GBS WORLD NEWS | WEEK 2 | MAY 2022
Unintegrated and inaccessible data, too much agent complexity and slow digital adoption are the biggest barriers to customer experience (CX) and agent productivity, according to a LiveVox and Omdia study, entitled “Are Agents Ready for the New Digital Reality?”. The study surveyed 530 customer-facing agents across key verticals including retail, healthcare and financial services. One of the key findings was that only 59% of agents indicated that they had the right level of training and knowledge.
On that note, contact center agents are set to be equipped with digital and agent-assisted CX solutions in Europe through a partnership between NICE, a provider of CX products, and Deutsche Telekom Global Business, one of the region’s largest network providers. The collaboration will see the deployment of CXone portfolio of products, providing access to cloud-native CX platforms, enabling the flexible provision of frictionless, digital self-service and agent-assisted customer service.
Another CX tech-enabled product is being distributed to businesses, this time in the Middle East, through a strategic distribution partnership between SugarCRM and Redington Gulf. Redington Gulf will assist SugarCRM to extend its AI-driven CRM platform to enterprises across the region through its extensive network of 34,000 resellers and over 70 sales offices around the world, with over 15,000 customers in the Middle East alone.
Social media was a hub of laudatory messages with the announcement of US-based business process services (BPS) giant, Conduent, being named the Leader in the Everest Group Healthcare Payer Operations PEAK Matrix® Assessment 2022. According to Everest Group, some of Conduent’s key differentiating factors were its availability of multiple operational models and value-added service offerings. Conduent has also recently been recognized as a “Rising Star” in the 2021 ISG Provider Lens™ Healthcare Digital Services Report.
One of Canada’s leading debt collection firms, EOS Canada, announced its rebranding to Transworld Systems Canada Inc. following its acquisition by U.S.-based Transworld Systems Inc. (TSI). The acquisition forms part of TSI’s strategy to enter the Canadian market. TSI will introduce new capabilities to the former EOS Canada operation, including access to new capabilities, proprietary collection analytics and digital/omnichannel collections technology.
The Asia-Pacific (APAC) arm of Merkle, a data-driven customer experience management (CXM) company, has announced the appointment of John Riccio as president of Merkle APAC. Riccio has over 25 years of experience leading major digital businesses and strategic programs and has an extensive background in leading CX consulting. He will still hold his position as CEO of Merkle’s ANZ region.