AmplifAI, the AI-powered platform for contact center performance and CX management, today announced its technology is supporting TTEC's global operations, contributing to performance enablement across a portion of its enterprise client base and agent population worldwide. TTEC, a leading global consulting, technology, and managed services company, recently announced the expansion of TTEC Perform — its proprietary, AI-enabled performance ecosystem that integrates AmplifAI's platform with TTEC's own methodologies, workflows, and intellectual property.
TTEC Perform integrates AmplifAI platform with TTEC's RealSkill methodology and coaching frameworks.
Results include 12% improvement in associate retention and 23% increase in net promoter score.
6-8% reduction in average handle time and 10% lift in sales conversion rates.
100% compliance accuracy achieved within 60 days.
AmplifAI platform expanded to AI agent governance and omnichannel CX analytics.
Serves financial services, healthcare, retail, and technology sectors.
Enterprise brands expect high performance from their BPOs across multiple geographies. Delivering consistent high performance across global sites requires platforms that can help drive consistency and enable a performance-driven culture. AmplifAI removes administrative burdens from operations in gathering and analyzing data to action, filling out forms, and listening to calls for QA, helping provide time back to operations to focus on people and performance. AI then augments data analytics to deliver actionable intelligence directly to the roles that need it, thus reducing variation in performance within teams, sites, and geographies while massively improving speed to action. Delivering that across hundreds of clients simultaneously, each with unique KPIs and compliance requirements, demands a unified platform purpose-built for that complexity. AmplifAI provides it, bringing together automated QA, AI-enabled coaching, performance analytics, and CX intelligence into a single system that operates at multi-client scale.
As part of TTEC Perform, AmplifAI's platform—combined with TTEC's proprietary RealSkill methodology, coaching frameworks, and learning ecosystem—is helping deliver measurable performance improvements across select programs, including 12% improvement in associate retention, 6-8% reduction in average handle time, 100% compliance accuracy within 60 days, 23% increase in net promoter score, and 10% lift in sales conversion rates.
AmplifAI's platform has expanded beyond call center operations. The company is applying its automated QA and conversational intelligence to AI agent governance, omnichannel CX analytics, and previously unanalyzed interactions, including virtual ATM sessions, in-store service captured via body cameras, and other face-to-face customer moments that represent a largely untapped opportunity for customer insights.
As Sean Minter, CEO of AmplifAI, stated: "With AI and self-service continuing to take away easy customer interactions, the bar for BPOs and contact centers to deliver performance in the future is being raised. The most innovative BPOs are looking to use AI across their operations such that they are prepared for a future where we must manage both AI and human agents for enterprise brands. What TTEC is building with TTEC Perform is an enabler of an AI-driven future where BPOs enable and support both human and AI agents."
About AmplifAI
AmplifAI is the AI-powered platform for contact center performance, quality, and CX management — unifying data, automated QA, coaching, performance intelligence, customer analytics, and gamification for enterprises and BPOs across financial services, healthcare, retail, and technology.
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