Ibex has joined forces with TPG, a customer experience analysis services platform, to incorporate Anna, TPG's artificial intelligence (AI) communications evaluation platform, into Ibex's Wave X platform. This integration aims to bring about advanced quality automation, enhance customer experiences, and boost agents' performance to a higher level.
Anna possesses the ability to swiftly and accurately analyze communications with a high level of sophistication and scalability. In fact, it can assess as many as 15,000 percent more interactions than a human analyst while maintaining comparable levels of accuracy.
“We are excited to team up with TPG to deliver cutting-edge AI-based quality automation for our clients. This partnership is a game-changer, enabling ibex to enhance agent performance, drive greater customer satisfaction and optimize customer interactions. With TPG’s Anna, we can now analyze every customer call and chat to deliver extraordinary insights and unparalleled solutions for our clients,” said Jim Ferrato, CIO, ibex.
Ibex's Wave X package comprises services such as Business Intelligence, Customer Journey Mapping, Value Stream Mapping, and Customer Complexity Analysis.
“TPG is delighted to partner with ibex to leverage Anna’s 25 years and 180 million interactions worth of accumulated knowledge measuring sentiment and resolution from the customer’s perspective to deliver actionable insights and solutions. This partnership will revolutionize the CX world. Combining ibex’s industry-leading solutions with Anna’s ability to provide rich data and valuable customer insights will enable business to take meaningful action quickly and at scale,” said Lisa DeFalco, the Founder and CEO of TPG.
Ibex aims to transform the landscape of customer and brand interactions by seamlessly blending contact center services with AI-powered technologies. Innovation driven by collaborations with technology partners plays a pivotal role in their strategy to bring about the future of enhanced customer and employee experiences. The company's partnerships with Genesys and Krisp represent other examples of realizing this strategy.
