PACE recognizes Etech with Award for exceptional call center quality management program called Etech Insights
Nacogdoches, TX – April 20, 2018 – Etech Global Services is proud to announce that on April 17th, the PACE Association publicly announced Etech as the winner for the 2018 PACE Technovation Award for innovation in product and services within the industry.
Etech Global Services earned the award for their quality management program called Etech Insights. Etech Insights is innovative and unique in its approach to total quality management; providing a creative combination of people, processes and technology to deliver a remarkable customer experience that supports all facets of business.
Etech’s solution exceeds traditional quality management by combining human intelligence with artificial intelligence to capture and analyze 100% of customer interactions. This enables Etech to identify performance enhancing behaviors and voice-of-customer insights that are not easily identifiable through traditional quality management. Etech’s approach to quality is that it is not enough to simply ‘check boxes’, the strategy and focus is on reducing customer effort and improving processes to further enhance customer experience.
Etech’s Communication Intelligence Platform leverages artificial intelligence to record, transcribe and analyze phone conversations to surface insights that impact sales performance, customer sentiment, customer loyalty and compliance.
As a leading business process provider, Etech Global Services is pleased to be the recipient of the 2018 PACE Technovation Award. “The technology partnered with human intelligence allows us to deliver insights on a greater number of interactions. And while the artificial intelligence technology has streamlined the process for us, it is ultimately the human intelligence that enables this technology to create the remarkable results our customers are seeing today.” Said Etech’s Matt Rocco, President & General Manager
The Professional Association for Customer Engagement (PACE) is the only non-profit trade organization dedicated exclusively to the advancement of companies that use an omni-channel approach to engaging their customers. For both business to business and business to consumer driven organizations, these channels include contact centers, email, chat, social media, web, and text. While the Association was founded on contact center operations, the technology that fuels these businesses has advanced. PACE recognizes that the digital transformation has forever changed the way in which its member companies engage their customers. The organization is passionate about growing businesses by improving the customer experience at the point of engagement.
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 Insights 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.