Startek, a digital-first global customer experience (CX) solutions provider, announced its Startek Interaction Analytics solution was named winner of the 2024 People’s Choice Stevie® for Favorite New Products in the AI – Other category of The 22nd American Business Awards®.
The People’s Choice Stevie Awards for Favorite New Products are a feature of The American Business Awards in which the general public can vote for their favorite new products and services of the year. More than 12,000 votes were cast in people’s choice categories this year. All new products and services nominated in the ABAs’ new product categories were included in people’s choice voting.
“We are honored to receive this prestigious Stevie Award, which highlights our dedication to innovation and excellence in customer experience,” said Startek Chief Growth Officer Abhinandan Jain. “Startek Interaction Analytics represents a significant advancement in our ability to deliver actionable insights and improve service quality. This recognition reflects our team’s expertise and commitment and we look forward to setting new standards in customer experience solutions and empowering our clients to elevate their customer interactions.”
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Launched in March 2023, Startek Interaction Analytics is a powerful AI-powered solution that leverages machine learning to analyze customer interactions and identify key business insights. This holistic solution goes beyond voice calls, offering a modular platform with several key functionalities:
- Speech Analytics: Utilizes advanced algorithms, including natural language processing (NLP), to analyze spoken language. This identifies customer frustration, dissatisfaction and common pain points, enabling targeted improvements in agent performance and customer satisfaction. It also ensures compliance and identifies skill gaps and cross-selling opportunities.
- Text Analytics: Analyzes written data from media posts, customer reviews, emails, and surveys. Using NLP techniques, it extracts meaningful insights and patterns to deliver similar benefits as speech analytics.
- Desktop and Process Analytics: Uncovers areas for improvement in agent productivity and customer experience by collecting and analyzing data on application usage and time spent on tasks.
- Experience Management: Works across the entire customer experience journey, from data collection and analysis to experience improvement and monitoring. This ensures sustained improvements and consistently high customer satisfaction (CX).
Startek Interaction Analytics has demonstrably improved CX since its launch. Though exact numbers are confidential, the solution achieved a significant 3x increase in sales conversion and a 25% improvement in first-call resolution. Customer satisfaction metrics including higher post-call survey adherence and overall also significantly improved task efficiency.
SOURCE: PRNewswire