Startek®? and Jemena announced the impact of their partnership designed to modernize customer experience delivery for Jemena Customers. This strategic collaboration reflects the Startek commitment to effectively combine people, technology and data to deliver customer experience excellence for leading brands.

Through this partnership, Jemena sought to modernize its call center delivery to better engage its increasingly digital savvy customers and enhance its overall customer experience (CX). As part of the digital evolution, Startek devised and implemented a digital transformation roadmap, introduced Startek®? Omnichannel Contact Center, implemented an AI-driven natural language IVR and deployed four natural language voice bots, driven by 112 distinct intents and over 900 initial training use cases.

The digital transformation of the Jemena customer experience combined with the transition of customer support to cloud-based technology has delivered a better, faster service for Jemena customers. Self-service solutions have resulted in 34% call deflection while average handle time (AHT) reduced by 100 seconds over the first 6 months of implementation.