As part of its commitment to customers, NTT continuously looks for ways to engage employees and deliver an enhanced customer experience. Foresight ensures Agents have the support they need to allow them to focus on connecting with the customer during the call, deliver consistent messages, improve first call resolution and drive a better overall experience.Read The Case Study
“We view Foresight as a fundamental differentiator that can help us enhance our value proposition, and it is a major driver in our growth”
— Christine Barr, CEO, Business Process Outsourcing division of NTT Ltd.
Hybrid work environment and higher expectations of Agent
Over the past few years, operating models have had to evolve to support Agents working remotely. In addition, there is an expectation that Agents will manage more complex interactions while connecting with the customer and delivering an exceptional CX.
Foresight provides real-time assistance to Agents and Team Leads (TL) to support the new operating environment. It transcribes the conversation, measures customer sentiment, and presents relevant knowledge articles to Agents all in real time and based on the actual conversation. The result is a consistent message, improved first call resolution & overall higher customer satisfaction/NPS.
Additionally, the tool offers a live seat map that mimics a physical contact center floor and allows Team Leads to monitor their team in real time. Alerts for escalated matters or caller dissatisfaction allows the TL to proactively offer support to the agent in real time via the chat function.
NTT chose ForeSight Voice Mining (hereinafter “ForeSight”) technology to help support its agents. The tool provided by NTT TX drives an enhanced employee and customer experience by leveraging advance AI technologies that provide real-time information to guide agents through client interactions: