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CX customer wins and case studies

Customer Wins for Pegasystems, MeBeBot, Algonomy, DigitalWell, Centrical, TTEC Digital

CX Partnerships Help First Federal Credit Union, IGT, Gourmet Egypt, itel, and KCH

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Pegasystems Deploys Financial Services Software at First Federal Credit Union

Pegasystems, the provider of a low-code software platform headquartered in Cambridge, Massachusetts, is reporting success in the deployment of its artificial intelligence (AI)-powered customer relationship management (CRM) software at First Tech Federal Credit Union, the country’s ninth largest credit union. The software, Pega Customer Service for Financial Services, is helping enhance member and employee experiences (EX) while also enabling First Tech to reduce manual processes, freeing employees to close cases more quickly and spend more time with credit union members.

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Using Pegasystems, San Jose, California-based First Tech has been able to streamline processes, consolidating four different back-office systems, automating workflows, and reducing process times. Agents describe better experiences too, with average call handling times cut by 40%. And a fully dedicated Pega Center of Excellence has been set up to encourage a culture of innovation with proper oversight and guidance across the company. Pega software is also used in 18 of the world’s top 25 banks to help forge customer relationships and accelerate digital transformation.

In future phases, First Tech plans to automate more processes for customer service agents and members to continue providing new value. The credit union expects to realize a multimillion-dollar IT infrastructure cost savings over the course of four years by sunsetting legacy systems.

MeBeBot Deploys AI Intelligent Assistant at IGT

When intelligent assistant provider MeBeBot installed its AI chatbot on the premises of International Game Technology (IGT), the Las Vegas-based gaming and gambling company, the results were striking and immediate.

IGT delivers gaming experiences for players across all channels and regulated segments—from lotteries and gaming machines to sports betting and digital. The company’s People & Transformation team (P&T) supports approximately 10,500 global employees via a centralized HR services center, which for years has responded manually to questions on HR, benefits, and payroll submitted by employees during normal business hours. The P&T team, however, was seeking a new approach to transforming its employee services to provide real-time 24/7 self-service support from both mobile and computer devices.

Adopting MeBeBot and its AI chatbot as the solution, IGT was able to build on the opportunities for self-service, launching within the Microsoft Teams environment in less than six weeks. Upon implementation, more than 770 questions were enabled across 30 countries, with over 2,400 questions answered in the first month. The P&T team has also found it easy to update answers to policies, procedures, and programs when needed. And using the feedback functionality of the solution, the MeBeBot customer success team has been instrumental in training the AI chatbot for more than 90% accuracy of answers and overall employee and P&T team satisfaction.

Austin, Texas-based MeBeBot is an intelligent assistant that provides 24/7 global employee support for HR, IT, and Operations, answering 80% of employees’ most asked questions within the existing flow of work in a Microsoft Teams, Slack, or web portal environment. The MeBeBot solution includes a curated knowledge base that is quickly and easily edited to reflect the customer’s unique culture and environment. With a crowdsourced approach to training the AI data model, MeBeBot ensures that employees receive timely and accurate information during times of significant workplace change.

Algonomy Partners with Gourmet Egypt

Algonomy, the San Francisco-based provider of an algorithmic customer engagement platform powering digital-first strategies for retailers and brands, is teaming up with Gourmet Egypt to deliver a more connected and personalized digital shopping experience for customers of the high-end food retailer.

Gourmet Egypt will leverage the Algonomy Personalization Suite to provide customers with tailored product recommendations, content, search experiences, and category listings on Gourmet Egypt properties and channels, including the food retailer’s website, mobile app, and email interactions, in both English and Arabic. The Algonomy Personalization Suite comprises the four modules of Recommend, Engage, Find, and Discover to implement end-to-end personalization for the customer.

Among the features provided, Recommend will help the retailer deliver personalized product recommendations to both new and returning shoppers, with a decisioning engine that selects the best recommendation strategy for each customer and their current context. Find, the self-learning search platform, delivers unique and contextual search results based on a shopper’s intent and real-time behavior on the site. Find also supports more than 1 million search requests per month with a catalog of over 50 attributes per product per brand. Engage drives personalized content and offers based on the buying journey stage of the customer. And Discover re-sorts the product display and category pages in real time, instantly matching a shopper’s current and past preferences as they browse.

“Our mission is to help our customers enjoy lovingly made food and ingredients that enhance their lives,” says Hatem Moghazi, chief technology officer (CTO) at Gourmet Egypt. “With the Algonomy Personalization Suite, we’re able to deliver individualized experiences that enrich customer journeys, increase engagement, and encourage our customers to keep coming back for more.”

DigitalWell and Centrical Collaborate on Deal with CX Provider itel

DigitalWell and Centrical have teamed up to sign a two-year contract with Caribbean CX company itel to upgrade its customer service systems.

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The transaction, worth an estimated €750 million (about $751.2 million), calls for unified communications firm DigitalWell to deploy Centrical’s employee success platform, which blends AI and advanced gamification with personalized micro-learning, real-time employee performance management, adaptive coaching tools, and well-being strategies. DigitalWell will also provide support to itel with an ongoing managed services contract. 

The improvements will support itel’s continued expansion throughout the Americas and beyond, following the successful office expansion of itel in Jamaica, St. Lucia, Honduras, and Guyana, says Yoni Epstein. Working with people-first companies like DigitalWell and Centrical enables itel to provide the highest standard of employee engagement, which correlates to delivering optimal customer service, enabling itel to meet our business objectives and grow,” Epstein adds.

TTEC Digital is the Choice of KCH in UK for Its Digital Transformation

Global CX provider and Microsoft development partner TTEC Digital has been selected by King’s College Hospital (KCH) Interventional Facilities Management in the UK to enable its digital transformation. In its selection, KCH cited TTEC Digital’s strong Microsoft credentials, deep healthcare expertise, and decades of experience in delivering world-class digital solutions on the Microsoft Dynamics platform as the main reasons for moving forward with the digital initiative, enabling KCH to achieve operational efficiencies and provide optimal patient experiences.

A division of CX technology and services firm TTEC Holdings, TTEC Digital delivers digital transformation solutions for CX through the orchestration of customer data, analytics, technology, and automation solutions. The company is a long-time Microsoft Gold Partner and for the sixth consecutive year was recently named Microsoft’s Inner Circle partner for its cloud, business applications, analytics, and AI solutions. TTEC Digital was also named the global Dynamics 365 Marketing 2021 partner of the year and Dynamics 365 Customer Insights 2021 finalist.

KCH is a limited liability partnership owned by Kings College Hospital NHS Foundation Trust in the UK, supplying healthcare support services, and partnering with healthcare providers in its mission of caring for patients. All profits are reinvested in the United Kingdom National Health Service (NHS).

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