Transcom partners with Netomi to set a new standard in customer experience

Transcom, a global leader in digital Customer Experience (CX) is proud to announce a strategic partnership with Netomi, a pioneering leader in Artificial Intelligence (AI) for CX, to unleash the power of GenAI at scale in the customer experience industry. At the center of this partnership are Transcom’s global customers that include a combination of innovative scale-ups and globally recognized enterprise brands, who collectively have over 300,000 customer support agents. This dynamic partnership sets a new standard in customer experience excellence by empowering agents with field-proven AI tools to build deeper customer relationships and transform their day-to-day jobs, shaking up what has traditionally been one of the most manual and conservative industries.

“CX professionals are the real heroes of the AI revolution. By enabling our agents with a suite of tools that assist and empower them, eliminate repetitive work, and let them focus on higher-value work, we believe we’ll be able to set a new standard when it comes to customer satisfaction and agent attrition rates”, says Jonas Dahlberg, President & CEO Transcom.

Transcom will offer clients access to Netomi's cutting-edge AI, equipping agents with superpowers to deliver a customer experience unlike ever before. By empowering agents with Netomi AI, they will forge genuine and meaningful relationships with customers, improve resolution time, and enhance customer satisfaction.

"We are very optimistic about what this new partnership will mean for the growth and success of our clients. Our vision and dedication has always extended beyond being just another service provider. We look forward to continuing to deliver tailor-made solutions for each client, bringing together the best agent experience with the transformative operational efficiency of technology”, Jonas Dahlberg continues.

"The potential for AI to redefine knowledge work is limitless. With Netomi AI and Transcom's global reach, we are set to revolutionize the way businesses engage with their customers," says Puneet Mehta, Founder and CEO of Netomi AI. "This is not merely an augmentation of human agents but a complete transformation of customer support, enabling agents to offer a level of service that was once thought impossible."

“For Netomi AI, it was imperative to find a partner who shares our commitment to innovation, adeptness in adopting technology, and a relentless focus on exceeding client expectations. Transcom has built their business around the same values, and we’re thrilled to work together to empower their agents with Netomi’s Sanctioned Generative AI to build customer love like never before,” Puneet Mehta continues.

The partnership will be structured around three core delivery areas:

• Autopilot: A feature that, whenever possible, autonomously resolves customer queries through Netomi. This goes far beyond traditional conversational AI chatbots, as Autopilot comprehends customer needs, leverages authorized data, and gauges customer sentiment to seamlessly meet the customer’s needs. The Netomi AI can also dynamically present cross-sell and up-sell opportunities to the right customer, at the exact moment of relevance.
• Co-Pilot: Co-Pilot equips agents with pertinent information and drafts personalized responses to improve response times and make the agents' job easier. Co-Pilot also streamlines time-consuming tasks such as post-call summarization, tagging, and routing, reducing agent handle time overall and creating cost reductions for clients.
• Insights: Netomi AI can analyze customer communication across communication channels, including transcripts, surveys, and reviews. Insights provide actionability around customer sentiment towards a brand, and empower brands to understand opportunities and potential risks. These insights can also be used to refine training programs, shorten onboarding times for new agents, and inform recruitment criteria.

For further information, please contact

Jonas Dahlberg, President & CEO
Phone: +46 (0)70 347 23 83, email: Jonas.dahlberg@transcom.com

Helene Ruda, Head of Group Communications
Phone: +46 (0) 70 311 7560, email: helene.ruda@transcom.com

About Transcom

Transcom provides digitally enhanced customer experience (CX) services to some of the world's most ambitious brands. More than 300 clients globally, including disruptive e-commerce players, category redefining fintech’s, and technology legends rely on us for on-, off-, and nearshoring services. Transcom’s over 30,000 employees work in over 90 contact centers and work-at-home networks across 28 countries, creating brilliant experiences in customer care, sales, content moderation and back office services. We help our clients drive their brands forward, customer satisfaction up and operating costs down. For more information, visit www.transcom.com.

About Netomi

Founded in 2015, Netomi is an AI company that leverages artificial intelligence for the sole purpose of improving the customer experience, helping both customers and support agents get to resolutions quicker and easier. Netomi is working with global, industry-leading brands to elevate their mission-critical CX processes through proactive and predictive automation, and context-driven and integrated agent assistance.