SESTEK and ccc sign MoU to improve call centers with AI

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Key Takeaways

SESTEK and ccc signed an MoU on 3 July 2023 to jointly develop speech analytics, voice recognition, and voice AI solutions for the BPO industry.
Saudi-based ccc serves 6,000+ agents and 45+ clients, giving the partnership immediate reach into the public and services sectors across the Middle East.
AI-powered call centers achieve a 2.4x increase in annual agent productivity and 3.3x increase in customer retention rates, per Aberdeen's Intelligent Contact Centre study.
The partnership enables ccc's client base to access SESTEK's AI tools for digital transformation, focusing on faster service, shorter call times, and improved customer feedback.
The collaboration positions both organizations to unlock hidden value in call center operations, helping clients meet rising customer expectations for digital-first service delivery.

Dubai – 3 July 2023:‍

SESTEK, a leading conversational automation company specializing in AI-powered solutions for customer service, and ccc, a prominent Business Processing Outsourcing (BPO) industry leader, have signed a Memorandum of Understanding (MoU) to collaborate on developing a speech analytics, voice recognition, and voice AI. The strategic partnership is set to drive growth and strengthen the partners’ market leadership, creating new opportunities within the public and services sectors.

Saudi-based ccc, offers tailored customer experience services with over 6,000 agents and more than 45 clients across various industry segments. CEO, Eng. Mansour Al Dalaan expressed his enthusiasm about the partnership, stating: ‘Outsourcing the management of business processes is now more digital and potentially more powerful for providers willing to engage more strategically and collaboratively.”

Stefan Carlsson, Chairman of SESTEK, highlighted the benefits of the partnership, saying: “Our partnership with the region’s leading BPO now allows us to jointly develop AI-based tools and deliver on digital transformation initiatives for ccc’s broad client base. Clients today expect providers to attain dramatic improvements in end-user experience and efficiency metrics, such as faster service and call times, as well as positive feedback. This strategic partnership will thus pave the way for new opportunities for both organisations as we help streamline operations and drive positive results going forward.”

AI boosts productivity in call centers‍

AI has revolutionized the BPO industry, transforming the way businesses operate. According to Aberdeen’s The Intelligent Contact Centre study, AI-powered call centres witnessed a 2.4x increase in annual agent productivity and a 3.3x increase in annual customer retention rates. By leveraging AI, businesses can streamline call centre operations and allow agents to focus on more urgent and complex issues.

SESTEK and ccc’s partnership marks a significant milestone in the BPO industry, harnessing the revolutionary potential of AI to unlock hidden value. By leveraging advanced AI capabilities, the partners aim to empower customers in maximising the potential of their call centres, thereby improving customer outcomes and driving overall success.

Contact: marketing@sestek.com

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SESTEK and ccc sign MoU to improve performance of call centers with AI