IntouchCX's targeted and effective
innovation-led solutions suite helps clients improve productivity,
customer satisfaction, loyalty, and retention.
SAN
ANTONIO, May 20, 2024 /PRNewswire/ -- Frost
& Sullivan recently researched the customer experience
management (CXM) industry and, based on its findings, recognizes
IntouchCX with the 2024 North American Technology Innovation
Leadership Award. IntouchCX, a global customer experience and
technology company, is disrupting the CX market through its
hard-to-match, data-driven, and brand-specific approach. The
company delivers solutions for CXM, trust and safety, automation,
and digital CX consulting, transforming clients' employee
experiences and user experiences across multiple global industries.
The company's robust product and service portfolio enhances
customers' interactions with brands by enabling seamless,
effortless, and memorable interactions through omnichannel
support.
IntouchCX's innovative technology seamlessly blends accuracy,
speed, and quality to deliver exceptional customer interactions
that surpass industry standards. Specifically, under the artificial
intelligence (AI) and automation segment, the company drives areas
in automation, engagement, and insights. While focusing on the AI
and automation space, IntouchCX runs a holistic approach that
connects the dots among people, processes, and technology. The
company revolutionizes interactions between brands and customers
through IntouchAI, a proprietary framework that analyzes end-to-end
CX journeys to identify improvements and drive productivity,
engagement, and cost benefits with an integrated approach. The
IntouchAI solution suite includes the following:
- Laivly is an enterprise large language model (LLM)
solution that utilizes digital automation, machine learning, and
generative AI to enable team members, enhance CX, and facilitate
seamless real-time decision making and actions within support
workflows.
- Superpunch is an employee engagement app that optimizes
the agent experience, from application, scheduling, mood tracking,
performance feedback to career development.
- Catapult is an analytics and coaching platform that
provides micro-level insights on associate, team, and program
performance by leveraging customizable dashboards.
- Vision is a scalable omnichannel reporting platform that
aggregates data from various sources to deliver automated insights
and predictive analytics for insightful and informed client
decision making.
- Mosaic Languages is an innovative translation technology
that provides a more personalized experience for global customers;
removes language barriers; and increases customer satisfaction
scores, cost savings, efficiency, and speed for seasonal ramps and
unplanned spikes.
Sebastian Menutti, Industry Director – Customer Experience,
Frost & Sullivan, observed, "IntouchCX focuses on seven
ecosystems with extensive vertical depth and a solid mix of
traditional and high-growth industries spread over various sizes
(from start-ups to mature companies). By understanding each
industry's unique needs and challenges, IntouchCX can develop
customized software solutions that address industry-specific pain
points and improve CX."
IntouchCX's Omnichannel Customer Care delivers a
personalized and efficient customer support experience through
chat, email, social media, mobile services, voice, and back office.
The company's Brand Trust & Safety technology delivers user
safety, fraud detection and prevention, platform
safety and integrity, content moderation, and content curation.
Tailor-made Strategic Solutions, IntouchCX Disrupt, and IntouchNXT
enhance brand loyalty, culture, performance, and satisfaction. With
cutting-edge technologies and services, IntouchCX has earned a
solid reputation for delivering innovative and effective solutions
that cater to customers' constantly evolving needs across multiple
industries. The company is well positioned to drive the CXM space
into its next growth phase, capturing market share and sustaining
its leadership in the coming years.
"IntouchCX is differentiated by its highly diversified client
revenue mix and CX transformation capabilities. Its dedication
to excellence and innovation position it as a trusted leader in CXM
with a reputation for delivering solid business outcomes and
reliability. Furthermore, it incorporates client-centric
strategies, building strong brand equity and elevating its status
in the customer experience management market," added Menutti.
Each year, Frost & Sullivan presents this award to the
company that has developed a product with innovative features and
functionality that is gaining rapid acceptance in the market. The
award recognizes the quality of the solution and the customer value
enhancements it enables.
Frost & Sullivan Best Practices Awards recognize companies
in various regional and global markets for demonstrating
outstanding achievement and superior performance in leadership,
technological innovation, customer service, and strategic product
development. Industry analysts compare market participants and
measure performance through in-depth interviews, analyses, and
extensive secondary research to identify best practices in the
industry.
About IntouchCX
IntouchCX is a global leader in customer experience management,
digital engagement, and technology solutions. We immerse ourselves
in your world with curiosity, creativity, and innovation to deliver
exceptional results. For over 20 years, we have scaled with soul to
become a disruptive industry leader by building trusted long-term
relationships with our brand partners and empowering our people to
drive positive change. To learn more about us, visit
intouchcx.com.
About Frost & Sullivan
For six decades, Frost
& Sullivan has been world-renowned for its role in helping
investors, corporate leaders, and governments navigate economic
changes and identify disruptive technologies, Mega Trends, new
business models, and companies to action, resulting in a continuous
flow of growth opportunities to drive future success. Contact us:
Start the discussion.
Contact:
Ashley Shreve
E:ashley.shreve@frost.com
Jaime Dzikowski
Vice President, Global Brand & Communications
IntouchCX
jdzikowski@intouchcx.com
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SOURCE Frost & Sullivan