Name: SYKES Digital Services
Author: Qelp

Help Desk

Web and Video Conferencing

Customer Support

AI Development

Cross-Browser Testing

Interactive Application Security Testing (IAST)

WebOps

Development

Academic Advising

Online Proctoring Software

Education

Audit

Business Intelligence (BI)

Collaboration

Workflow

Enterprise

Accounting

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Leave Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Brokers

Cloud Cost Management

Cloud Storage

Converged Infrastructure

Database Load Balancing

Fraud Detection

Hyper-Converged Infrastructure

IT Operations Analytics

Integration Platform as a Service (iPaaS)

MLOps

Managed DNS

Network Performance Monitoring

Release Management

Requirements Management

Solid State Drives

Time Series Databases

Tower Servers

Unified Endpoint Management (UEM)

Value-Added Resellers (VARs)

VoIP Monitoring

Website Hosting

Wireless LAN

Information Technology

A/B Testing

AI Writing Assistant Software

Ad Serving & Retargeting

Affiliate

All-in-One Marketing

Brand Intelligence

Content Management

Data Management

Email Marketing

Gamification

Marketing Analytics

Marketing Automation

Mobile Advertising

Online Proofing

Press Release Management

Product Intelligence

Social Media Management

Social Media Marketing

Survey & Forms Building

Video Collaboration

Web Analytics

Marketing

AI Meeting Assistants

Project Management

Professional Services

Customer Relationship Management (CRM)

Lead Generation

Sales

Secure Service Edge (SSE)

Security

Financial Services CRM

HIPAA Compliance

Internet of Medical Things

eDiscovery

Vertical-Specific

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SYKES Digital Services, offered by Foundever™, is a versatile solution designed to assist insurance providers in navigating industry challenges while optimizing customer experience (CX). The product caters to businesses of various sizes, from small enterprises to large corporations, and serves a wide range of professions and industries. These include insurance providers, manufacturing companies, media and entertainment brands, retail and e-commerce companies, technology organizations, banking and financial services, government agencies, healthcare providers, and online marketplaces.

## Key Features

**Hybrid solutions to support CX everywhere**: According to the vendor, SYKES Digital Services offers a hybrid delivery model that allows for flexible work-at-home and in-center operations. This ensures continuity and resiliency in customer experience (CX) operations. Associates can seamlessly transition between work environments, leveraging a global talent pool for scalability and secure technology infrastructure for seamless connectivity and collaboration.

**Agile operations built for flexibility**: The vendor claims that SYKES Digital Services provides agile operations, enabling businesses to quickly scale their CX teams based on contact volumes, campaigns, or seasonal spikes. Tenured associates with the right skill sets support various lines of business, including customer care, sales and retention, technical support, and more.

**Workplaces reimagined for engagement**: SYKES Digital Services aims to prioritize employee engagement and productivity. The platform offers a digital hiring experience, secure and connected environments, and opportunities for growth and skill enhancement. The vendor asserts that this fosters an environment that promotes employee satisfaction and retention.

**Scalable CX talent**: According to the vendor, SYKES Digital Services connects businesses to a global network of CX talent, providing access to diverse skills and expertise. The platform helps optimize operating model design, ensuring efficient and effective CX operations. It also supports shoring strategies for scalability and adaptability.

**Global strength and scale**: With a presence in 45 countries, SYKES Digital Services combines global strength and scale. According to the vendor, they provide tailored CX services and expertise to different regions and markets.

**Human-centered strategy**: The vendor emphasizes that SYKES Digital Services focuses on simplifying customer contact through a human-centered strategy. They design CX solutions that prioritize personalized, convenient, and empathetic interactions to build long-term loyalty and exceptional customer conversations.

**Robust technology**: SYKES Digital Services leverages robust technology to simplify customer contact and accelerate digital transformation. The vendor claims that their advanced tools and platforms enable seamless omnichannel experiences, enhance self-service capabilities, and provide real-time insights for better decision-making.

**Insightful data**: According to the vendor, SYKES Digital Services harnesses operational insights through data analytics to understand customer behavior, preferences, and satisfaction. This data-driven approach helps identify areas for improvement and drive CX success.

**CX solutions for every stage of the customer journey**: SYKES Digital Services offers customized CX solutions tailored to different industries. The vendor states that their services support brands throughout the customer journey, from initial contact to ongoing support and retention.

**Human and digital interactions**: SYKES Digital Services strives to meet evolving customer needs by enabling both human and digital interactions. They provide voice and non-voice capabilities for fast, 24/7 support across multiple channels. The vendor claims that their AI-powered solutions can facilitate self-service requests, while human agents provide personalized assistance when needed.

NICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, and interaction analytics.

CXone Mpower Digital Agent

CXone Mpower Voice Agent

CXone Mpower Omnichannel Agent

CXone Mpower Essential Suite

Cxone Mpower Core Suite

CXone Mpower Complete Suite

CXone Mpower Ultimate Suite

NICE CXone Mpower

Genesys Cloud CX (formerly PureCloud, Genesys Cloud) is a contact center application optimized for automatic call distribution, interactive voice response, email, social media, chat, and text/SMS. It is also a VoIP interconnect service provider.

Genesys Cloud CX 1 - Voice

Genesys Cloud CX 2 - Digital

Genesys Cloud CX 2 - Digital + Voice

Genesys Cloud CX 3 - Digital + WEM

Genesys Cloud CX 3 Digital + WEM + Voice

Genesys Cloud CX

SYKES Digital Services

Customer Experience Management (CX, or CXM, or alternately CEM) is an approach to guiding the customer experience with an emphasis on personalization, customer journey, feedback, knowledge, and self-teaching. CXM platforms present a centralized place to oversee and manage the customer experience through integrations with a web content management system, a CRM, and other sources of data to improve customer engagement and enhance the online user experience.

Customer Experience Management

Qelp

Customer experience management

Features that allow businesses to track customer sentiment and feedback, analyze and optimize the customer journey, and personalize content and website experiences for users.

Multi-channel customer feedback collection

The ability to collect qualitative and quantitative feedback from customers across a range of inputs. These could include in-app polls and surveys, email surveys, comments made on social platforms, SMS / messaging comments, NPS score, customer contributed videos, and focus group interviews.

Product usage analytics

The ability to see how, where, and when users are using your platform (e.g. how long users spend on a page, which actions they take, etc.)

Customer experience profiles

Profiles that correspond to individual customers or accounts and display a record of interactions your brand has had with that customer.

Customer experience dashboard

A dashboard that shows an aggregated view of things like customer sentiment, churn risk, qualitative and quantitative feedback, etc.

Customer journey mapping

The ability to map out the journey your customers take by persona.

Churn risk scoring

A score or metric that predicts how likely a given customer or account is to churn. This may be more relevant for B2B companies.

AI-powered recommendations

Customer experience optimization recommendations that are driven by AI-recommendations.

Website A/B testing

The ability to A/B test your website and optimize parts of the customer experience with your product.

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

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SYKES Digital Services

Overview

What is SYKES Digital Services?