Cogito has announced that it has renewed its partnership with a top Fortune 25 telecommunications provider through a multi-year contract. This agreement will continue supporting over 30,000 frontline contact center representatives using Cogito's real-time AI technology. This technology provides live guidance and coaching, helping to handle intricate customer service situations, improving operational effectiveness, and enhancing both customer and employee satisfaction.
“It’s imperative for telecom providers to find new ways to innovate and diversify their business to stand out in a crowded marketplace, while still providing excellent levels of customer service. We’re honored that this organization has chosen us as a lasting, trusted partner that has proven we can help do just that. Cogito’s technology helps enrich contact center interactions and strengthen customer bonds while optimizing workflows for an unmatched competitive edge. We’re excited to help this organization reach its next level of growth,” said Mark Theall, SVP Growth, Cogito.
The integration of Cogito’s AI into the telecom’s CRM system has led to reduced average handling times and increased customer satisfaction levels. Moreover, AI technology has equipped agents with the tools necessary to not only serve customers but also to successfully engage in upselling, thereby boosting the company's revenues.
In 2023, the partnership expanded with the integration of a new Computer Telephony Integration (CTI) API developed by Cogito, designed to handle various business lines. This enhanced interface has simplified operations, enhanced collaboration across teams, and bolstered security protocols for the telecom provider.
According to a recent survey by Cogito, nearly 50% of consumers still prefer human interaction for customer services, although they are open to AI working discreetly in the background. Cogito’s approach ensures that agents remain at the forefront of customer interactions, fostering stronger connections. The AI supports agents discreetly by providing emotional, conversational, and generative AI insights, which help them manage sensitive situations, adhere to regulations in strictly controlled sectors, and maximize sales opportunities effectively.
At the end of last year, Cogito obtained additional funding to enhance its features designed to provide better assistance to contact center agents and enhance overall customer experiences.
