experience and a proven roadmap for success, we’re the partner you need by your side as you grow.
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