Partnership has resulted in 35-50% of messaging interactions resolved with Conversational AI, 4M conversations shifted from voice to messaging, 20% reduction in cost per transaction, and up to 15% improvement in CSAT scores for joint clients
Concentrix Corporation (NASDAQ: CNXC), a leading global provider of customer experience (CX) solutions and technologies, and Quiq, the AI-powered Conversational Platform that enables brands to engage customers on the most popular messaging channels with bots and human agents, today announced that Concentrix has been named the Quiq Partner of the Year. Presented at Quiq Connect 2022, the award signifies the positive impact Concentrix has made in the digital transformation initiatives of joint clients.
“The Concentrix team is honored to be selected for this award,” said Andy Bird, Vice President of Product Strategy at Concentrix. “Our digital transformation operations expertise combined with Quiq’s digital conversation platform has enabled us to deliver results that help our clients reimagine the critical role that technology plays in CX strategy. We look forward to continuing our work together, helping companies to engage with their customers to drive efficiencies, productivity and customer loyalty.”
The strategic relationship between Concentrix and Quiq was forged to transform the contact center and the overall digital customer experience brands deliver today. The partnership drives client efficiencies by bringing together Conversational AI, digital messaging and skilled staff knowledgeable in managing digital experiences.
Concentrix and Quiq deliver business value to clients in the retail, travel and hospitality, and consumer services industries. The partnership has successfully driven digital transformation at some of the world’s most recognizable brands, as measured by:
- 35-50% of messaging interactions deflected or resolved by Conversational AI automation
- 15-25% reduction in AHT with a 10-15% improvement in CSAT (Customer Satisfaction Score)
- 20% reduction in cost per transaction through automation and digital transformation
- 4M voice calls shifted to messaging in 2021
“I am honored that Concentrix has entrusted Quiq as a partner and thrilled with the results we have achieved together. Together with Concentrix, we help brands reduce costs and improve customer satisfaction, all while orchestrating experiences that are aligned with digital first customer expectations in a world where traditional shopping and business is no longer the norm,” said Mike Myer, Quiq CEO and founder. “Concentrix’s operational expertise and Quiq’s technology is helping brands realize the value of Conversational AI and business messaging. I am looking forward to expanding our work together to help more brands understand the value of digital conversations.”
For more information on Quiq’s partnership with Concentrix, visit the Quiq website.
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