Workforce Management Featured Article
OutPLEX and Comm100 Partner for AI-Driven Digital Customer CX
Automation in the contact center may be great for agents – after all, it ostensibly cuts down on the amount of contacts agents must handle each hour – but unless it’s good automation, you’re frustrating and angering customers, who are likely to flee from your business forever.
Today, customer support is highly digital, with consumers demanding secure, compliant service across multiple channels to provide an excellent customer experience (CX). To remain competitive, brands must have digital omnichannel customer engagement strategies that boost CX, increase CSAT scores and provide ongoing analytics.
"Immediate and helpful digital messaging coupled with automation is a top priority for our clients, and they turn to us for the most effective ways to accomplish that," said Lawrence Solis, VP of Digital Sales with OutPLEX, a digital and voice customer contact management services organization.
To this end, OutPLEX recently announced it is partnering with Comm100, provider of digital CX that optimizes human and artificial intelligence (AI) across channels from voice to chat in an omnichannel platform.
"Partnering with Comm100 gives us the ability to bring this powerful solution to our customers in a way that delivers results for our clients,” said Solis. “We're excited with what Comm100 is doing in the channel and look forward to our continued partnership."
Using these smart automation solutions, contact centers are able to drive lower operational cost (up to 40 percent reduction, according to some analyses, deliver better experiences as measured by net promoter scores (NPS), and enhance customers’ digital CX journey.
"The continued expansion of our partner network and partner offerings are a testament to the growing demand for efficient and authentic interactions with brands across all channels—anytime and anywhere—and the strength of our platform," said Ty Rottare, VP of Global Channels at Comm100. OutPLEX has pioneered automation in the contact center industry, deploying and optimizing AI, resulting in higher ROI and better CX. "Our combined expertise will drive CX excellence to the next level."
Edited by Luke Bellos
