ACT Unifies Telco Touchpoints: Omnichannel Sales Enablement Drives CX, EX, and Revenue Growth

ACT (Advanced Call Center Technologies) is a US-based global leader in total experience and customer care solutions. We have more than 27 years' experience helping our partners deliver outstanding customer experiences. We serve many of the world's top companies, including Fortune 50 clients. We are 100% employee owned, which makes our employees uniquely invested in creating value for our clients.

Briefly describe the nominated organization: history and past performance (up to 1,250 characters):

ACT is a U.S.-based business process outsourcing provider and global leader in customer care. Our success is built on a winning formula that integrates Employee Experience (EX), Customer Experience (CX), User Experience (UX), Digital Experience (DX), and Multi-experience (MX) to deliver an outstanding Total Experience (TX).

As a 100% employee-owned company, we place Employee Experience at the heart of our business strategy. Engaged employees drive the best customer outcomes, and as shareholders, our employee owners are personally invested in delivering exceptional value to our partners. Their motivations are uniquely aligned to our partners' success.

With 28 years of experience, we help our partners drive growth and brand loyalty by providing exceptional experiences across every touchpoint and channel of the customer journey. We proudly serve many of the world's top companies spanning a wide range of verticals, including numerous Fortune 500 and Fortune 50 partners. Our broad range of leading-edge technologies and custom solutions are tailored to our partners' needs, ensuring every unique customer connection counts.

Outline the organization's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

ACT drove a powerful transformation for a Fortune 50 telco, elevating customer and employee experiences through strategic, data-driven sales enablement.

1. ACT developed TX Boost, a custom app for store sales staff, which streamlined customer service requests by allowing direct entry of customer information. This innovation reduced repetitive steps & frustration, improving overall efficiency.
2. It facilitated quick resolution of customer issues without the need for repeated verification, leading to a 40% improvement in Net Promoter Score (NPS). This significant boost in CSAT highlighted the app's effectiveness.
3. By removing obstacles to sales & allowing store employees to focus on their primary tasks, the solution led to a 30% increase in sales revenue. The app created additional upsell opportunities, further driving growth. Store employees were relieved from acting as intermediaries between customers & sales support, reducing their frustration & improving their sales focus. ACT sales agents also benefited from more productive customer interactions, leading to better outcomes.
4. To add, our partner utilized application analytics to monitor & optimize sales focus by product line. This ensured continuous improvement & alignment with business goals, showcasing how data-driven insights can enhance strategic decision-making & performance.

ACT's innovative solution boosted sales, improved CSAT, & enhanced EX, solving complex business challenges with data-driven precision.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

The highlighted success is unique & significant for several compelling reasons:

1. Innovative Technology Implementation: ACT's TX Boost app for store sales staff streamlines customer service by allowing direct entry of customer information, reducing repetitive steps & frustration. This solution showcases ACT's innovation & ability to meet specific partner needs.
2. Significant NPS Improvement: The app quickly resolved customer issues without repeated verification, boosting NPS by 40%. This significant increase highlights the app's effectiveness in enhancing the overall CX, crucial for any retail business.
3. Remarkable Increase in Sales: By removing obstacles & enabling staff to focus on core tasks, it drove a 30% sales increase & unlocked new upsell opportunities, further driving sales growth.
4. Enhanced EX: Store employees no longer acted as intermediaries, reducing frustration & allowing them to focus on sales. ACT sales agents had more productive interactions, leading to better outcomes. This improvement in EX is crucial for a motivated & efficient workforce.
5. Data-Driven Optimization: Using application analytics to monitor & optimize sales by product line ensured continuous improvement & alignment with business goals. This data-driven approach showcases how ACT leverages technology for strategic insights & performance.

ACT's TX Boost drove higher sales, improved NPS, & elevated EX, demonstrating our ability to solve complex business challenges and deliver measurable impact.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

We have provided the "ACT Fortune 50 Telecommunications Case Study" to support this nomination, showcasing how ACT's custom TX Boost app streamlines customer service, boosts satisfaction by 40%, and increases sales by 30%. It reduces employee frustration and uses data-driven optimization to align with business goals, showcasing ACT's effectiveness in solving business challenges.