Global customer experience solutions firm Concentrix has been named the Quiq Partner of the Year. The award presented at the Quiq Connect 2022 signifies the impact Concentrix has made in the digital transformation initiatives of joint clients.
“The Concentrix team is honored to be selected for this award,” said Andy Bird, VP of Product Strategy at Concentrix.
“Our digital transformation operations expertise combined with Quiq’s digital conversation platform has enabled us to deliver results that bolsters Concentrix’s position as a leading BPO. We look forward to continuing our work together helping companies to engage with their customers in a whole new way to drive efficiencies, productivity and customer loyalty.”
Quig is an AI-powered conversational platform that enables brands to engage customers on the most popular messaging channels with bots and human agents.
The strategic relationship between Concentrix and Quiq was forged to transform the contact center and the overall digital customer experience brands deliver today. The partnership drives client efficiencies by bringing together Conversational AI, digital messaging and skilled staff knowledgeable in managing digital experiences. Concentrix clients understand digital transformation is about more than just the customer experience, but also the agent experience. Concentrix and Quiq allow brands to reduce friction in digital channels, save costs, and improve CSAT, while providing ease of use for agents.
Concentrix and Quiq deliver business value to clients in the retail, travel and hospitality, and consumer services industries. The two companies formed a strategic relationship to transform the contact center and the overall digital customer experience brands deliver today. This joint partnership drives client efficiencies by bringing together Conversational AI, digital messaging and skilled staff knowledgeable in managing digital experiences.
The partnership has successfully driven digital transformation at some of the world’s most recognizable brands, as measured by:
- 35-50% of messaging interactions deflected or resolved by Conversational AI automation
- 15-25% reduction in AHT with a 10-15% improvement in CSAT (Customer Satisfaction Score)
- 20% reduction in cost per transaction through automation and digital transformation
- 4M voice calls shifted to messaging in 2021
“I am honored that Concentrix has entrusted Quiq as a partner and thrilled with the results we have achieved together. Together with Concentrix, we help brands reduce costs and improve customer satisfaction, all while orchestrating experiences that are aligned with digital first customer expectations in a world where traditional shopping and business is no longer the norm,” said Mike Myer, Quiq CEO and founder.
“Concentrix’s operational expertise and Quiq’s technology is helping brands realize the value of Conversational AI and business messaging. I am looking forward to expanding our work together to help more brands understand the value of digital vs voice conversations,” he added.