Foundever

🎉 We're thrilled to announce that Foundever has been named a 𝗧𝗼𝗽 𝗚𝗹𝗼𝗯𝗮𝗹 𝗟𝗲𝗮𝗱𝗲𝗿 𝗶𝗻 𝗜𝗻𝘁𝗲𝗹𝗹𝗶𝗴𝗲𝗻𝘁 𝗔𝗴𝗲𝗻𝘁 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 in the 2024 ISG Provider Lens™ report! Our commitment to leveraging #GenAI enhances agent experience, boosts productivity, and creates more natural interactions. This recognition reflects our dedication to transforming customer experiences! 🌟 Discover more and access the full 2024 ISG (Information Services Group) Provider Lens™ Contact Center – Customer Experience (CX) Services Global Report here: https://foundever.link/0v3 #Foundever #CX #IntelligentCX #IntelligentAgent #CustomerExperience #AI #Innovation #Leadership

As businesses evolve, so do customer expectations. What does the contact center look like in 2035? How can you prep now to future-proof your brand and ensure you are prepared to meet your customers’ evolving needs? Building a dream team for your contact center in this future environment requires a strategic approach that takes into account not only the skills your agents need but also the values of the future workforce. How do you prepare for it and learn how to build a “dream team” of agents to meet these challenges? We dive into it in our blog: https://foundever.link/jv6 #ContactCenter #CXOperations #CustomerExperience #CX #BPO

Following our sold-out Web Summit masterclass on how AI is transforming the future of CX, we are thrilled to to announce that Rebecca Jonsson, Ph.D. VP of AI at Foundever will be sharing her insights with you in an exclusive #webinar. Join Rebecca and Martin Wilkinson-Brown as they explore: • AI's role in transforming CX • Real-world GenAI use cases • The future of customer interactions 🗓️ Thursday, January 23rd 2025 ⏰ 11h00 EST | 16h00 GMT | 17h00 CET Join us by registering here: https://lnkd.in/g2wvmR6y #AIinCX #CustomerExperience #FutureofCX #AIInnovation

⤴️📈 𝗕𝗼𝗼𝘀𝘁 𝗽𝗿𝗼𝗱𝘂𝗰𝘁𝗶𝘃𝗶𝘁𝘆 𝘄𝗶𝘁𝗵 𝗚𝗲𝗻𝗔𝗜 🤖 #GenAI boosts employee productivity through several means -- faster answers, automated response suggestions, knowledge base enrichment. But beyond the measurable gains in productivity, GenAI positively impacts employee experience. 😊 𝗝𝗼𝗯 𝗦𝗮𝘁𝗶𝘀𝗳𝗮𝗰𝘁𝗶𝗼𝗻 𝗮𝗻𝗱 𝗥𝗲𝘁𝗲𝗻𝘁𝗶𝗼𝗻 𝗥𝗮𝘁𝗲𝘀 This shift has a direct correlation with job satisfaction and retention rates. A recent study revealed that employees at an organization given learning opportunities associated with the use of generative AI tools were roughly 30% less likely than those not given such opportunities to leave the organization. Learn more 👉 https://lnkd.in/eHw_CDjq #AI #Automation #Productivity #EX #EmployeeExperience #CX #CustomerExperience #BPO

🙌 We are proud to announce that we've been awarded a Great Place To Work® Certification in Spain (Great Place To Work Spain)! This certification recognizes companies that promote a positive work environment and a strong organizational culture. Great Place To Work® considers the opinion of employees who, through the Emprising™ tool, respond to a confidential and anonymous survey. “Receiving the Great Place To Work® certification in Spain is a great source of pride as it represents the value of our culture and the work we’ve done to improve our employee experience by focusing on our people, their #wellbeing and their #professionaldevelopment,” said Benedita Miranda, General Manager of the Multilingual Region at Foundever. “Spain joins other Foundever countries that have achieved this certification including Portugal, Greece and Egypt! It is gratifying to know that our employees are happy to work here. We want to continue offering a work environment where they feel happy, valued and driven by diversity, equality and inclusion values. Our commitment to our employees is to always do more and better, because they deserve it!” Read more in our press release: https://lnkd.in/gQnSVxKz #Spain #GreatPlaceToWork #EmployeeExperience #EX #CX #BPO Gema Marin Eizaguirre

We are thrilled to share the new episode of our podcast series, Coffee Chats, featuring Foundever colleagues across the Multilingual region and interesting guests about different topics such as work, the Foundever world, and so much more! In this special episode of Coffee Chats, we spotlight the inspiring collaboration between the Dahuni Foundation and Foundever, introduced at the “Building a Better Future” event in Porto. This partnership is dedicated to empowering communities through education, honoring the legacy of Mrs. Sri Dahuni, a passionate teacher who believed in the transformative power of learning. We sat down with Riyani Indriyati and Taco Franssen, founders of the Dahuni Foundation, to explore their mission, the foundation’s impact, and how this partnership is driving meaningful change. Tune in to hear their inspiring vision and the powerful stories shaping the future! You can learn more and sign up to volunteer on Everconnect. So, sit back get a coffee and get ready to be inspired. ☕

We announced today that we are collaborating with M47 Labs - Your AI Partner, a leading #AI solutions provider based in Europe. This significantly bolsters investment in AI products at Foundever, particularly the continued development of its LLM Voicebot, a key component of the company’s next-generation customer engagement strategy. “Our work with M47 Labs marks a significant step forward in our AI strategy,” said Guillaume Laporte, Chief AI Officer, Foundever. “This collaboration not only accelerates the development of our AI products, such as our LLM Voicebot, but also augments our capabilities by leveraging the best technical talent from a company that specializes in AI technologies. By working with M47 Labs, we reinforce our commitment to combining AI with human expertise, enhancing productivity, efficiency, and the overall customer experience while maintaining the essential human touch that sets Foundever apart.” M47 Labs, recognized for its technical expertise in implementing cutting-edge AI, will work closely with Foundever as it leverages AI-driven solutions to optimize customer experiences by predicting needs and personalizing interactions, leading to higher satisfaction rates and increased loyalty. Read more in our press release: https://lnkd.in/g23nVJwP #LLM #Voicebot #CustomerExperience #CX #BPO

We are delighted to announce that we have been chosen by TMC as a winner of a 𝟮𝟬𝟮𝟰 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗜𝗻𝗻𝗼𝘃𝗮𝘁𝗶𝗼𝗻 𝗔𝘄𝗮𝗿𝗱! 🎉 These awards recognize best-in-class companies setting the standard in delivering exceptional customer experiences and customer interaction channels, including voice, video, messaging, email and social media. Foundever has been recognized specifically for its #ConversationalAI and #GenerativeAI for Customer Service solutions. Foundever's Conversational AI delivers lifelike conversational experiences, understanding and responding to customer needs quickly with chatbots, voicebots and interactive voice responses. The service is designed to deliver lifelike conversational experiences, understanding and responding to customer needs in real time. By leveraging natural language processing (NLP) and machine learning (ML), it comprehends customer intent and responds in a human-like manner. This leads to quicker resolution of customer issues, reducing the need for live agent intervention. The results are impressive: a 35% increase in first contact resolution, responses that are 3X faster than live agents and a 49% lower cost to serve. Similarly, the Foundever Generative AI solution offers significant benefits for customer service with its 24/7 availability, scalability and rapid issue resolution. It ensures prompt responses to inquiries, adjusts seamlessly to varying volumes without extra staffing and maintains service quality during peak demand. “We are honored to receive the 2024 Customer Experience Innovation Award,” said Guillaume Laporte, Chief AI Officer for Foundever. “This award validates our mission to leverage AI to enhance the customer and agent experience. Our solutions are designed to provide seamless, efficient and human-like experiences across all channels, ensuring that our clients receive exceptional service at every touchpoint. We are grateful for this recognition and remain dedicated to continually improving and innovating in the CX industry.” Read more here: https://lnkd.in/gVN2Ky-2 #GenAI #AI #Innovation #Leadership #Award #CustomerExperience #CX #BPO

Understanding and optimizing customer journeys is the root of consistent #CX. And of course, as with many things in 2024 it's complicated — 𝘁𝗵𝗲 𝗷𝗼𝘂𝗿𝗻𝗲𝘆 𝗶𝘁𝘀𝗲𝗹𝗳 𝗶𝘀 𝗻𝗼 𝗹𝗼𝗻𝗴𝗲𝗿 𝗹𝗶𝗻𝗲𝗮𝗿, and not contained within a single channel. It now involves online advertising and web searches, social media, website navigation, online chat and email support, automated systems such as chatbots and Interactive Voice Response (IVR) systems or customer self-service, as well as telephone support or face-to-face interaction in a brick-and-mortar environment. 𝗧𝗵𝗲 𝗰𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗷𝗼𝘂𝗿𝗻𝗲𝘆 𝗺𝗮𝗽 𝗶𝘀 𝘆𝗼𝘂𝗿 𝗴𝘂𝗶𝗱𝗲 to understanding CX pain points. Today, the customer journey is viewed as a comprehensive experience made up of every interaction a customer has while communicating — for any reason — with a brand over the lifetime of the relationship. Learn about the 7 steps to successful customer journey mapping in our ebook, "𝐶𝑢𝑠𝑡𝑜𝑚𝑒𝑟 𝑒𝑥𝑝𝑒𝑟𝑖𝑒𝑛𝑐𝑒 𝑚𝑎𝑛𝑎𝑔𝑒𝑚𝑒𝑛𝑡: 𝐶𝑟𝑒𝑎𝑡𝑖𝑛𝑔 𝑎 𝑐𝑜𝑛𝑠𝑖𝑠𝑡𝑒𝑛𝑡 𝑏𝑟𝑎𝑛𝑑 𝑒𝑥𝑝𝑒𝑟𝑖𝑒𝑛𝑐𝑒": https://foundever.link/8on #CXManagement #BrandLove #CustomerExperience #BPO

To end this year on a high note, our team in France had the honor of welcoming +60 customer relations decision-makers for the last dinner-debate of the year organized by the Agora des Directeurs Expérience Client and hosted by Dimitri Yachvili, scrum-half of the France XV, the France national rugby union team! 🏉 Dimitri's captivating talk on the theme "𝑁𝑜. 9 𝑖𝑛 𝑟𝑢𝑔𝑏𝑦 𝑣𝑠. 𝐶𝑢𝑠𝑡𝑜𝑚𝑒𝑟 𝐸𝑥𝑝𝑒𝑟𝑖𝑒𝑛𝑐𝑒 𝐷𝑖𝑟𝑒𝑐𝑡𝑜𝑟: 𝑠𝑎𝑚𝑒 𝑟𝑒𝑠𝑝𝑜𝑛𝑠𝑖𝑏𝑖𝑙𝑖𝑡𝑦?" highlighted how the values of team sport can transform our approach to customer relations. Thank you to all the participants and to the Agora for this enriching and inspiring exchange, in our Haussmann premises, in the heart of Paris. #Transformation #Innovation #Leadership #CustomerExperience #CX #BPO Olivier BLANCHARD, Zoheir Bendjaballah, Aurélie Benoit-Gonin, Florence GENILLIER, Laura Chauvet, Daniel ARANDEL, Nathalie NAHMIAS, Caroline ADAM