TTEC and Bright Software unveil AI-enhanced learning solution to elevate contact center associate performance

TTEC Holdings, Inc, a leading global CX (customer experience) and AI technology and services innovator and Bright Software, Inc., a global leader in immersive learning and simulation technology, announced a strategic alliance to dramatically improve contact center associate performance and engagement. The alliance will combine TTEC’s global Learning & Development (L&D) managed services capabilities with Bright’s award-winning AI-powered, immersive Learning Experience Platform (LXP) capabilities.

TTEC, a pioneer in the AI-enhanced learning space, and Bright, a leader in AI-powered learning, have developed a joint solution to accelerate associate speed to proficiency, improve performance, and increase engagement and retention. The blended service and technology solution combines TTEC’s proprietary learning methodology, RealSkill, with Bright’s proven AI-enhanced delivery platform. The solution creates experiences that are customized to each individual’s unique learning profile to enhance how they acquire and master new skills. With the inception of this strategic collaboration, TTEC is currently developing learning solutions on Bright’s platform with multiple clients in healthcare, retail, and software services.

“In a rapidly evolving digital landscape, where learning is no longer confined to traditional classrooms, the demand for personalized, interactive, and effective learning solutions has surged. Our collaboration with Bright enhances TTEC’s established managed services offering, which includes AI-powered conversational bots and sandbox environments along with AI-driven learning data analysis and reporting,” said Thomas Monaghan, senior vice president of TTEC Engage. “Together with Bright, we are providing clients a blended solution that will enhance our ability to better engage the learner, drive retention, boost speed to proficiency, and improve CX performance.”

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Rob Wright, founder and CEO of Bright, shared, “TTEC has been designing and delivering AI conversation simulations for Fortune 500 companies for years. The fact that our customers are getting overnight access to a bench of over 100 experienced simulation designers is a major benefit. It’s an incredible complement to Bright’s already incredible CX and learning strategy teams.”

Bright is a leading conversation, chat, decision-making, and software simulation platform, helping Fortune 500 brands across numerous industries transform their organizations through a uniquely holistic immersive learning experience. Its mission is to put scalable practice at the center of its customers’ learning strategies, providing curated and personalized onboarding and upskilling learning journeys that enable employees to become proficient in a wide range of core job skills before interacting with live customers or systems.

“Bright has seen tremendous growth over the past two years, serving organizations with teams ranging in size from 30 to more than 100,000 associates globally. With over 20 languages supported and a growing global footprint, this partnership is perfectly timed,” said Luc Dallaire, head of growth of Bright. “TTEC’s expertise allows us to instantly scale our ability to support a growing global customer base with highly qualified domain experts in every relevant language, region, and time zone.”

SOURCE: PRNewswire