SESTEK, ccc to improve call center performance with AI
DUBAI, UAE — Conversational automation firm SESTEK and Saudi-based business processing outsourcing (BPO) leader ccc have inked a Memorandum of Understanding (MoU) to advance the development of speech analytics, voice recognition, and voice AI.
This partnership is set to bolster both companies’ market leadership and stimulate growth, opening new opportunities in the public and services sectors.
Stefan Carlsson, Chairman of SESTEK, underlined the mutual benefits, stating that the partnership would enable the joint development of AI-based tools and facilitate digital transformation initiatives for ccc’s diverse client base.
“Clients today expect providers to attain dramatic improvements in end-user experience and efficiency metrics, such as faster service and call times, as well as positive feedback,” says Carlsson. “This strategic partnership will thus pave the way for new opportunities for both organizations, as we help streamline operations and drive positive results going forward.”
With over 6,000 agents, ccc provides customer experience services to over 45 clients across various industries.
“Outsourcing the management of business processes is now more digital and potentially more powerful for providers willing to engage more strategically and collaboratively,” ccc CEO Mansour Al Dalaan explained.
The influence of AI on the BPO industry is substantial, as it redefines operational processes. Aberdeen’s study indicates AI-powered call centers observed a 2.4x growth in agent productivity and a 3.3x rise in customer retention annually.
