TTEC has partnered with Bright Software to enhance the performance and engagement of contact center associates. This collaboration leverages TTEC’s extensive global expertise in Learning & Development (L&D) managed services alongside the sophisticated AI capabilities of Bright’s Learning Experience Platform (LXP).
"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. 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," said Thomas Monaghan, Senior Vice President of TTEC Engage.
The two companies have developed a joint comprehensive service and technology offering that melds TTEC’s bespoke learning approach, RealSkill, with Bright's platform's advanced AI-driven functionalities. Designed to be highly personalized, the solution tailors learning experiences to the individual needs of each associate, accelerating their learning curve, enhancing performance, and boosting both engagement and retention.
TTEC is deploying this innovative learning solution on Bright’s platform for multiple clients in sectors such as healthcare, retail, and software services.
Bright’s platform aims to revolutionize organizational learning by offering immersive, practice-centric learning experiences designed to ensure that employees are well-versed in essential job skills. The company has also recently expanded its partnership with InMoment to create an integrated AI-powered upskilling application.
"TTEC has been designing and delivering AI conversation simulations for Fortune 500 companies for years. The fact that our customers are getting overnight access to a bench of over 100 experienced simulation designers is a major benefit. It's an incredible complement to Bright's already incredible CX and learning strategy teams," said Rob Wright, Founder and CEO of Bright.
Elsewhere, TTEC Digital has introduced a new solution - TTEC Digital Contact Center Intelligence powered by AWS - that allows organizations to seamlessly integrate AI and machine learning capabilities from AWS into their current contact center systems.
