Leading analyst firm HfS Research has named global high-value services provider Concentrix into the "As-a-Service Winner's Circle" for its contact centre operations and strategy, insights, automation and the use of digital platforms.
The inaugural "HfS Customer Contact Operations Blueprint Report" ranked 18 service providers and placed only three in the "As-a-Service Winner's Circle" based on superior execution, innovation and embodiment of the eight "As-a-Service" ideals established by the research firm. Concentrix is one of the three firms.
"Concentrix is different by design and this recognition is a testament to our approach that leverages innovation, automation and investment to drive superior business outcomes for our client partners and the evolution of the As-a-Service marketplace," Chris Caldwell, Concentrix president, said in a statement.
In terms of account management, the report said, "Concentrix clients laud its focus on implementing feedback into operations and developing a high level of trust within the account management structure".
The report also cited a case study in which Concentrix applied automation to data input and agent desktop processes for a multinational technology client, automating 93 percent of a key process workflow that reduced average handle time from 45 to 20 minutes.
"Concentrix demonstrated a blend of operational excellence and forward thinking," said Melissa O'Brien, research director, contact centre and omnichannel operations and BPO, HfS.
--IANS
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