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News : Concentrix Stands Out as a Leader with Star Power

#contactcenterworld, @Concentrix, @everestgroup

Fremont, CA, USA, July, 2019 -- Analyst and consulting firm Everest Group has positioned Concentrix as a Leader – its highest designation – and Star Performer in the 2019 Contact Center Outsourcing (CCO) Services PEAK Matrix™ Assessment. Everest Group's PEAK Matrix provides an objective, data-driven comparative assessment of service and technology providers based on their overall capability and market success across different global services markets.


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Everest Group assesses 31 contact center outsourcing service providers using a fact-based, data driven approach for the PEAK Matrix and "Star Performers" evaluation. The Star Performers honor is awarded to providers that demonstrate the most improvement year-over-year on the PEAK Matrix. Concentrix was measured on several dimensions resulting in a leader position in market impact and vision and capability.

"This recognition from Everest Group is yet another validation of our strategy, vision, and exceptional execution," said Jyllene Miller, Concentrix Executive Vice President, Marketing and Emerging Business. "To continually stand out as a leader in our highly competitive market takes unique vision, disruptive thinking, and a tenacious pursuit of excellence. Our obsessive focus on providing next generation customer engagement coupled with our ability to invest in our business and our people results in improved business performance for our clients."

"Concentrix emerged as a Leader and Star Performer as a result of its strong growth, improved delivery coverage, and focus on innovation. Its acquisition of Convergys in 2018 provides Concentrix with greater access to clients globally, as well as strengthens its delivery footprint. To drive digital CX transformation agendas for its clients, Concentrix has built capabilities across multiple digital disciplines, including design thinking, CX consulting, RPA and automation, and advanced analytics. A strong focus on outcomes for clients through consistent innovation, along with its well-rounded capabilities, provides Concentrix a strong base to deliver superior customer experience in the future," said Skand Bhargava, Practice Director, Everest Group.

#contactcenterworld, @Concentrix, @everestgroup

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.prnewswire.com


About Concentrix:
Company LogoConcentrix is a technology-enabled global business services company (Nasdaq listed: CNXC) specializing in customer engagement and improving business performance. Every day, from more than 40 countries and across six continents, our staff delivers customer experience and helps companies better connect with their customers. We create better business outcomes and differentiate our clients through technology, design, data, process, and people. Concentrix provides services to clients in ten industry verticals: automotive; banking and financial services; insurance; healthcare; technology; consumer electronics; media and communications; retail and e-commerce; travel and transportation; energy and public-sector. We are Different by Design.
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About Everest Group:
Company LogoEverest Group is an advisor to business leaders on the next generation of global services with a worldwide reputation for helping Global 1000 firms dramatically improve their performance by optimizing their back- and middle-office business services. With a fact-based approach driving outcomes, Everest Group counsels organizations with complex challenges related to the use and delivery of global services in their pursuits to balance short-term needs with long-term goals.
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Today's Tip of the Day - Season Greetings

Read today's tip or listen to it on podcast.

Published: Wednesday, July 17, 2019

Printer Friendly Version Printer friendly version

2021 Buyers Guide Automation

 
1.) 
Agara

Agara is an autonomous virtual voice agent powered by Real-time Voice AI. It is designed to have intelligent conversations with your customers, vendors, and partners without any assistance from human agents. It can handle a wide variety of calls including inbound customer care calls, outbound lead generation calls, appointment scheduling calls, and overdue payment recovery calls.

Agara is available for several industries including banking, insurance, retail, e-commerce, airlines, and telecom. Powered by advanced Real-time Voice AI that understands speech in real-time, automatically determines the right process to follow and guides the caller along in the process with natural conversation.

2.) 
Auraya

EVA Voice Biometrics
Powered by Auraya's patented ArmorVox engine, EVA is a voice biometric extension that provides secure and seamless identification & verification capabilities for Amazon Connect. EVA provides delightful customer experience by removing the friction of providing PINs, passwords or secret information in order to prove caller identity. EVA comes standard with active and passive modes and a simple yet powerful agent interface. This allows for personalised self-service and a more friendly and efficient experience when interacting with an agent.

Outdated security methods such as PINs, passwords and security questions have become insecure and unreliable. Forgetting passwords and security answers o...
(read more)

3.) 
Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

4.) 
Consilium Software

Consilium UniCloud™
UniCloud™ is an intuitive platform that allows Enterprises to deploy and manage their Unified Communication (UC) and Contact Center (CC) services with ease and entire provisioning can be completed in seconds using this comprehensive tool supporting digital transformation. The latest release 7.0 of UniCloud™ is a multi-tenant platform that transforms the delivery, management, and integration of collaboration and contact center solutions, for both Cloud and On-Premise deployment models.
With its single-pane-of-glass views and quick provisioning tool, UniCloud™ is instrumental in reducing the time to provision an entire multi-cluster Cisco collaboration platform, including contact centers (C...
(read more)

5.) 
eGain Corporation

eGain Solve
Proven, Easy, and Guided Journey to Automate Customer Engagement in a Digital+AI World

6.) 
Emmersion

Automated Language Testing
Emmersion offers automated assessments to quickly and accurately test speaking, writing, and grammar fluency in 9 languages and counting. We help contact centers improve CSAT scores by screening for top talent and retaining top performers.

7.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)
 

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We are proud to announce the winners of The 2022 '17th Annual' Global Top Ranking Performers Awards, The World's Most Prestigious Awards in the industry! Read More...
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