Regional TTEC Leader to Share Perspectives on Automation in Omnichannel CX at CCW Australia

Iain Banks, Regional VP of International Markets, to Discuss the Importance of Employing a Human Approach to Automation

Sydney, February 13, 2018 -- TTEC Holdings, Inc. (NASDAQ: TTEC) a global customer experience company that designs, builds and operates captivating omnichannel customer experiences on behalf of the world's most prestigious and innovative brands today announced that Iain Banks, Regional VP of International Markets, will be presenting at the upcoming Contact Centre Week Australia event, held February 14-16 in Gold Coast, Australia.

Banks, an experienced customer experience professional with a career spanning more than 18 years in the global customer experience and contact centre market, will present "Employing a Human Approach to Automation in Omnichannel Customer Experiences," on Wednesday, February 14.

"By looking at the entire customer journey and identifying the processes and situations where automation makes sense - and where it should be avoided - companies are better prepared to successfully deploy AI," said Banks. "As technologies such as artificial intelligence (AI), machine learning, and bots are implemented, one of the leading opportunities for these technologies is to enhance operations and improve automation of interactions in digital channels to positively impact customer experience."

During the presentation, Banks will share how customer-centric organizations are rearchitecting the entire service experience to automate simple transactions and free up talent to advise on more complex topics.

These best practices include:

  • Designing insight-based strategies for omnichannel journey orchestration
  • Implementation of cloud-based platforms to enable AI, knowledge management, automation and omnichannel interactions
  • Empowering frontline customer advocates and knowledge workers to deliver empathetic experiences that are personalized, relevant and valued

The company will also be demonstrating the principles shared in Banks's presentation in Booth #18 throughout the conference. Humanify Technology Platforms, now available from TTEC, delivers seamless omnichannel technology integrating voice, chat, email, SMS, co-browse, social and video within the customer experience. This robust set of omnichannel capabilities combines fluid data and insights with seamless touchpoint/channel interoperability to provide frictionless performance and continuity.

For more information on how TTEC is driving digital transformation and omnichannel customer experiences, visit https://www.ttec.com/asiapacific/newsroom/events/ccw-2018-australia.

About TTEC (pronounced t.tec):

TTEC (NASDAQ: TTEC) is a global customer experience company that designs, builds and operates captivating omnichannel customer experiences on behalf of the world’s most innovative brands. The Company provides its outcome-based customer engagement solutions through TTEC Digital which designs and builds customer experience consulting and technology solutions and TTEC Engage which operates customer care, growth and trust and safety services. Founded in 1982, TTEC partners with business leadership across marketing, sales and customer care to design and deliver a simple, more human customer experience across every interaction channel. The Company’s 49,500 employees operate on six continents across the globe and live by a set of customer-focused values that guide relationships with clients, their customers, and each other. To learn more about how TTEC is bringing humanity to the customer experience, visit ttec.com.

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