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News : TTEC Launches AI-Enabled Diversity Training Technology Humanify® DEI+ BOT

#contactcenterworld, @ttec_com

Denver, CO, USA, April 20, 2021 -- TTEC Holdings, Inc. (NASDAQ: TTEC), a global digital Customer and Employee Experience as a Service (CXaaS) partner, and NXT Generation Training announced its partnership to deliver TTEC's patent-pending Humanify(R) DEI+ BOT. This AI-enabled solution is focused on diversity education and trains learners on empathy, communication bias, and inclusion.

The Humanify(R) DEI+ BOT blends machine and human learning to give learners a baseline understanding of bias and diversity by listening to user responses and then providing measurable feedback and real-time coaching to improve the quality and outcomes of conversations. Combined with dialogue, role-playing, and hands-on exercises, the Humanify(R) DEI+ BOT offers users the tools and confidence they need to manage uncomfortable conversations.

"Diversity and inclusivity conversations are no longer topics to avoid. They are a skill for companies to master so they can be the type of workplace that attracts the best talent," said Lamont Exeter, vice president of TTEC Digital and one of the leaders of TTEC's diversity council. "TTEC's award-winning artificial intelligence technology is the first of its kind, and with it, we are preparing every TTEC employee for difficult conversations around racial and gender equity, bias, micro-aggressions, diversity, and inclusion." The BOT's original intent was for peer-to-peer and manager-to-peer conversations in the workplace; however, the learnings go beyond and extend to how employees manage conversations with customers to deliver diverse and inclusive customer experiences.

NXT Generation Training, a provider in sustainable and scalable diversity training solutions, trained the Humanify(R) DEI+ BOT while TTEC developed the technology. TTEC designed the AI to complement instructor-led training and workshops, provide real-life scenario practice, real-time feedback, scoring, and coach users to apply practical experience to the information-based content.


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"The partnership and release of the Humanify(R) DEI+ BOT marks a new milestone in diversity training for organizations globally," said Brenda L. Jones, president, NXT Generation Training. "Many organizations understand the benefits of diversity initiatives, but they currently have no way to measure the impact of their efforts. With this powerful new tool, TTEC is advancing its market position as a leader in diversity. With this technology, organizations can accelerate their diversity goals and aspirations creating meaningful change."

"People can learn the principles of diversity and inclusion, but they can be hard to apply without practice," shared Lenora Billings-Harris of UbuntuGlobal, another significant contributor to the Humanify DEI+ BOT. "For diversity and inclusion strategists like myself, the Humanify DEI+ BOT provides a unique tool to deepen a learner's understanding of diversity and inclusion by giving them the psychological safety to practice difficult conversations with an AI, rather than their peers."

Derwin Smiley, CEO of the Institute for Diversity Certification (IDC), a leading global professional certification program for diversity and inclusion, added, "We believe meaningful progress towards a more diverse and inclusive culture requires organizations to have a sustainable way to train their employees at scale. Humanify(R) DEI+ BOT offers an innovative tool to advance diversity, equity and inclusion in workplaces around the world. When combined with traditional training methods, this advanced tool will result in the wider adoption of best practices, cost savings, and expected outcomes."

#contactcenterworld, @ttec_com

Posted by Veronica Silva Cusi, news correspondent
Source: TTEC


About TTEC:
Company LogoTTEC Holdings, Inc. (NASDAQ: TTEC) is a global customer experience technology and services company focused on the design, implementation and delivery of transformative customer experience. TTEC Digital delivers outcome-based, human-centric, tech-enabled, insight-driven customer experience solutions. Founded in 1982, the Company's 48,700 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers and each other.
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Today's Tip of the Day - Assisted Transfers

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

Published: Friday, April 23, 2021

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2021 Buyers Guide IVR

 
1.) 
Premium Listing
Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.


2.) 
Computer Data Services, LLC

VIRTUAL PBX
Get the benefits of an expensive, on-premise telephone system without the high price tag and annoying maintenance.

- Never miss another phone call
- No more busy signals
- Feature rich
- Answer your calls from anywhere

3.) 
eGain Corporation

eGain SmartIVR
eGain SmartIVR is an over-the-top solution to modernize IVR systems. Businesses can offer smartphone callers an easy choice to resolve queries via digital messaging and intelligent self-service. And they can optimize the IVR experience with end-to-end analytics.

4.) 
Megacall

Virtual Switchboard
Megacall provides a fully customised Virtual Switchboard software for all companies (including IVR service). No matter the size of your business, our services adapt to the needs of each client.

Are you looking for a more effective way to communicate with your customers? Discover the advantages of using the IVR and how it can help in your communications.

5.) 
MightyCall

MightyCall's IVR that will increase your business’s efficiency at a fraction of the cost of a secretary. Your auto-attendant is designed to:
- Greet callers
- Deliver necessary information
- Forward calls to the appropriate extension
- Take human error out of the system

6.) 
Nuxiba Technologies

CenterWare
Provide your customers with an effortless self-service experience. Easily create menus using predefined or custom prompts and data dips and route customers to live agents when needed.

Enable your customers to make payments and access information 24/7 at their convenience. Request a quote or live demo today.

7.) 
OpsTel Services

SPEED
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 Performance Monitoring

8.) 
Teckinfo Solutions Pvt. Ltd.

IVR Edge
IVR Edge is a high performance, robust and scalable ivr system that works on various leading hardware such as Dialogic, Keygoe and Synway etc. It can handle the simplest of simple to the most complex of requirements to when it come to creating an IVR. Integration with any 3rd party database, be it for banking, telecom, insurance, travel, payment gateway etc can be handled with ease. Ideally suited to create Hosted IVR and virtual patching solutions with scalabilities that can range from 4 to 128 E1’s per setup with voice recording and CDR functionality. Integration with leading text to speech (TTS) and speech recognition ASR engines add to the flexibility and functionality.
 

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