Insights | Report
ISG names Foundever Top Global Leader in Intelligent Agent Experience
In this new quadrant for 2024, ISG evaluates providers for their ability to enhance agent experiences and focus on their offerings in training, support, engagement and technology integration to improve agent performance and satisfaction.
Insights | Report
ISG names Foundever Top Global Leader in Intelligent Agent Experience
In this new quadrant for 2024, ISG evaluates providers for their ability to enhance agent experiences and focus on their offerings in training, support, engagement and technology integration to improve agent performance and satisfaction.
Top Global Leader in Intelligent Agent Experience
ISG named Foundever as the Top Global Leaderin this category, specifically recognizing the following capabilities:
GenAI-based copilot and auto-agents
Foundever leverages GenAI with copilot and auto-agent models to enhance agent performance. Copilots support human agents by providing contextual assistance, automating tasks and simplifying onboarding. Auto-agents autonomously manage customer interactions while learning from human oversight to improve their effectiveness.
GenAI-based copilot and auto-agents
Foundever leverages GenAI with copilot and auto-agent models to enhance agent performance. Copilots support human agents by providing contextual assistance, automating tasks and simplifying onboarding. Auto-agents autonomously manage customer interactions while learning from human oversight to improve their effectiveness.
L&D development initiatives
Fn 2023, Foundever provided over 730,000 hours of skills training through its learning platforms. New self-led, AI-driven training for customer experience in a hybrid model has increased productivity and engagement. Insights gained from these programs help identify training gaps and track progress, and the Foundever partnership with Zenarate offers AI simulation training to further boost agent skills.
L&D development initiatives
Fn 2023, Foundever provided over 730,000 hours of skills training through its learning platforms. New self-led, AI-driven training for customer experience in a hybrid model has increased productivity and engagement. Insights gained from these programs help identify training gaps and track progress, and the Foundever partnership with Zenarate offers AI simulation training to further boost agent skills.
Powerful analytical capabilities
To deliver exceptional customer experiences, agents need to access deep insights from both structured and unstructured data across customer interactions. The Foundever Analytics platform offers real-time insights into customer data, enhancing agent productivity and empowering them to anticipate customer behavior for more proactive engagement.
Powerful analytical capabilities
To deliver exceptional customer experiences, agents need to access deep insights from both structured and unstructured data across customer interactions. The Foundever Analytics platform offers real-time insights into customer data, enhancing agent productivity and empowering them to anticipate customer behavior for more proactive engagement.
