Everest Group 2024 CXM Services PEAK Matrix Assessment — Americas

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Contact Center Management

End-to-end capabilities meticulously designed to optimize every facet of your customer experience (CX) operations.

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solution contact center management

  • Gain efficiencies

    With data driven insights, we help your business achieve newfound efficiencies, reducing operational costs and enhancing overall performance.

  • Improve customer satisfaction

    Personalized strategies and seamless omnichannel experiences work harmoniously to enhance customer engagement and promote loyalty.

  • Drive innovation

    We infuse cutting-edge technologies and industry best practices into your CX framework to ensure that your brand remains at the forefront of innovation.

Unlock value and achieve operational excellence

End-to-end capabilities meticulously designed to optimize every facet of your customer experience (CX) operations.

  • Workforce Management Solutions

    Engaged and inspired employees are the heart of our workforce management services. Delivering scalability and cost savings, essential service functions include:

    • Workforce optimization consulting
    • Forecasting and planning
    • Reporting analysis

  • Learning Excellence Solutions

    Transform learning from a passive experience to an active engagement featuring a variety of training methodologies for maximum subject matter retention. Our services include:

    • Knowledge base consulting
    • Learning design and development
    • Managed learning services

  • Customer Analytics

    Transform data into business opportunities by diving deeper and gathering valuable intelligence from thousands — even millions — of customer interactions.

    • Speech analytics
    • Text analytics
    • Customer journey analytics

Insights

Learn more about our CX Managed Services

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