What you need, when you need it.
TTEC Agility is a customer experience services BPO and technology partner for small and medium enterprise companies. We combine decades of front-line operational knowledge with state-of-the-art technology to deliver quality customer experiences that evolve and scale as quickly as our clients' businesses do. Every day, we message, text, talk and video chat with customers on behalf of some of the most innovative and fast-growing companies on the planet. Our laser focus on micro-interactions allows us to fine-tune interactions at scale, so every experience your customer has with your brand feels as special as they are.
Our recipe for "CXuccess"
customers
happy
Customers expect a lot.
We deliver more.
Modular + Lightweight + Human = #AgilityCX
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 agent call volume, average handle time, missed calls, cost-per-call and hold times.
- Increasing CSAT, NPS, loyalty, subscribers, productivity, and ROI.
PROVEN STATS
satisfaction
handled concurrently
Conversational 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
in FCR
per acquisition
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
abandon rate
eNPS
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
score
in AHT
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
eNPS
rate
resolution score
AI-powered 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
speed-to-proficiency
onboarding time
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 judgement test, personality assessment, language assessment, logical reasoning assessment, a chat simulator, and a computer skills assessment.
PROVEN STATS
improvement
in eNPS
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
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
* 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 agent call volume, average handle time, missed calls, cost-per-call and hold times.
- Increasing CSAT, NPS, loyalty, subscribers, productivity, and ROI.
PROVEN STATS
satisfaction
handled concurrently
Conversational 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
in FCR
per acquisition
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
abandon rate
eNPS
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
score
in AHT
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
eNPS
rate
resolution score
AI-powered 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
speed-to-proficiency
onboarding time
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 judgement test, personality assessment, language assessment, logical reasoning assessment, a chat simulator, and a computer skills assessment.
PROVEN STATS
improvement
in eNPS
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
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
Productivity
Score
The G.O.A.T 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.
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.
4 reasons why you should use the right CX partner
More insights from TTEC
-
3 deal breakers when working with a CX outsourcer (and 5 must-haves)
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Workforce management optimisation model cuts costs an estimated €8.8M annually
Proactive Solutions approach and a culture of accountability save 40%, improve service levels 75%
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Making the Last Mile Count
Proactive and insight-driven customer support delivers an exceptional service experience for a hyper-growth brand.
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Sophisticated Analytics Delivers the Goods
Customer analytics helps gather actionable insight and drive impressive sales growth.
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Eliminating Major Pain Points in No Time
A DTC company quickly tackled a rapidly growing backlog with the help of an experienced partner.
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Proactive partnership boosts CSAT at fast-growing startup
TTEC Agility met brand’s early needs — and we keep growing together
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4 challenges facings startups in 2024 (and how investing in CX can help)
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Startups: Improve CX with cutting-edge voice automation
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Where should startups focus their AI investments? Start here
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