NelsonHall has named ArvatoConnect as a cost optimisation ‘innovator’ in its latest NEAT assessment of global customer experience (CX) transformation providers.
This recognises the business’ agile approach to digital transformation, service enhancement and continuous improvement, as well as its specialist sector knowledge and technological strength, particularly when it comes to AI and automation.
The analyst highlighted several technology-led capabilities that underpinned ArvatoConnect’s ‘innovator’ status.
This includes its expertise in ‘digital orchestration’ – effectively balancing automation, AI and human capabilities to grow value and unlock time and cost efficiencies, without a need for offshoring high volumes of seats.
Part of this capability includes the business’ productivity mining tool, Arvato Discovery Engine (ADE), which uses AI to help clients automatically identify areas to unlock new cost and time efficiencies. It also highlights processes that could use AI and automation to augment human agents, so they can effectively handle more complex contacts and spend more time on the tasks that matter most to the organisation and the end user.
NelsonHall also cited ArvatoConnect’s investment in automated quality assurance and compliance solutions for regulated industries. This includes a new solution that uses conversational analytics and machine learning to help organisations regulated by the Financial Conduct Authority (FCA) meet the requirements of the new Consumer Duty by helping them more easily assess and evidence their compliance efforts, as well as providing real-time guidance to their agents.
NelsonHall is a leading market intelligence specialist for the global outsourcing sector, and its annual CX Services Transformation report combines research from analysts and clients to identify the best performing businesses offering CX transformation services. ArvatoConnect supports government departments, councils and major brands in the automative, retail and financial services markets.
James Towner, Chief Growth Officer, ArvatoConnect, said: “We know that businesses and government organisations must constantly review and reinvent their processes to meet the evolving needs of customers and citizens. They can’t afford to stand still.
“That’s why our approach is built on agile innovation. This isn’t about change for change’s sake – we’re focused on helping our clients identify opportunities to unlock time and cost efficiencies, grow their revenue and enhance service, and then design solutions using the right technology.
“It’s incredibly rewarding to see these capabilities recognised by NelsonHall in its assessment. We will be continuing to make investments to broaden and deepen our offering over the years to come.”
Ivan Kotzev, Lead CX Services Analyst, NelsonHall, said: “CX services clients have reached the next stage of their automation journey requiring effective orchestration between bots, AI, and humans.
“ArvatoConnect’s intelligent automation practice with comprehensive framework, IP, and deployments across domains and verticals addresses this evolved market to achieve further efficiencies. Additional levers on this cost optimisation path are ArvatoConnect’s investments in compliance and automated process discovery.”
NelsonHall’s assessment follows a number of contract wins for ArvatoConnect that will see it help public and private sector clients transform their operations to drive innovation, improve service quality, support ongoing growth and unlock efficiencies.
The business has partnered with global natural health and footwear brand VIVOBAREFOOT to deliver multichannel customer service solutions that scale with the brand as it continues to expand, and is working with Crown Commercial Services to assess the financial standing of companies competing for government contracts.
The Crown Commercial Services’ contract with ArvatoConnect is the first time that the organisation has secured the services of a third-party outsourcer for work of this kind – a decision taken as part of its strategy of continuous improvement and to further deepen the value it offers to its customers.
Read the full NelsonHall CX Services Transformation 2024 report at
https://research.nelson-hall.com/sourcing-expertise/neat-reports/?avpage-views=neat&avpage-views=neat&NEATaction=viewProject&project=333
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