TTEC AI Readiness Assessment Identifies Four Critical Competencies Required to Unlock the Full Potential of an AI-enabled Contact Center
- TTEC is a leading global CX technology and services innovator for AI-enabled CX with solutions from TTEC Engage and TTEC Digital.
- Survey findings indicate a shift from the enthusiasm over generative AI to demand for practical technology and services solutions that can scale from use cases to full-scale production.
- TTEC President Shelly Swanback notes the value in partnering with CX experts like TTEC to unlock the full potential of transformational technologies like AI.
- CEO Dave Seybold emphasizes TTEC's unique position to guide clients on their AI-enabled CX transformation journey, offering a holistic approach that includes AI Readiness Assessment, AI Workshop, Strategic AI Roadmap, Deployment, and Continuous Improvement.
- Almost half of the study respondents express concern about the readiness of their current cloud-based tech infrastructure, data preparedness, and process acumen for full-scale deployment of AI.
- Businesses acknowledge that the shift from pilots to full-scale deployment will require a cloud-based tech infrastructure, data preparedness, and process acumen that many currently lack.
Insights
Cloud migration is identified as a fundamental requirement for leveraging AI in customer experience (CX) technology. The movement of CX technology to the cloud is a significant trend that facilitates scalability, flexibility and integration of advanced AI capabilities. Concerns expressed by respondents about this transition reflect common challenges faced by organizations, such as data security, cost and complexity of migration.
Knowledge management and the balance between voice and digital channels are also critical, as they can directly influence the effectiveness of conversational intelligence—a technology that can transform customer interactions by providing more personalized and efficient service. This transition to digital channels, supported by AI, can lead to cost reductions and increased customer loyalty, which are key performance indicators for businesses.
For stakeholders, the short-term implications involve investment in technology and training to ensure a smooth transition to AI-enabled platforms. In the long term, businesses that successfully implement these technologies may enjoy a competitive advantage through improved customer satisfaction and operational efficiency. However, the benefits must be weighed against potential risks, such as the aforementioned concerns about cloud migration and the need to maintain a human touch in customer interactions.
TTEC Holdings Inc.'s focus on AI readiness and the provision of a strategic roadmap for its clients suggests a proactive approach to the evolving market demands in the CX sector. This could potentially lead to increased demand for TTEC's services, thereby impacting its revenue growth positively. The emphasis on AI and cloud technology indicates a forward-thinking strategy that may attract investors interested in companies at the forefront of technological innovation.
However, it is essential to monitor the company's operational costs associated with these technological advancements and the return on investment from these initiatives. The ability of TTEC to convert these strategic offerings into tangible financial outcomes will be critical for evaluating the company's performance and its impact on the stock market.
Implementing AI in CX requires a sophisticated understanding of both customer needs and technological capabilities. The assessment by TTEC Holdings Inc. underscores the necessity for businesses to develop a comprehensive approach that encompasses technology, processes and people. The mention of conversational intelligence as a critical success factor indicates a shift towards more nuanced and data-driven customer interactions.
Businesses that can effectively integrate AI into their CX strategy may see a marked improvement in customer retention and satisfaction rates. However, the challenge lies in executing this integration without compromising the human element that remains crucial in customer service. Companies that strike the right balance between AI efficiency and human empathy are likely to emerge as leaders in customer experience.
Results from respondents note critical success factors including cloud migration, knowledge management, voice to digital mix, and conversational intelligence
Shelly Swanback, President of TTEC noted, "Post the peak of the AI hype cycle, businesses have moved to a more practical mindset. They acknowledge that the shift from pilots to full-scale deployment will require a cloud-based tech infrastructure, data preparedness, and process acumen that many currently lack. The survey results are a reminder of the value in partnering with CX experts like TTEC to unlock the full potential of transformational technologies like AI."
Dave Seybold, CEO of TTEC Digital continues, "Working on the front lines with marquee brands across the globe in partnership with all the leading CX technology hyperscalers, we are in a unique position to help guide our clients on their AI-enabled CX transformation journey. Our holistic approach that includes our AI Readiness Assessment, AI Workshop, Strategic AI Roadmap, Deployment, and Continuous Improvement, helps our clients across the globe deliver the CX outcomes that matter most – increasing revenue, reducing costs, and building customer loyalty."
Key findings from the assessment include:
Migration to the cloud is table stakes: To unlock the full benefits of AI in the contact center, businesses must move their CX technology to the cloud. However, almost half of the study respondents express concern about their technology platform readiness. Aaron Schroeder, Director of AI solutions at TTEC Digital explains, "Without a cloud-based CCaaS and broader CX technology in the cloud, organizations will experience latency, sub-optimized computing, elevated costs long term and a disconnected experience for associates and customers."
Moving interactions from voice to digital is a priority but will take time: On average, only
Knowledge management is harder than it looks: Data fuels generative AI, however, less than
Conversational intelligence requires a strategic plan: Conversational intelligence enables an organization to analyze and act on linguistic features like tone, sentiment, and context to improve the productivity and effectiveness of a contact center. However, more than
TTEC surveyed hundreds of CX leaders across industries through its TTEC AI Readiness Assessment. The survey was designed to help organizations understand their AI maturity relative to peers and clarify their goals for implementing AI into their CX. To read an in-depth analysis of the survey results and uncover key insights, please visit: https://ttecdigital.com/resources/state-of-ai-in-the-contact-center-report
About TTEC
TTEC Holdings, Inc. (NASDAQ:TTEC) is a leading global CX (customer experience) technology and services innovator for AI-enabled digital CX solutions. The Company delivers leading CX technology and operational CX orchestration at scale through its proprietary cloud-based CXaaS (Customer Experience as a Service) platform. Serving iconic and disruptive brands, TTEC's outcome-based solutions span the entire enterprise, touch every virtual interaction channel, and improve each step of the customer journey. Leveraging next-gen digital and cognitive technology, the Company's Digital business designs, builds, and operates omnichannel contact center technology, conversational messaging, CRM, automation (AI / ML and RPA), and analytics solutions. The Company's Engage business delivers digital customer engagement, customer acquisition and growth, content moderation, fraud prevention, and data annotation solutions. Founded in 1982, the Company's singular obsession with CX excellence has earned it leading client NPS scores across the globe. The Company's 64,400 employees operate on six continents and bring technology and humanity together to deliver happy customers and differentiated business results. To learn more visit us at https://www.ttec.com
Contact:
Marji Chimes
marji.chimes@ttec.com
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SOURCE TTEC Holdings, Inc.
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