WINNIPEG, MB, Aug. 1, 2024
/PRNewswire/ - IntouchCX, a global leader in contact center and
technology solutions, has announced that it has been recognized as
a Major Contender in Everest Group's Conversational AI Products
PEAK Matrix® Assessment 2024.
The Company focuses on developing AI-enabled products for the
customer and agent experience, which led to the creation of its
automation framework, IntouchAI. A collaborative partnership with
IntouchCX's sister company, Laivly, has enabled both companies to
bring innovative AI and automation solutions to the
marketplace.
"Our company was founded on merging culture and technology, and
IntouchAI is our strategic framework that addresses the growing
demand for innovative, automated solutions," said Mitul Kotecha, Co-CEO of IntouchCX. "IntouchAI
was created to identify key areas where automation strengthens our
client programs by driving productivity, engagement, and
revenue."
The IntouchAI suite of proprietary and partner technology
solutions transform the entire customer experience lifecycle,
adding Conversational AI and automation throughout the customer and
agent journey.
"Today, 100% of our agents across our 200+ client programs are
powered by AI and automation technology," said Shane Kozlowich, Co-CEO of IntouchCX. "We are
hyperfocused on building new AI solutions while creating more
automation features to our existing products to add to our growing
technology portfolio."
IntouchAI's comprehensive suite of technology solutions provides
expertise in all phases of the customer journey - pre, during and
post-interaction. SIDD Spark, an AI agent assist technology,
optimizes the entire agent experience for performance prior to,
during and post interaction. Post-call tools combine Catapult, an
automated coaching platform, and Vision, a technology that provides
insights and predictive analytics, to create real time, dynamic
reporting to spot trends, and take action on improvements.
Superpunch, an innovative employee engagement app, includes
continual well-being enhancements for agents and supports users
throughout all stages of their careers from recruiting, training,
career development and loyalty.
IntouchAI's solutions consistently improve metrics crucial to
its client programs, including a reduction in total customer
interaction time and an increase in customer satisfaction
scores.
IntouchCX continues to expand IntouchAI by driving internal
innovation incubators and investing in key technology roles with
more than 200 technologists on staff. This allows the Company to
create new, disruptive technologies, partnering with market leaders
to continue to enhance the Company's frameworks and solution
suites.
"IntouchCX is driving innovation for enterprises that seek
solutions to ensure swift deployment, seamless integration, and
advanced conversational capabilities by delivering sophisticated
solutions capable of resolving complex user queries across multiple
channels, without necessarily involving complex integrations," said
Sharang Sharma, Vice President at Everest Group. "The Company's
commitment to enhancing user engagement and productivity, coupled
with continuous product innovation, has secured its recognition as
a Major Contender in Everest Group's Conversational AI PEAK
Matrix® Assessment for 2024."
Everest Group's PEAK Matrix® assessment is a proprietary
framework for assessing the relative market success and overall
capability of tech and tech service providers based on performance,
experiences, ability, and knowledge. Each service and technology
provider is assessed on both market impact - measured by revenue,
number of clients, and year-over-year growth - and delivery
capability - measured by categories such as scale of operations,
scope, technology and innovation.
IntouchCX was previously recognized as a Major Contender in
Everest Group's Customer Experience Americas PEAK Matrix®
Assessment 2023. IntouchCX has also been recognized as a Leader by
the Frost Radar for Customer Experience Management in North America and as a Leader in the
NelsonHall 2024 Vendor Evaluation & Assessment Tool report.
About Everest Group
Everest Group is a leading
research firm helping business leaders make confident decisions. We
guide clients through today's market challenges and strengthen
their strategies by applying contextualized problem-solving to
their unique situations. This drives maximized operational and
financial performance and transformative experiences. Our deep
expertise and tenacious research focused on technology, business
processes, and engineering through the lenses of talent,
sustainability, and sourcing delivers precise and action-oriented
guidance. Find further details and in-depth content at
www.everestgrp.com.
About IntouchCX
IntouchCX is a global leader in
customer experience management, digital engagement, technology, and
AI and automation solutions. We set a new standard by immersing
ourselves in your world with curiosity, creativity, and innovation
to deliver exceptional results. For over 20 years, we have scaled
with soul to become a disruptive industry leader by building
trusted long-term relationships with our brand partners and
empowering our people to drive positive change. To learn more about
us, visit intouchcx.com.
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SOURCE IntouchCX