SESTEK and ccc sign MoU to pave the way for new opportunities within the public and services sectors and improve performance of call centers with AI.
SESTEK and ccc have signed a Memorandum of Understanding (MoU) to collaborate on developing speech analytics, voice recognition, and voice AI. The strategic partnership is set to drive growth and strengthen the partners’ market leadership, creating new opportunities within the public and services sectors.
Saudi-based ccc, offers tailored customer experience services with over 6,000 agents and more than 45 clients across various industry segments. Enthusiastic about the partnership, Eng. Mansour Al Dalaan, CEO, ccc expressed, “Outsourcing the management of business processes is now more digital and potentially more powerful for providers willing to engage more strategically and collaboratively.”
Highlighting the benefits of the partnership, Stefan Carlsson, Chairman, SESTEK, said, “Our partnership with the region’s leading BPO now allows us to jointly develop AI-based tools and deliver on digital transformation initiatives for ccc’s broad client base. Clients today expect providers to attain dramatic improvements in end-user experience and efficiency metrics, such as faster service and call times, as well as positive feedback. This strategic partnership will thus pave the way for new opportunities for both organisations, as we help streamline operations and drive positive results going forward.”
AI has revolutionised the BPO industry, transforming the way businesses operate. According to Aberdeen’s The Intelligent Contact Centre study, AI-powered call centres witnessed a 2.4x increase in annual agent productivity and a 3.3x increase in annual customer retention rates. By leveraging AI, businesses can streamline call centre operations and allow agents to focus on more urgent and complex issues.
