The executive level leadership's unwavering focus on innovation pays off
São Paulo - December 18, 2014: Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan recognizes Next IT with the 2014 Latin America Frost & Sullivan Award for Competitive Strategy Innovation. Next IT has clearly demonstrated its commitment to innovation through the use of a natural language interface and artificial intelligence-based responses to create virtual contact center agents (VAs).
The company's natural language platform, Alme, is multi-modal and multi-channel and supports multiple languages. In addition, it allows users to interact with the company through talking, typing, or tapping and generates accurate answers from industry-leading virtual assistants. Next IT's solution caters to many different types of industry verticals, such as healthcare, travel, insurance, high tech and media, finance, retail, and government.
Next IT has delivered Alme, for global brands such as Alaska Airlines, Aetna, Charter Communications, Intel, and the U.S. Army. In Latin America, the company developed VAs in Brazil for a leading airline company, TAM Airlines, in July 2013 and will launch the solution for two big companies in the insurance and financial industries by early 2015.
"Next IT's technology successfully emulates a human being and serves customers through context recognition, allowing the VA to recognize the channel a request is originating from in order to maintain a conversation as a human would," said Frost & Sullivan Industry Analyst, Maiara Munhoz. "In its first project in Latin America with TAM Airlines, the company's VA has answered more than 16 million questions and, along with other TAM website improvements, has been able to achieve a 33% call reduction to the call center."
TAM Airlines (TAM), the biggest airline company in Brazil, searched for Next IT's solution in order to improve its online customer experience, provide online support to customers by avoiding contacts in the existing channels such as e-mails and call centers, and increase online sales conversion rates by providing superior customer support during the shopping process. The company had realized that 49% of their customers, who contacted the call center, had already made an attempt to either find information or solve their problems through the website. Thus, with improved service offerings through the website, the volume of requests going to the call center consequently decreased.
"The implementation of the solution is very easy, as the technology and the intelligence behind it are ready and the technical integration with customers' websites is very simple, no matter how complex one of those websites might be." noted Munhoz. "Security implementation, advisory, and consultancy on the VA (for example, advice on the persona, the construction, and the avatar's format) following a best practices guide are all part of the service provided by Next IT to its clients."
Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in product strategies, whether it is product quality, price/performance value, product differentiation or breadth of product line. The award recognizes the company's inordinate efforts and focus on leveraging product strategies to differentiate from competitors based on innovation and creativity.
Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research.
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