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News : Triumph Group Partners with ZS to Deliver Personalized Customer Experience

#contactcenterworld

New DelhiI, India, & Seattle, WA, USA, May 31, 2023 -- Triumph Group, an intimate apparel company, has signed a two-year partnership with ZS, a global management consulting and technology firm, to design and deliver personalized interventions for customer engagement by deploying Personalize.AI, ZS’s  artificial-intelligence-driven, software-as-a-service product. Through this partnership, Triumph is harnessing the power of AI-enabled technologies to increase customer engagement and improve sales by understanding nuances in customer purchase behavior.

Personalize.AI (P.AI) is an AI-first, cloud native SaaS product from ZS that leverages customer personal preferences, channel affiliation, promotion responsiveness and inventory to recommend the right content, product and offer at an individual customer level. P.AI does this by using AI to engineer features, identify customer-level opportunities and predict tailored product-offer recommendations that customers love. P.AI analyzes, designs and launches targeted marketing activities in each market, helping scale customer base.

Nicola Tacchi, Triumph Group’s Global Head of Marketing, said, "We believe that everything we do should feel individual to our customer. My primary goal was to ensure that our adoption of Personalize.AI should translate to meaningful individual experiences for each Triumph customer. This partnership has enabled us to start on a journey of building deeper and relevant connections with the customer. It is about anticipating the needs of the customer, what they want to see and when they want to hear from us."

Gopi Vikranth, ZS Partner and Personalize.AI lead, said, "Triumph is a great win for our AI-first Personalize.AI product, ZS’s AI capabilities and deep functional expertise. Triumph was looking for an avenue to leapfrog and deliver one-to-one, AI-driven experiences to its customers while avoiding the high cycle time and friction associated with operationalizing AI. Through the product, we were able to operationalize Triumph’s vision for delivering personalized experiences seamlessly across its stores and digital channels in record time, delivering double-digit incremental revenue impact."

Neil Lewis, Triumph International’s Head of Marketing, Asia said, "Today we have established a loyal customer base in APAC markets. We wanted to move up the value chain to deliver AI-driven personalization to customers on a one-to-one basis. It was our vision to bring in elements of loyalty, customer journeys, cross-sell and upsell of items, and brand engagement seamlessly across both online and offline channels. Personalize.AI is helping us achieve that in record time and drive incremental impact both in stores and over digital channels."

Tarun Pandey, ZS Partner and APAC lead, said, "Our objective was to help Triumph realize its vision and deliver impact fast. We started with a few markets for Triumph in 2022 and the results were remarkable. Triumph saw the results within two weeks from implementation. Our product enables marketing, data science and IT operations teams to work seamlessly together, a benefit that our clients across industries appreciate. For Triumph, we were able to bring personalized experiences to reality within 90 days and start delivering impact."

#contactcenterworld

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


About ZS:
ZS is a management consulting and technology firm focused on transforming global healthcare and beyond. We leverage our leading-edge analytics, plus the power of data, science, and products to help our clients make more intelligent decisions, deliver innovative solutions, and improve outcomes for all. Founded in 1983, ZS has more than 14,000 employees in 35 offices worldwide.
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Today's Tip of the Day - Keep Cost In Perspective

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Published: Friday, June 2, 2023

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2024 Buyers Guide Analytics

 
1.) 
Alvaria

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.

2.) 
BPA Quality

Call Center Quality Monitoring
Outsourced call center quality solutions including Multi-lingual, Multi-Channel Quality Monitoring, Call Center Consulting, Psychometrics & Analysis of Customer-Agent Interactions, Cloud-based Quality Analysis Software configured by Needs, Virtual & In-person Training, Speech Analytics & Speech Analytics Management.

3.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)

4.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

5.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

6.) 
Pointel

CXi - Customer Experience Insights
Pointel CXi, the IVR analytics platform, maps the entire customer journey and analyzes calls end-to-end to turn data into actionable insights. Centralized reporting is essential for seamless customer journeys, as it is critical to know where calls are transferred or abandoned.

CXi generates multiple reports on IVR performance, the Customer-IVR interactions, and sticking points in the IVR that cause customers to struggle. CXi’s IVR Analytics platform provides a comprehensive understanding of customer engagement.

Pointel Customer Experience Insights (CXi) delivers actionable information that enables businesses to reduce customer effort, operational costs and increase contact center effi...
(read more)

7.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.

8.) 
Vads

Social Media Analytics
Social media analytics is the practice of gathering data from blogs and social media websites and analyzing that data to make business decisions.

Typical objectives of Social Media include increasing revenues, reducing customer service costs, getting feedback on products and services and improving public opinion of a particular product or business division.

Key the activities involved:

Analyzing net sentiment score
Qualitative and quantitative of sentiment analysis
Measure the emotions (6 Emotions) of the consumers
Mapping out all potential advocates
Measuring a nationwide consumer sentiment
Unlimited data extraction & cleaning
Customized positive and negative keywords
Qualitative and quantitative insights & report writing
Measuring the consumer sentiment

9.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.

10.) 
Tethr

Tethr is a cloud-based conversation intelligence platform that combines AI, machine learning and over a decade of customer experience and sales best-practice research to surface contextual insights from phone calls, chats, emails and other customer interactions. Companies use Tethr to turn large amounts of unstructured voice of customer conversation data into insights they can deploy to improve their customer experience.

11.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"

12.) 
VOIPFUTURE GmbH.

Voipfuture Qrystal
Qrystal provides communication service providers, wholesalers, enterprises, call centers and cloud-based voice providers with unique, dual visibility monitoring capabilities for analysing both SIP and RTP packets.

Unlike other solutions, Qrystal provides visibility into both control and media plane. This way, you get the full picture of in-call user experience, all in one place.

Voipfuture’s patented technology automatically identifies typical impairment patterns, allowing you to reduce the time it takes to fix problems.

13.) 
Xdroid

Xdroid is an independent, privately-owned software development company. This enables us to respond to changes quickly.

Our Artificial Intelligence solution, based on deep expertise, reveals the truth about your customer interactions and will help you to communicate better.

Analytics knowledge is the backbone of our development team. Years of experience in developing high-tech software for contact centers of financial institutions, utility companies, telecom operators, etc., give us an incredible edge.

We help you to predict and anticipate in an uncertain and turbulent environment. Communicate better.
 

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