frost & sullivan We recently researched the Customer Experience Management (CXM) industry and based on our findings: IntouchCX Winner of the 2024 North American Technology Innovation Leadership Award. IntouchCX is a global customer experience and technology company disrupting the CX market through a unique, data-driven, brand-specific approach. The company provides CXM, reliability and safety, automation, and digital CX consulting solutions to transform employee and user experiences for clients across multiple global industries. The company's robust portfolio of products and services enhances customer and brand interactions by enabling seamless, hassle-free and memorable interactions through omnichannel support.
IntouchCX's innovative technology seamlessly blends accuracy, speed, and quality to deliver exceptional customer interactions that exceed industry standards. Specifically, the company advances the areas of automation, engagement, and insights under its Artificial Intelligence (AI) and Automation segment. IntouchCX takes a holistic approach that connects the dots between people, process, and technology, with a focus on the areas of AI and automation. Through his IntouchAI, a proprietary framework that analyzes the end-to-end CX journey, identifies areas for improvement, and drives productivity, engagement, and cost benefits with an integrated approach, the company leverages the It's revolutionizing interactions. The IntouchAI solution suite includes:
- lovely is an enterprise large-scale language model (LLM) that leverages digital automation, machine learning, and generative AI to empower team members, enhance CX, and drive seamless real-time decisions and actions within support workflows. It's a solution.
- super punch is an employee engagement app that optimizes the agent experience from applications, scheduling, mood tracking, performance feedback to career development.
- catapult is an analytics and coaching platform that leverages customizable dashboards to provide micro-level insights into employee, team, and program performance.
- vision is a scalable omnichannel reporting platform that aggregates data from disparate sources and delivers automated insights and predictive analytics that enable insightful and informed client decision-making.
- mosaic language Innovative translation technology that provides a more personalized experience for customers around the world. Remove language barriers. It also improves customer satisfaction scores, cost savings, efficiency, and speed against seasonal and unplanned spikes.
Sebastian Menutti, Industry Director, Customer Experience, Frost & Sullivan: By understanding each industry's unique needs and challenges, IntouchCX can develop customized software solutions that address industry-specific pain points and improve CX. ”
IntouchCX's omnichannel customer care delivers a personalized and efficient customer support experience across chat, email, social media, mobile services, voice, and back office. The company's Brand Trust & Safety technology enables user safety, fraud detection and prevention, platform safety and integrity, content moderation, and content curation. A bespoke strategic solution, IntouchCX Disrupt, IntouchNXT improves brand loyalty, culture, performance and satisfaction. With cutting-edge technology and services, his IntouchCX has earned a solid reputation for delivering innovative and effective solutions that meet the ever-evolving needs of customers across multiple industries. The company is well-positioned to take the CXM space to its next phase of growth, gain market share, and maintain its leadership for years to come.
“IntouchCX is differentiated by our highly diversified client revenue mix and CX transformation capabilities. Our dedication to excellence and innovation has earned us a reputation for delivering solid business results and reliability. We have established ourselves as a trusted leader in CXM. Additionally, we have incorporated a customer-centric strategy, building strong brand equity and increasing our position in the customer experience management market.” added.
Each year, Frost & Sullivan presents this award to a company that has developed a product with innovative features that has rapidly gained market acceptance. This award recognizes the quality of our solutions and the improved customer value they deliver.
The Frost & Sullivan Best Practices Awards recognize companies that have demonstrated outstanding achievements and superior performance in leadership, innovation, customer service, and strategic product development in a variety of regional and global markets. Industry analysts compare market participants, measure performance, and identify industry best practices through in-depth interviews, analysis, and extensive secondary research.
