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Insights & Resources
Insights & ResourcesExplore how technology shapes business, industry, and society.
Overview
Predictive, personalized and automated customer engagements
A core element of customer experience (CX) strategy and operational delivery is the use of artificial intelligence (AI) and robotics to automate transactions, increasing the efficiency of customer interactions. Our CX Automation solution ensures customer satisfaction by predicting intent and proactively addressing issues through AI. Bring CX automation to life and assess your capability across the required development and delivery competencies with our CX Automation Accelerator (CXAA).
We approach the automation of CX strategically and holistically. We help clarify strategy and co-innovate appropriate approaches with the organization, drawing on experience from key industries (financial services, airlines, retail) and many geographies. We then bring together the platforms, such as Genesys, and the essential surrounding capabilities, like communication links and cybersecurity, to implement effective end-to-end solutions through intelligent automation. We give organizations the ability to augment automation with human support seamlessly.
Key outcomes
Key outcomes
CX Automation
Uncover the nature and potential of automation, explore the capabilities and identify the best plan to activate.
Intelligent decision-making
Leverage data and analytics to maximize and scale artificial intelligence and automation for better decision-making and support.
Human augmentation
Place humans at the center of end-to-end CX design and operations using technology to enhance human abilities.
Increase efficiency
Automate transactions and increase customer engagement efficiency through new channels.
Positive experiences drive success
Use CX automation strategies to drive positive customer experiences and increase revenues.
Comprehensive automation
We help cover all areas of automation: natural language speech, digital channels, assisted service channels, robotic automation and AI.
Automation lifecycle management
We give organizations the ability to manage their estates through lean bots and continuously analyze performance to make improvements and maintain bots throughout the automation lifecycle.
Best-practice methodology
Established best-practice advisory methodology and automation continuum to accelerate automation.
Global, high-quality CX
Gain the ability to manage multiple automations in one area and assure quality of experience through testing to drive continuous improvement.
Success stories
Partners
Partners
Why NTT
800+
Clients managed with over 100,000 seats
800+
Clients managed with over 100,000 seats
10+ years
Delivering contact center-as-a-service (CCaaS)
10+ years
Delivering contact center-as-a-service (CCaaS)
7 billion
Customer engagements enabled each year
7 billion
Customer engagements enabled each year
24 years
Delivering expert insights with our Global CX Benchmarking Report
24 years
Delivering expert insights with our Global CX Benchmarking Report
Insights
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