MIAMI – December 12, 2024 – Foundever®, a global leader in the customer experience (CX) industry, is delighted to announce that it has been chosen by TMC as a winner of a 2024 Customer Experience Innovation Award. These awards recognize best-in-class companies setting the standard in delivering exceptional customer experiences and customer interaction channels, including voice, video, messaging, email and social media. Foundever has been recognized specifically for its Conversational AI and Generative AI for Customer Service solutions.
The company’s Conversational AI delivers lifelike conversational experiences, understanding and responding to customer needs quickly with chatbots, voicebots and interactive voice responses. The service is designed to deliver lifelike conversational experiences, understanding and responding to customer needs in real time. By leveraging natural language processing (NLP) and machine learning (ML), it comprehends customer intent and responds in a human-like manner. This leads to quicker resolution of customer issues, reducing the need for live agent intervention. The results are impressive: a 35% increase in first contact resolution, responses that are 3X faster than live agents and a 49% lower cost to serve.
Similarly, the Foundever Generative AI solution offers significant benefits for customer service with its 24/7 availability, scalability and rapid issue resolution. It ensures prompt responses to inquiries, adjusts seamlessly to varying volumes without extra staffing and maintains service quality during peak demand.
“We are honored to receive the 2024 Customer Experience Innovation Award,” said Guillaume Laporte, Chief AI Officer for Foundever. “This award validates our mission to leverage AI to enhance the customer and agent experience. Our solutions are designed to provide seamless, efficient and human-like experiences across all channels, ensuring that our clients receive exceptional service at every touchpoint. We are grateful for this recognition and remain dedicated to continually improving and innovating in the CX industry.”
“Congratulations to the recipients of a CUSTOMER Magazine Customer Experience Innovation Award,” said Rich Tehrani, CEO, TMC. “The importance of providing a world-class customer experience across all channels is more important than ever. These winning companies provide standout solutions that improve customer relationships, regardless of medium. We look forward to seeing their continued innovation across social and other CX touchpoints, driving successes for their companies and clients.”
Learn more information about Foundever at foundever.com.
About Foundever®
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX. Sitel Group and SYKES are now Foundever.
Get to know us at www.foundever.com and connect with us on Facebook, LinkedIn and X.
Media contacts:
Rebecca Sanders
media@foundever.com
Camarco
foundever@camarco.co.uk