As customer demands increase and contact volumes accelerate to unmanageable levels, the demand for BPO (Business Process Outsourcing) solutions with a focus on CX is greater than ever. Increasingly, companies are turning to BPO providers to help them with everything from contact centre management to analytics and customer insights.
Of course, for BPO companies to deliver the kind of support today’s business leaders are looking for, they first need support from the right CX tool vendors.
Today, we’re going to be exploring some case studies covering how CX vendors have worked with innovators in the BPO landscape to bring the era of CX outsourcing to life.
Enghouse Interactive and Ascensos
Ascensos, an innovator in the future of contact centre outsourcing solutions, needed an advanced contact centre system to help it deliver a flexible and scalable customer service solution for it’s clients. After a competitive and intensive pitch process, the company chose to implement Enghouse Interactive’s Contact Centre solution, with support from Virgin Media Business.
According to Ascensos, the right choice of customer contact solution was essential to building a state-of-the-art contact centre vision. The Enghouse solution stood out from the pack in terms of flexibility and technical functionality. The versatility and adaptability of the technology, along with its ability to deliver agility in a time of transformation, were all crucial. You can read more about how Enghouse Interactive helped Ascensos to achieve its goals here.
Verint and Alorica
One of the companies named in the Gartner Magic Quadrant for BPO technology in the CX landscape this year, Alorica leveraged the help of Verint to help them boost customer satisfaction for Fortune 500 brands. The company leverages a selection of Verint Workforce Engagement solutions to support better customer experience and employee experience in the modern CX landscape.
The wide selection of tools used by Alorica by Verint include everything from Verint Enterprise Workforce management to Verint Speech analytics, and the Verint Community apps. With access to these powerful tools, the Alorica brand can empower employees to accomplish more when engaging with today’s consumers on the behalf of growing business leaders. Read more here.
Avaya and Atento
One of the world’s leading business process outsourcing companies partnered with one of the top contact centre solution providers to deliver exceptional results when Atento and Avaya joined forces. Atento offers a range of BPO services to its customers, including solutions for boosting CX in today’s complex digital environment. Through a partnership with Avaya, the company can leverage AI and contact centre technologies, perfect for strengthening relationships with clients.
The Avaya technology platform supports the exceptional multichannel interactions today’s customers expect, while giving employees the support they need to align conversations across multiple platforms. According to this case study from Avaya, Atento is driving significant improvements in agent productivity and customer satisfaction with the One Cloud Contact Centre platform.
RingCentral and the Sitel Group
The Sitel Group is one of the major companies listed by the Gartner Magic Quadrant as an innovator in the CX environment for 2022. Today, the company relies on a host of tools to ensure it can support its customers and drive excellent results for end users. One of the most important tools in the Sitel Group’s kit, is RingCentral video. The video technology, and RingCentral’s wider platform is helping agents to stay productive, and collaborate, even despite pandemic challenges.