IntouchCX

Deliver fast, effective, and personalized experiences. IntouchAI assists agents with immediate guidance to streamline workflows and enhance quality. With AI and automation handling routine tasks, agents can focus on complex issues, while quick access to customer information enables faster resolutions. Optimize real-time interactions with IntouchAI, where AI meets CX. Learn more: https://lnkd.in/e7AHpDj6

The adage “first impressions last” holds particularly true in customer service. That first impression happens in the pre-contact phase. Pre-contact CX refers to the entirety of a customer’s experience with your company before they directly engage with a customer support agent. This phase includes interactions with websites, mobile apps, chatbots, and more. The quality of these interactions can significantly influence the overall perception of your brand and determine the efficiency of subsequent support processes. In our latest blog, we explore the significance of Pre-Contact CX, why it matters, and how leveraging AI and automation can help your business thrive in a competitive landscape. Dive in to discover how to elevate your customer experience from the very first touchpoint. 💡

Last week, we took a major step forward with the launch of our Power Path Pioneers program at our Philippines campus! 🚀🎉 This initiative is all about empowering our team to pursue their career dreams through personalized growth plans and advancement opportunities. The future is bright, and we're ready to embrace it together. Check out the highlights and see how we’re paving the way for leadership and success!

Building brand loyalty goes beyond just offering a great product. It's about truly understanding your customer's journey. From that initial interaction to the long-term relationship, every stage presents an opportunity to elevate the customer experience and foster loyalty. In our latest blog, we take a deep dive into the customer life cycle, covering everything from acquisition to upselling. Discover effective strategies to keep customers engaged and coming back for more below. 💡

Retail and e-commerce companies understand the struggle all too well: as major sales events approach, the influx of customer interactions creates a significant challenge in handling the increased workload. The conventional hiring and training processes often result in inefficiencies and higher costs. In a recent case study involving a leading beauty brand, we were able to expedite email handling and enhance productivity even before agents engaged with customers, all through the strategic use of AI and Automation. Want to read more about this success story? Download our case study today👇 https://lnkd.in/eWPjipYz

Optimize interactions before they begin. Our framework reduces inflow by offering proactive self-service solutions, minimizing the need for customer contact. Advanced automation analyzes case history, summarizes insights, and equips agents with everything they need to know upfront. Using AI for sentiment analysis, we can customize support even before engaging with the customer. Transform your pre-contact strategy with IntouchAI, where AI meets CX. Learn more here: https://lnkd.in/e7AHpDj6

Embracing Aloha Vibes and Celebrating Success! 🌸✨ At IntouchCX, we believe in fostering a workplace culture that champions both achievement and well-being. Our Aloha-themed townhall was a perfect blend of recognition and fun, where our leaders and top performers enjoyed everything from playing limbo to savoring delicious treats. A heartfelt mahalo to everyone who made this celebration unforgettable!

Relive the magic of our Endless Summer event at the Guadalajara campus! 🏓🎨🌞  From face painting and cap decorating to an epic Ping Pong Tournament, the two-day celebration was an absolute blast.  Let's keep the summer vibes going! #IntouchCXMexico

We're not waiting for the future of CX – we're shaping it. Introducing IntouchAI. Our proprietary AI and automation framework redefines how brands engage with their audience. How? By integrating advanced automation at every touchpoint of the customer and agent journey - pre, during, and post-interaction. Access the potential, where AI Meets CX. Learn more here: https://lnkd.in/e7AHpDj6

We're excited to announce that we have been recognized as a Major Contender in Everest Group’s Conversational AI Products PEAK Matrix® Assessment 2024. IntouchCX focuses on developing AI-enabled products for the customer and agent experience, which led to the creation of its automation framework, IntouchAI. A collaborative partnership with IntouchCX’s sister company, Laivly, has enabled both companies to bring innovative AI and automation solutions to the marketplace. “Our company was founded on merging culture and technology, and IntouchAI is our strategic framework that addresses the growing demand for innovative, automated solutions,” said Mitul Kotecha, Co-CEO of IntouchCX. “IntouchAI was created to identify key areas where automation strengthens our client programs by driving productivity, engagement, and revenue.” The IntouchAI suite of proprietary and partner technology solutions transform the entire customer experience lifecycle, adding Conversational AI and automation throughout the customer and agent journey. “Today, 100% of our agents across our 200+ client programs are powered by AI and automation technology,” said Shane Kozlowich, Co-CEO of IntouchCX. “We are hyperfocused on building new AI solutions while creating more automation features to our existing products to add to our growing technology portfolio.” IntouchAI’s comprehensive suite of technology solutions provides expertise in all phases of the customer journey - pre, during and post-interaction. SIDD Spark, an AI agent assist technology, optimizes the entire agent experience for performance prior to, during and post interaction. Post-call tools combine Catapult, an automated coaching platform, and Vision, a technology that provides insights and predictive analytics, to create real time, dynamic reporting to spot trends, and take action on improvements. Superpunch, an innovative employee engagement app, includes continual well-being enhancements for agents and supports users throughout all stages of their careers from recruiting, training, career development and loyalty. IntouchAI’s solutions consistently improve metrics crucial to its client programs, including a reduction in total customer interaction time and an increase in customer satisfaction scores. IntouchCX continues to expand IntouchAI by driving internal innovation incubators and investing in key technology roles with more than 200 technologists on staff. This allows the Company to create new, disruptive technologies, partnering with market leaders to continue to enhance the Company’s frameworks and solution suites. Visit our website for more information.