TTEC Digital partners recognized in 2023 Gartner® Magic Quadrant™ for Contact Center as a Service (CCaaS)

In its 2023 report, Gartner® Magic Quadrant™ recognized TTEC Digital Partners AWS, Cisco and Genesys. TTEC Digital is proud to partner with these technology providers in addition to award-winning providers like Microsoft, Google and more.

The Gartner Magic Quadrant™ for CCaaS offers insights to help evaluate vendors in their ability to execute as well as completeness of vision. While information like this is helpful when evaluating specific vendors, we believe that it becomes even more powerful when businesses work with a partner who understands both source and target contact center platforms and has customer experience (CX) design capabilities to guide the modernization of experience delivery.

TTEC Digital works with top technology partners to help our clients achieve the best solutions for their CX challenges – often working across multiple technologies and practices. Every client is unique and there is truly no one-size-fits-all approach for CX success. Sometimes, the best solution is a hybrid of technologies, as the following example illustrates:

TTEC Digital and Partners Help Wyoming Department of Workforce Services Increase Capacity, Services

During the COVID-19 pandemic, the Wyoming Department of Workforce Services (DWS) experienced a significant spike in citizens calling to file for unemployment insurance claims. Long hold times caused significant frustration. DWS needed an affordable and fast solution to handle the surge in demand, expand capacity and provide quality assistance.

Using Intelligent Voice Assistant (IVA), Cisco Webex Contact Center Enterprise, and Google Contact Center Artificial Intelligence (CCAI), TTEC Digital implemented cloud and automation technology to deliver timely and valuable support to Wyoming residents.

This inclusive solution resulted in immediate improvements for the DWS and the citizens it serves. The AI system successfully deflected 24% of calls, while remote agents handled 76% of the remaining calls – leading to shorter wait times and faster support when residents needed it the most.

Read the full DWS case study.

TTEC Digital Engages Multiple Practices to Help Insurance Provider Serve 1 Million More Members

With practice areas that include Artificial Intelligence, Contact Center Technology, Experience Transformation, Data and Analytics, IP Solutions, and Managed Services, TTEC Digital often leverages the strengths of multiple practice areas to create the optimal solutions for our clients. One example of this is the work we’ve done with a large insurance provider.

In preparation for a 15% increase in its member base and a migration to the cloud for contact center technology, our client was looking for rapid innovation to provide new service channels for members, providers, brokers, and states to connect in a more efficient and friendly manner​.

TTEC Digital’s Experience Transformation and Contact Center Technology teams helped the client re-imagine how they could provide service and support to their customers by identifying the best opportunities to add more self-service channels. With a strong plan in place, we then advised on and implemented the systems needed to go live prior to a quickly approaching open enrollment season.

Working in close alignment, we were able to achieve the following results for our client:

• 38% annual inbound call reduction

• 12% reduction in average handle time

• $13M Annual cost savings

Our engagement with this client continues today with IP Solutions as well as ongoing Managed Services support.

Partnership, Collaboration Are What Keep TTEC Digital Moving Forward

One of our core values at TTEC Digital is: Act as One. We believe we’re stronger when we work together and we live out this value in our relationships with our partners, our colleagues, and our clients. Acting as one – with our technology partners and across our practice areas – is one of the big ways we help our clients achieve growth and optimize the customer experience.