#5
Is that your tech stack or a game of Tetris?
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Here’s a harsh reality: cobbling together random tools and hoping for the best won’t cut it. A seamless experience across every touchpoint requires a CX tech ecosystem that’s as integrated as the experience your customers demand.
The good news? You don’t have to start from scratch. The right technology partnerships combined with creativity and data can transform your CX operations into a well-oiled machine. Leading CX providers already have access to cutting-edge tech customized for contact center customer care, so they’ve done the heavy lifting for you.
→ From bots to breakthroughs
A solid CX ecosystem isn’t about having the coolest tools on the market — these things have to play nicely together. Think CRM/CEM systems that don’t ghost your agents, telephony solutions that don’t drop the ball and bots that handle the boring stuff so humans can shine.
Your tech stack should also include AI, robotic process automation (RPA) and learning tools to keep things running smoothly. Translation? Fewer headaches for your team and more “wow” moments for your customers.
→ Proprietary meets partnership
The best ecosystems combine proprietary solutions with industry-leading tools. Why? Because one-size-fits-all solutions are a myth. Your business is unique, and your tech stack should reflect that. Your tech ecosystem should integrate your existing tools, eliminate silos and adapt to your ever-changing needs.
→ Tech that grows with you
The real magic of a CX tech ecosystem is scalability. Whether you’re a scrappy startup or a global powerhouse, your ecosystem should grow with you. No awkward outgrowing phases or painful migrations, just seamless evolution.
And let’s not forget, with the right tech and partnerships, you’re streamlining operations and unlocking opportunities to innovate, personalize and outpace the competition.
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Your tech ecosystem should integrate your existing tools, eliminate silos and adapt to your ever-changing needs.
Case study
▶ An insurance leader enhances performance with AI-driven training
A leading American multinational insurance provider with over a century of trusted service sought to address lengthy training processes, inconsistent agent performance and low engagement — challenges that were impacting customer satisfaction and overall productivity.
To tackle these issues, the company embraced AI-enhanced training methods by tapping into Foundever’s tech stack and leveraging an AI training tool from Zenarate. By implementing AI simulations for role-playing, agents were immersed in realistic training scenarios, improving their preparedness for real-world interactions. An AI Trainer was deployed to track progress, measure proficiency and provide targeted feedback. This allowed for accelerated learning and effective performance monitoring.
With most agents reaching the required proficiency by their fourth or fifth call, this innovative approach boosted operational efficiency and engagement. By integrating advanced AI tools, the insurance provider not only streamlined training but also delivered a superior CX, reinforcing its position as an industry leader.
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By implementing AI simulations for role-playing, agents were immersed in realistic training scenarios, improving their preparedness for real-world interactions.
■ Key results
reduction
in average handle time (AHT) within the first week
weeks faster
agent proficiency
lower AHT
compared to the control group
Ebook
The new customer care playbook
