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News : KM² Solutions Lauded by Frost & Sullivan for Expanding in the Customer Experience Outsourcing Market

#contactcenterworld, @km2solutions, @Frost_Sullivan

SÃO PAULO, Brazil, March 30, 2022 -- Based on its recent analysis of the customer experience outsourcing services market, Frost & Sullivan recognizes KM2 Solutions with the 2022 Central American and Caribbean Company of the Year Award for its distinctive customer-centric approach and deep commitment to innovation. In 2021, the company leveraged a combination of organic and inorganic growth strategies to achieve a revenue increase, cementing its dominance in nearshore outsourcing in the region.

"In the past year, KM² increased capacity within existing countries of operation, specifically in Colombia, the Dominican Republic, Honduras, and St. Lucia," said Riana Barnard, Best Practice Research Analyst at Frost & Sullivan. "It recently partnered with private equity firm H.I.G. Capital to fuel its growth and expansion. This partnership enabled KM² to reinvest in its employees, embrace new technologies to expand its business lines, and add major US companies across multiple verticals to its client base."

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"KM² complements its skilled resource pool with an array of automation and AI-based tools, allowing it to offer self-service and automate simple and repetitive transactions to decrease costs, reduce errors, and save agent time," noted Sebastian Menutti, industry principal for Frost & Sullivan. "Its focus on both customer and employee experience as well as its forward-looking business strategies are expected to help it expand its footprint and service portfolios in the Central American and Caribbean market."

Each year, Frost & Sullivan presents a Company of the Year award to the organization that demonstrates excellence in terms of growth strategy and implementation in its field. The award recognizes a high degree of innovation with products and technologies and the resulting leadership in terms of customer value and market penetration.

#contactcenterworld, @km2solutions, @Frost_Sullivan

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.newswire.ca


About KM2 Solutions:
Company LogoKM² Solutions is a nearshore company that provides value to our clients by delivering reliable, effective Call Center and Risk Management Solutions supporting a variety of industry verticals. We have locations in the Caribbean and Central America.
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About Frost & Sullivan:
Company LogoFrost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
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Today's Tip of the Day - Quality Provided By Agents

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

Published: Thursday, March 31, 2022

Printer Friendly Version Printer friendly version

2022 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.) 
Cognigy

Cognigy is a global leader in Conversational AI Automation. Its platform, Cognigy.AI, enables enterprises to automate customer and employee communications using intelligent voice and chatbots

5.) 
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)

6.) 
eGain Corporation

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

7.) 
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.

8.) 
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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