TTEC Perform™’s AI-enabled platform for automated QA, coaching, and performance management validates AmplifAI® as the engine behind enterprise-scale CX operations
PLANO, Texas: AmplifAI, the AI-powered platform for contact center performance and CX management, today announced its technology is supporting TTEC’s global operations, contributing to performance enablement across a portion of its enterprise client base and agent population worldwide. TTEC, a leading global consulting, technology, and managed services company, recently announced the expansion of TTEC Perform™, its proprietary, AI-enabled performance ecosystem that integrates AmplifAI’s platform with TTEC’s own methodologies, workflows, and intellectual property representing a significant advancement in AI-driven performance and CX management at scale.
Enterprise brands expect high performance from their BPOs across multiple geographies. Delivering consistent high performance across global sites requires platforms that can help drive consistency and enable a performance-driven culture.
AmplifAI removes administrative burdens from operations in gathering and analyzing data to action, filling out forms, and listening to calls for QA, helping provide time back to operations to focus on people and performance. AI then augments data analytics to deliver actionable intelligence directly to the roles that need it, thus reducing variation in performance within teams, sites, and geographies while massively improving speed to action.
Delivering across hundreds of clients simultaneously, each with unique KPIs and compliance requirements, demands a unified platform purpose-built for that complexity. AmplifAI provides it, bringing together automated QA, AI-enabled coaching, performance analytics, and CX intelligence into a single system that operates at multi-client scale.
What TTEC is building with TTEC Perform™ is an enabler of an AI-driven future where BPOs enable and support both human and AI agents." - Sean Minter, CEO, AmplifAI
Results
As part of TTEC Perform™, AmplifAI’s platform, combined with TTEC’s proprietary RealSkill™ methodology, coaching frameworks, and learning ecosystem is helping deliver measurable performance improvements across select programs, including:
- 12% improvement in associate retention
- 6–8% reduction in average handle time
- 100% compliance accuracy within 60 days
- 23% increase in net promoter score
- 10% lift in sales conversion rates
““With AI and self-service continuing to take away easy customer interactions, the bar for BPOs and contact centers to deliver performance in the future is being raised, the most innovative BPOs are looking to use AI across their operations such that they are prepared for a future where we must manage both AI and human agents for enterprise brands. What TTEC is building with TTEC Perform™ is an enabler of an AI-driven future where BPOs enable and support both human and AI agents.”
- Sean Minter, CEO, AmplifAI
Beyond the Contact Center
AmplifAI’s platform has expanded beyond call center operations applying its automated QA and conversational intelligence to AI agent governance, omnichannel CX analytics, and previously unanalyzed interactions, including virtual ATM sessions, in-store service captured via body cameras, and other face-to-face customer moments that represent a largely untapped opportunity for customer insights.
About AmplifAI
AmplifAI is the AI-powered platform for contact center performance, quality, and CX management, unifying data, automated QA, coaching, performance intelligence, customer analytics, and gamification for enterprises and BPOs across financial services, healthcare, retail, and technology.
AmplifAI platform overview video and more at amplifai.com.
Contacts
Robert Cowlishaw, rcowlishaw@amplifai.com
.svg)