Harte Hanks Teams Up With Reddy to Revolutionize Customer Care Using AI-Driven Solutions
Harte Hanks (NASDAQ:HHS) has announced a collaboration with Reddy, an AI-powered contact center coaching and training platform. The partnership aims to enhance Harte Hanks' global call center operations through improved agent onboarding, automated training, and feedback systems.
Reddy's platform offers simulation training, copilot technology for real-time agent assistance, and call monitoring capabilities. Early implementation shows positive trends in agent and customer satisfaction rates. The collaboration focuses on using AI to enhance agent performance rather than replace human workers, targeting more personalized customer interactions and improved client results.
Harte Hanks (NASDAQ:HHS) ha annunciato una collaborazione con Reddy, una piattaforma di formazione e coaching per call center potenziata dall'IA. L'obiettivo della partnership è migliorare le operazioni globali dei call center di Harte Hanks attraverso un onboarding degli agenti più efficace, formazione automatizzata e sistemi di feedback.
La piattaforma di Reddy offre formazione simulata, tecnologia di supporto per assistenza agli agenti in tempo reale e capacità di monitoraggio delle chiamate. I primi risultati mostrano tendenze positive nei tassi di soddisfazione degli agenti e dei clienti. La collaborazione si concentra sull'uso dell'IA per migliorare le prestazioni degli agenti piuttosto che sostituire i lavoratori umani, puntando a interazioni con i clienti più personalizzate e a risultati migliori per i clienti.
Harte Hanks (NASDAQ:HHS) ha anunciado una colaboración con Reddy, una plataforma de capacitación y entrenamiento para centros de contacto impulsada por IA. La asociación tiene como objetivo mejorar las operaciones globales de los centros de llamadas de Harte Hanks mediante una mejor incorporación de los agentes, formación automatizada y sistemas de retroalimentación.
La plataforma de Reddy ofrece entrenamiento simulado, tecnología de copiloto para asistencia en tiempo real a los agentes y capacidades de monitoreo de llamadas. Las primeras implementaciones muestran tendencias positivas en las tasas de satisfacción de agentes y clientes. La colaboración se enfoca en utilizar IA para mejorar el rendimiento de los agentes en lugar de reemplazar a los trabajadores humanos, buscando interacciones más personalizadas con los clientes y mejorar los resultados para los clientes.
하르트 행크스 (NASDAQ:HHS)는 AI 기반의 컨택센터 코칭 및 교육 플랫폼인 레디와 협업을 발표했습니다. 이 파트너십의 목표는 에이전트 온보딩, 자동화된 교육 및 피드백 시스템을 통해 하르트 행크스의 글로벌 콜 센터 운영을 향상시키는 것입니다.
레디의 플랫폼은 시뮬레이션 교육, 실시간 에이전트 지원을 위한 코파일럿 기술 및 통화 모니터링 기능을 제공합니다. 초기 실행 결과는 에이전트와 고객의 만족도가 향상되는 긍정적인 추세를 보여줍니다. 이 협력은 인간 근로자를 대체하기보다는 에이전트의 성능을 향상시키기 위해 AI를 활용하는 데 중점을 두며, 보다 개인화된 고객 상호작용 및 개선된 고객 결과를 목표로 하고 있습니다.
Harte Hanks (NASDAQ:HHS) a annoncé une collaboration avec Reddy, une plateforme de coaching et de formation pour centres de contact alimentée par l'IA. L'objectif de ce partenariat est d'améliorer les opérations mondiales des centres d'appels de Harte Hanks grâce à un meilleur onboarding des agents, à une formation automatisée et à des systèmes de retour d'information.
La plateforme de Reddy offre une formation par simulation, une technologie de copilote pour une assistance en temps réel aux agents et des capacités de surveillance des appels. Les premières mises en œuvre montrent des tendances positives en matière de satisfaction des agents et des clients. La collaboration se concentre sur l'utilisation de l'IA pour améliorer les performances des agents plutôt que de remplacer les travailleurs humains, en visant des interactions plus personnalisées avec les clients et des résultats clients améliorés.
Harte Hanks (NASDAQ:HHS) hat eine Zusammenarbeit mit Reddy, einer KI-gesteuerten Coaching- und Trainingsplattform für Kontaktcenter, angekündigt. Ziel der Partnerschaft ist es, die globalen Callcenter-Operationen von Harte Hanks durch verbessertes Agenten-Onboarding, automatisiertes Training und Feedbacksysteme zu optimieren.
Die Plattform von Reddy bietet Simulationstraining, Co-Pilot-Technologie für die Echtzeitunterstützung von Agenten und Call-Monitoring-Funktionen. Frühzeitige Implementierungen zeigen positive Trends in der Zufriedenheit von Agenten und Kunden. Die Zusammenarbeit konzentriert sich darauf, KI zur Verbesserung der Agentenleistung zu nutzen, anstatt menschliche Arbeitskräfte zu ersetzen, und strebt nach personalisierten Kundeninteraktionen sowie verbesserten Ergebnissen für die Kunden.
- Early implementation shows positive trends in agent and customer satisfaction rates
- Integration of AI technology to improve operational efficiency in customer care
- Enhancement of agent training and performance through automated systems
- None.
Insights
This partnership represents a strategic move into AI-enhanced customer service operations, though its immediate financial impact appears The integration of Reddy's AI platform could potentially reduce training costs and improve operational efficiency across Harte Hanks' global call centers. The technology's three-pronged approach - simulation training, real-time agent assistance and performance monitoring - addresses key pain points in customer service operations.
Early positive results in agent and customer satisfaction metrics suggest promising operational improvements, but concrete financial benefits remain to be proven. For a company with a relatively small market cap of
CHELMSFORD, MA / ACCESSWIRE / December 10, 2024 / Harte Hanks, Inc. (NASDAQ:HHS), the 101-year-old Massachusetts-based global customer experience company, today announced it's collaborating with Reddy, a contact center coaching and training platform that uses AI to help businesses automate and optimize their contact centers.
Reddy is an all-in-one coaching platform powered by AI. It is the only customizable system that provides simulation training, copilot technology (to advise agents during calls) and call monitoring/metrics. Harte Hanks will use Reddy's platform to support global call center operations by improving agent onboarding, automating training, and providing agent feedback.
"AI is the future and our partnership with Reddy represents a significant step in harnessing technology to improve training and coaching for our thousands of Customer Care agents. Rather than using AI to replace agents, we will use it to empower agents to ensure more personalized customer interactions that lead to improved results for our clients," said Varsha Tomar, VP Partnerships at Harte Hanks.
"Collaborating closely, both teams are working diligently to integrate the technology into operations. Although our partnership is in the initial stages, our agent and customer satisfaction rates are already showing positive momentum and results." Said Ben Chacko, Managing Director, Customer Care.
"We are incredibly excited to join forces with Harte Hanks, a pioneer in customer data and marketing solutions. Together, we are helping businesses optimize their sales and support processes while delivering impactful customer experiences," added Adam Levin, CEO & Founder of Reddy.
About Reddy
Reddy is an all-in-one coaching platform powered by AI. Reddy enables contact centers to automate and optimize their operations and engagement strategies. By integrating powerful tools such as Pre-Call Training, Live-Call Assistance and Post-Call Coaching, Reddy.io helps customer contact teams increase efficiency, personalize communication, and provide elite customer service. For more information, visit www.reddy.io.
About Harte Hanks
Harte Hanks (NASDAQ:HHS) is a leading global customer experience company whose mission is to partner with clients to provide them with CX strategy, data-driven analytics and actionable insights combined with seamless program execution to better understand, attract, and engage their customers.
Using its unparalleled resources and award-winning talent in the areas of Customer Care, Fulfillment and Logistics, Sales Services and Marketing Services, Harte Hanks has a proven track record of driving results for some of the world's premier brands, including GlaxoSmithKline, Unilever, Pfizer, Max, Volvo, Ford, FedEx, Midea, and IBM among others. Headquartered in Chelmsford, Massachusetts, Harte Hanks has over 2,500 employees in offices across the Americas, Europe, and Asia Pacific.
For more information, visit hartehanks.com.
As used herein, "Harte Hanks" or "the Company" refers to Harte Hanks, Inc., and/or its applicable operating subsidiaries, as the context may require. Harte Hanks' logo and name are trademarks of Harte Hanks.
Cautionary Note Regarding Forward-Looking Statements:
Certain statements discussed in this release as well as in other reports, materials, and oral statements that the Company releases from time to time to the public may constitute "forward-looking statements" within the meaning of the Private Securities Litigation Reform Act of 1995. Generally, words such as "anticipate," "estimate," "expect," "project," "intend," "believe," "plan," "target," "forecast" and similar expressions are intended to identify forward-looking statements. Such forward-looking statements concern management's expectations, strategic objectives, business prospects, anticipated economic performance and financial condition and other similar matters. Forward-looking statements are inherently uncertain and subject to a variety of assumptions, risks and uncertainties that could cause actual results to differ materially from those anticipated or expected by the management of the Company. These statements are not guarantees of future performance and actual events or results may differ significantly from these statements. Given these risk factors, investors and analysts should not place undue reliance on forward-looking statements. Forward-looking statements speak only as of the date of the document in which they are made. The Company disclaims any obligation or undertaking to provide any updates or revisions to any forward-looking statement to reflect any change in the Company's expectations or any change in events, conditions, or circumstances on which the forward-looking statement is based, except as required by law. It is advisable, however, to consult any further disclosures the Company makes in its filings with the Securities and Exchange Commission, including Annual Reports on Form 10-K, Quarterly Reports on Form 10-Q and Current Reports on Form 8-K (if any). These statements constitute the Company's cautionary statements under the Private Securities Litigation Reform Act of 1995.
For media inquiries or further information, please contact: Jen.London@hartehanks.com
SOURCE: Harte Hanks, Inc.
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FAQ
What is the partnership between Harte Hanks (HHS) and Reddy announced in December 2024?
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