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BPO Contact Centres and AI: Taking Giant Strides in 2022

It certainly would be no overstatement to say that AI (Artificial Intelligence) has propelled the contact centre industry in recent times. Take this for an example: all of the simple requests can be taken
care of using automated answers. The users can select the issues they are facing from a wide
set of options. Business Process Outsourcing providers

Those who provide BPM services would be well aware of the fact that AI has contributed
immensely to the contact centre industry. Problem solving and customer management has
become easier and convenient. Customers can now get their problems and issues sorted by
interacting with people on discussion forums as well.

Here is how AI is helping the contact centre industry:

Better Customer Management
A customer’s service history can be viewed by the contact centre agent at any given point with AI.
Since everything is computerised, there is no room for errors. Each of the customers is provided
with an agent depending upon his/her requirement. Plus, if your issue is small-scale (easy to
solve), then AI would provide you with a set of answers depending upon the answers you
provide. So, it can be said that automation has made life simpler for everybody.

Everything is on Record
Yes, everything is kept on record. This means the contact centre agent will be able to revisit
your history whenever he/she wants. In this way, you will not be able to explain the situation to
the agent if the problem strikes again. The agent can easily go back to your case history
in order to understand your problem. This is where AI comes in really handy.

It won’t be misused in any manner.
Nothing goes off the record. All of your data will remain safe in the hands of a contact centre
agent. This means the data you provide is not shared with anybody. Also, customised
solutions are provided after recording your answers (through AI). After the responses are
analysed, a contact centre agent is assigned to the case in order to assist you. This is how
Business Process Outsourcing (contact centre) providers handle customers and clients.

At iSON Xperiences, our aim is to provide our customers with the best after-sales services
(assistance). Our company works across a wide set of verticals and disciplines, including energy,
entertainment, media and more. Get in touch with us right away to explore unmatched
customer experience management and satisfaction. In short, business process outsourcing and
management is best experienced with us.

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iSON Xperiences

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iSON Xperiences Wins BPO Company of the Year Award in Ghana

We’re excited to share some fantastic news! iSON Xperiences has been named BPO Company of the Year at the prestigious Ghana – West Africa Business Excellence Awards. These awards recognize outstanding businesses and individuals across the region. Winning this award is a huge accomplishment and a true testament to all your hard work and dedication. The Ghana – West Africa Business Excellence Awards recognize businesses that significantly contribute to the development of various sectors. They celebrate industry excellence, set benchmarks for success, and reward innovative ideas that push boundaries. This year’s win highlights iSON Xperiences commitment to quality, innovation, and exceptional customer service. It also acknowledges our dedication to social responsibility within the industry. Being named BPO Company of the Year brings several benefits. It helps build trust with potential clients, strengthening our market position and establishing us as a leader. This recognition also boosts employee morale, making iSON Xperiences an even more attractive place to work and helping us attract top talent. The award selection process is based on an independent survey that considers factors like the quality of our services, the innovative ideas we bring to the table, how well we care for our employees and the environment, and most importantly, our commitment to exceeding customer expectations in everything we do. A huge thank you goes out to Stephen Asare (Operations Head), Michael Agyapong (HR Head), Eleazer Okoto (IT Head), Kwame Usman (Asst. Manager Operations), Louisa Ankumah (Team Lead), Nancy Armah (Team Coach), Nnamdi Ekechi (WFM Head), Agniswar Biswas (Quality/Training Head), Punit Arorah (Country Head), and of course, the entire iSON Xperiences team. This award is a great achievement for all of us. It positions iSON Xperiences for continued growth and success, and we’re excited to see what the future holds.

Recognition Received on International Labour Day

We are excited to extend our warmest congratulations to Punit Arorah – Chief Growth Officer: West Africa, on receiving a prestigious award from the President of Ghana on International Labour Day, May 1st, 2024. This recognition is a testament to his exceptional dedication and outstanding contributions in maintaining a healthy industrial relationship for iSON Xperiences with the Union throughout the year. His hard work and commitment have truly made a significant impact, not only within our organization but also in the wider community. On behalf of iSON Xperiences, we want to express our immense pride and gratitude for his achievements. Congratulations Punit, on this well-deserved honour.

Celebrating our Partnership with Amazon

We are delighted to share some exciting news with you all – we’ve established a partnership with Amazon, a global tech giant!. Founded by Jeff Bezos in 1994, Amazon has evolved into one of the largest and most influential companies globally, offering a diverse range of products and services.We’ll be supporting Amazon through outbound calling, fostering strong relationships and exploring new business opportunities. The partnership officially went live on March 14th, 2024, with a team consisting of 3 full-time equivalents (FTE) and 1 support staff member. Our partnership with Amazon marks a significant milestone for us as we expand our reach and impact in the online marketplace. Through this collaboration, we gain access to Amazon’s vast customer base, providing us with unparalleled opportunities to showcase our products and services to millions of customers worldwide. We extend our gratitude to the Amazon and iSON Xperiences teams for their hard work and dedication in making this venture a reality. Your contributions are invaluable as we strive to deliver exceptional service and support to our new client. This partnership with Amazon not only strengthens our position in the market but also opens doors for future opportunities. By enhancing our skills in this domain, we position ourselves to compete effectively and pursue additional business prospects within the industry. Together, let’s celebrate this achievement and look forward to a successful journey ahead.


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