IntouchCX Named a Major Participant in Everest Group’s Conversational AI Products PEAK Matrix® Assessment 2024

WINNIPEG, MB, August 1, 2024 /CNW/ – IntouchCX, a global leader in contact center and technology solutions, announced that it has been recognized as a Major Participant in Everest Group’s Conversational AI Products PEAK Matrix® Assessment 2024.

The company focuses on developing AI products for the customer and agent experience, which led to the creation of its automation framework, IntouchAI. A partnership with IntouchCX’s sister company, Laivly, has enabled both companies to bring innovative AI and automation solutions to market.

“Our company was founded on the merging of culture and technology, and IntouchAI is our strategic framework that addresses the growing demand for innovative, automated solutions,” said Mitul KotechaCo-CEO of IntouchCX. “IntouchAI was founded to identify key areas where automation strengthens our customer programs by driving productivity, engagement and revenue.”

The IntouchAI suite of patented and partner technology solutions transforms the entire customer experience lifecycle by adding conversational AI and automation to the entire customer and agent journey.

“Today, 100% of our agents across our 200+ customer programs are powered by AI and automation technology,” said Shane KozlowichCo-CEO of IntouchCX. “We are hyper-focused on building new AI solutions and creating more automation features for our existing products to add to our growing technology portfolio.”

IntouchAI’s comprehensive suite of technology solutions provides expertise across all stages of the customer journey – before, during and after the interaction. SIDD Spark, an AI agent assistance technology, optimizes the entire agent experience for pre-, during and post-interaction performance. Post-call tools combine Catapult, an automated coaching platform, and Vision, an insights and predictive analytics technology, to create real-time, dynamic reporting to spot trends and take action on improvements. Superpunch, an innovative employee engagement app, includes continuous improvements for agent wellbeing and supports users across all stages of their career, from recruitment, training, career development and loyalty.

IntouchAI’s solutions continually improve metrics that are critical to its clients’ programs, reducing overall customer interaction time and increasing customer satisfaction scores.

IntouchCX continues to expand IntouchAI by fostering internal innovation incubators and investing in key technology roles with over 200 technologists on staff. This enables the company to create new, disruptive technologies and collaborate with industry leaders to continue to advance the company’s frameworks and solution suites.

“IntouchCX drives innovation for enterprises looking for solutions to ensure rapid deployment, seamless integration, and advanced conversational capabilities by delivering advanced solutions that can resolve complex user queries across multiple channels, without necessarily requiring complex integrations,” said Sharang Sharma, Vice President at Everest Group. “The company’s dedication to improving user engagement and productivity, combined with continuous product innovation, has secured recognition as a Major Contender in Everest Group’s Conversational AI PEAK Matrix® Assessment for 2024.”

Everest Group’s PEAK Matrix® assessment is a proprietary framework for evaluating the relative market success and overall capability of technology and technology service providers based on performance, experience, capability and knowledge. Each service and technology provider is rated on both its market impact – measured by revenue, number of customers and annual growth – and its ability to deliver – measured by categories such as size of operation, scope, technology and innovation.

IntouchCX was previously recognized as a Major Contender in Everest Group’s Customer Experience Americas PEAK Matrix® Assessment 2023. IntouchCX has also been recognized as a Leader by the Frost Radar for Customer Experience Management in North America and as a leader in the NelsonHall 2024 Vendor Evaluation & Assessment Tool report.

About Everest Group
Everest Group is a leading research firm that helps business leaders make confident decisions. We guide clients through today’s market challenges and strengthen their strategies by applying contextual problem solving to their unique situations, driving maximum operational and financial performance and transformative experiences. Our deep expertise and persistent research focused on technology, operations and engineering through the lenses of talent, sustainability and sourcing delivers precise and actionable guidance. For more details and in-depth content, visit www.everestgrp.com.

About IntouchCX
IntouchCX is a global leader in customer experience management, digital engagement, technology, and AI & automation solutions. We set a new standard by immersing ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we’ve scaled with soul to become a disruptive leader in the industry by building trusted, long-term relationships with our brand partners and empowering our people to drive positive change. Visit intouchcx.com to learn more about us.

SOURCE IntouchCX

Jaime Dzikowski, Vice President, Global Brand & Communications, IntouchCX, (email protected)