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TTEC Holdings and Bright Software Partner for AI-Powered Agent Learning

By Tracey E. Schelmetic May 03, 2024

In the contact center, one of the most challenging pursuits involves training agents sufficiently to represent the company on the phone. (After all, no one wants to let loose untrained agents or customers.) Once upon a time, this would necessitate days of classroom-based training. Increasingly, however, companies are turning to new technology and e-learning experiences that are faster, more intuitive and much more personalized.

Business process outsourcing (BPO) and customer experience (CX) solutions company TTEC Holdings, Inc. and learning and simulation solutions provider Bright Software, Inc. recently announced strategic alliance to improve contact center associate performance and engagement. The alliance will see the combination of TTEC’s Learning & Development (L&D) managed services capabilities with Bright's AI-powered, immersive Learning Experience Platform (LXP) capabilities.

TTEC offers solutions in the AI-enhanced learning space, and Bright provides AI-powered learning. Together, the companies have developed a joint solution to accelerate call center agents’ speed to proficiency while improving performance and increasing engagement and retention. The blended service and technology solution combines TTEC's proprietary learning methodology, RealSkill, with Bright's AI-enhanced delivery platform. The solution was designed to create experiences customized to each agent’s learning profile to enhance how they acquire and master new skills. With the collaboration, TTEC is currently developing learning solutions on Bright's platform with multiple clients in healthcare, retail and software services.

"In a rapidly evolving digital landscape, where learning is no longer confined to traditional classrooms, the demand for personalized, interactive, and effective learning solutions has surged,” said Thomas Monaghan, Senior Vice President of TTEC Engage. “Our collaboration with Bright enhances TTEC's established managed services offering, which includes AI-powered conversational bots and sandbox environments along with AI-driven learning data analysis and reporting. Together with Bright, we are providing clients a blended solution that will enhance our ability to better engage the learner, drive retention, boost speed to proficiency, and improve CX performance."

Edited by Alex Passett
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