United Call Centers named as finalist in 2024 Stevie® awards for sales & customer service

18th annual awards will be presented on April 12 in Las Vegas

United Call Centers was named a Finalist today in the Contact Center Solution category in the 18th annual Stevie® Awards for Sales & Customer Service, and will ultimately be a Gold, Silver, or Bronze Stevie Award winner in the program.

The awards are presented by the Stevie Awards, which organizes several of the world’s leading business awards shows including the prestigious American Business Awards® and International Business Awards®.

The Gold, Silver, and Bronze Stevie placements from among the Finalists will be revealed during a gala banquet on Friday, April 12 at the Bellagio in Las Vegas, Nevada.  More than 400 professionals from across the globe are expected to attend.

More than 2,300 nominations from organizations of all sizes and in virtually every industry, in 47 nations and territories, were evaluated in this year’s competition. Finalists were determined by the average scores of more than 200 professionals worldwide, working in seven specialized judging committees.  Entries were considered in more than 90 categories for customer service and contact center achievements, including Contact Center of the Year, Award for Innovation in Customer Service, and Customer Service Department of the Year; 60 categories for sales and business development achievements, ranging from Senior Sales Executive of the Year to Sales Training or Business Development Executive of the Year to Sales Department of the Year; and categories to recognize new products and services, solution providers, and thought leadership initiatives.

Details about the Stevie Awards for Sales & Customer Service and the list of Finalists in all categories are available at www.StevieAwards.com/Sales.

UCC has entered the Stevie Awards with the achievements of its aiden.tech brand.

Title of our application: Unveiling AI-Driven Solutions: Elevating Customer Engagement

aiden.tech represents the culmination of UCC’s commitment to pioneering technology. The brand symbolizes our ongoing dedication to innovation. Through our unwavering pursuit of innovative technologies, we continuously seek to redefine the traditional call center paradigm. Our aim is to deliver unparalleled value-added solutions, ensuring the utmost in customer experience.

aiden.agent – AI based automated customer service solutions

aiden.agent is a cutting-edge AI-driven customer service solution redefining interactions between customers and businesses. With advanced AI technology seamlessly integrated, aiden.agent provides a human-like experience, accurately replicating natural speech patterns and swiftly addressing inquiries. Its adaptability allows for personalized training, ensuring efficient task handling. aiden.agent automates customer support tasks, manages complex queries, and navigates peak periods effortlessly, ensuring top-notch CX while optimizing resources and maintaining quality.

aiden .analytics – Minimized risk, unprecedented visibility, maximized CX

The system conducts comprehensive monitoring of all communication within your company, incorporating mood analysis to gauge embedded Net Promoter Scores (NPS) in real-time. This ensures transparency and facilitates proactive complaint management based on predefined protocols, thereby mitigating legal and quality risks, reducing complaints, enhancing customer experience, optimizing costs, and increasing revenue.

aiden.apps – AI-based front & back-office tools

Our suite of tools encompasses an extensive array of backend process optimization solutions, ranging from AI-driven warranty management processes to a robust knowledge base tailored to enhance customer service efficacy.

• Swapcom: Revolutionize warranty processes with our back-office assistant tool, enhancing efficiency and customer satisfaction.
• SuperchargeU: Empower agents with accurate information and streamline customer service tasks with our centralized knowledge base system.
• DOQ Co-Pilot: Transform data management with our innovative app, optimizing operations and accelerating decision-making through automation.

All tools within the aiden.tech suite have garnered numerous triumphs within the customer service realm. Our aiden analytics system diligently monitors thousands of calls daily, while our SuperchargeU knowledge base ensures agents are equipped with the latest information. Among the myriad accomplishments of our tools, we’d like to spotlight two exceptional successes:

aiden.agent & aiden.analytics

Before implementing aiden, we conduct a meticulous analysis rooted in 25 years of call center expertise. Our subject matter experts meticulously scrutinize inbound calls and transactions, while our QA analysis team performs gap analysis and segmentation. Through this process, we determine the percentage of transactions ripe for instant automation.

With over 125,000 transactions analyzed, we found that up to 50% can be seamlessly automated using AI, thus alleviating the burden on human operators and providing round-the-clock coverage for an unparalleled customer experience.

In total, aiden.agent successfully handled 42% of cases out of 125,000 contacts, resulting in a remarkable 30% reduction in costs.

“The data analytics system by aiden.tech is impressively accurate and efficient, aiding call center operations with the latest data-driven automation.” – Head of Service Delivery (Healthcare)

“Aiden.agent represents a true breakthrough in call center operations, reducing the burden of human work and ensuring continuous, excellent customer service.”  – Chief Operating Officer (E-mobilty)

About The Stevie Awards

Stevie Awards are conferred in nine programs: the Asia-Pacific Stevie Awards, the German Stevie Awards, the Middle East & North Africa Stevie Awards, The American Business Awards®, The International Business Awards®, the Stevie Awards for Great Employers, the Stevie Awards for Women in Business, the Stevie Awards for Sales & Customer Service, and the new Stevie Awards for Technology Excellence. Stevie Awards competitions receive more than 12,000 entries each year from organizations in more than 70 nations. Honoring organizations of all types and sizes and the people behind them, the Stevies recognize outstanding performances in the workplace worldwide. Learn more about the Stevie Awards at www.StevieAwards.com.

Introducing the UCC

With a robust foundation spanning 25 years, UCC offers a comprehensive suite of front and back-office services, encompassing traditional inbound customer support, telesales, tech support, email, chat, and more, available in multiple languages. Embracing innovation, we strive to exceed traditional call center standards, providing customized solutions that deliver exceptional value and elevate the CX to new heights.