AI: Augmenting CX in Call Centers with People, Process, & Technology

Nacogdoches, TX – September 27, 2017 – Etech Global Services is gearing up to host another interactive workshop to share ways to move customer experience forward in contact centers. With a couple weeks left before the event, Etech is ready to showcase Machine Learning and Artificial Intelligence-Moving CX Forward at Call Center Week *FALL* 2017.

During CCW *FALL* 2017, Etech will share insights on how Artificial intelligence (AI) is an active player in our daily life especially in contact centers. Artificial Intelligence helps contact centers transform data into insights. The discovery of this data helps in a variety of metrics when measuring a contact center’s productivity and effectiveness.

Additionally, the insights discovered from analyzing customer interactions helps in training agents to deliver outstanding customer service. With the help of AI, contact centers can learn patterns from agent performance, break down positive/negative customer interactions, and create a full analysis of an entire team’s performance. AI helps agents anticipate customer needs, meet customer expectation, and create an overall high quality customer experience.

“AI will continue to create an increasing buzz in the years to come. With continued advancement in this field and proper utilization, AI will help call centers improve their relationship with customers and bring it to the next level. People, processes, and technology make a big difference to automated Quality Monitoring Systems. Investing in AI technology will help your business thrive by delivering great customer experiences” said Etech’s President, Matt Rocco.

During the workshop, Etech’s Chief Customer Officer, Jim Iyoob, will dive deeper into utilizing Machine Learning and Artificial Intelligence in a contact center. The audience can expect to leave Etech’s workshop with a full understanding of the following topics:

  1. How Machine Learning helps in enhancing CX?
  2. How AI will enhance call center performance and not replace Humans?
  3. How Machine Learning and AI enable continuous improvement through data?
  4. How AI in call centers correlates large volume of data sets in a way human would not be able to accomplish?
  5. How AI generated customer behavioral patterns ensures customer satisfaction and sales acceleration?

In addition to facilitating the workshop, Etech will demonstrate their QEval – Quality Analytics software solution and ICE – Integrated Customer Engagement Chat & Email platforms. The participants and attendees are encouraged to visit Etech Global Services Booth #29 to get firsthand experience of Etech’s quality monitoring solutions.

About Etech Global Services

Etech Global Services is a leading provider of customer engagement solutions for many of the world’s most trusted brands. They trust Etech with their most precious assets – their customers. Why? Because Etech’s commitment to continuous improvement, next generation technology, and empowering people results in a solution that drives customer experience and reduces effort. Voice, quality monitoring, chat, social media, and email, Etech is here to communicate with your customers when and how they choose.

Etech believes in making a remarkable difference for you and your customers. Etech’s industry-leading technology services, like Etech Monitoring Solutions (EMS) division, provide you with analytics and insights into your customer interactions. Etech’s services enable you to enhance customer experience, increase sales results, meet all corporate governance requirements, and obtain a competitive edge over your competition allowing you to increase market share.


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