Clear Tech

BACKGROUND

Please describe your company and position.

I am a Director of TTEC

Describe what your company does in a single sentence.

For over 40 years, through our customer experience BPO, technology, consulting, and analytics services, we deliver optimized customer care, tech support, sales, AI operations, and trust and safety solutions. We help companies continuously optimize CX and business outcomes to deliver the highest customer satisfaction at the lowest cost of conversation.

OPPORTUNITY / CHALLENGE

What specific goals or objectives did you hire Clear Tech to accomplish?

• WFM Automation (WFA)

SOLUTION

How did you find Clear Tech?

• Referral
• Other

Why did you select Clear Tech over others?

• High ratings
• Great culture fit
• Good value for cost
• Referred to me
• Company values aligned

How many teammates from Clear Tech were assigned to this project?

6-10 Employees

Describe the scope of work in detail. Please include a summary of key deliverables.

Clear Tech provided consulting and ultimately developed a custom AI, rule based automation. The application compares schedule data with real time switch data feeds and exceptions from workforce management systems. Based on user defined rules it takes exception add/edit/delete actions and/or notifications into agents, team leaders or command center teams. The system incorporates data from multiple systems, dealing with multiple feed formats and API feeds in a very diverse ecosystem.

RESULTS & FEEDBACK

What were the measurable outcomes from the project that demonstrate progress or success?

• The development generated significant savings on resources used to manually perform the work in the past but the biggest benefits were on increased frontline agent productivity. 
• The application was able to identify more (all) behaiviors in need to be addressed, was faster at having that behavior addressed and ultimately getting resources into a productive status. 
• Scope was over 20K contact center agents in multiple geos.

Describe their project management. Did they deliver items on time? How did they respond to your needs?

• Clear Tech PM team was rigorous in their communication but also proactive. 
• Scope, timeline and budget were all kept in check and successully met at or above expectations.

What was your primary form of communication with Clear Tech?

• Virtual Meeting
• Email or Messaging App

What did you find most impressive or unique about this company?

• Clear Tech had resources with unique skills and experience with the contact center systems that were used. 
• They provided a creative to develop from concept to a friendly user interphase. 

Are there any areas for improvement or something Clear Tech could have done differently?

With the great results delivered, we would've liked to see Clear Tech consider submitting the tool for awards or showcasing it to WFM associations as a best practice.