News » Concentrix calls on Cogito to boost customer experience via enhanced AI offering

Concentrix calls on Cogito to boost customer experience via enhanced AI offering

Concentrix Calls on Cogito to Boost Customer Experience Via Enhanced AI Offering

Under terms of new deal signed with Boston-headguard Cogito, Concentrix’s staff across the world are to receive training in the use of AI to optimize the overall customer experience. Under the term the partnership Concentrix, the California headquartered business service company, will establish itself as a Cogito-certified Center of Excellence, allowing its clients to benefit from working alongside its ‘emotionally intelligent’ staff. Concentrix will also give its customers access to advanced analytics services via the unique behavioral data generated by Cogito.

Commenting on the new arrangement, Concentrix president Chris Caldwell said augmenting the emotional intelligence of its already highly-skilled and compassionate staff through the use of Cogito’s AI know-how will enable the company to provide a highly effective and efficient service. For its part, Cogito’s chief growth officer Douglas Kim said the customer dialogue analysis provide by his company’s AI resources would provide agents with the kind in-call guidance that would help them be both more confident and to show greater empathy.

Read more here.

Start your
journey today

  • Independent
  • Free
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO)

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between Philippines outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 350+ podcast episodes, and a comprehensive directory with 900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.