VXI Global Solutions Honored for Innovation & Leadership in Worldwide Customer Care

VXI Global Solutions, a leader in customer experience management and business process outsourcing, today announced it has won 2 Gold Stevie awards in the 2020 Asia-Pacific Stevie Awards. More than 1,000 nominations from organizations in the 29-nation APAC region of all sizes and in every industry were evaluated in this year’s competition.

Winners will be celebrated during a virtual event 22 September, 2020.

Demonstrating its global leadership in customer care, customer experience (CX) and contact-center services, VXI won the following Stevie awards:

• Innovative Use of Technology in Customer Service (Gold)
• Innovative Management in Business Product & Service Industries (Gold)

“In these challenging times, VXI’s contact center applications have been recognized as best-in-class solutions for training both onsite and remote agents to deliver exceptional CX outcomes,” said David Zhou, VXI Global Solutions’ Co-Founder and Co-CEO. “The VXI management team ensures that our teams deliver exceptional results for all our clients, from leading Fortune 1000 businesses to fast-growing startups. We are honored to win two Gold Stevie Awards.”

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“Winning top honors in Customer Care Technology and Innovative Management is a testament to our product design, application development, and operations management teams that continually refine these applications to meet industry agnostic customer experience standards,” said Prateek Hastir, VXI’s Vice President of Presales, Solutions, Product Marketing and Analyst Relations. “Our Asia Pacific clients regard these platforms as a differentiator in service management so it’s fitting that these were rated gold standard.”

“We are delighted that the seventh edition of the Asia-Pacific Stevie Awards attracted so many impressive nominations,” said Stevie Awards president Maggie Gallagher. “This year’s winning nominations are testament to the resiliency and innovation of organizations in the region, many of which continue to succeed despite the challenges of the COVID-19 pandemic.”

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VXI’s suite of technology tools is anchored by VXI Training Simulator™ and VXI Performance Pro 360™. Training Simulator (TSIM) is a purpose-built training platform used for new hires and tenured agents to get a scenario-based, hands-on experience with customer calls in a simulated environment. The greater proficiency level of new agents enables them to get swiftly up to speed, deliver, and meet desired KPIs resulting in improved CSAT scores. Training Simulator is utilized to support VXI clients across more than 20 locations in 5 countries and has been shown to reduce Average Handle Time (AHT) by up to 30 percent while increasing the Voice of the Customer (VOC) rating by 10 percent.

VXI Performance Pro 360 is an online coaching tool that consolidates agents’ performance data into actionable information to help supervisors coach their teams. Supervisors are able to drill down on agents’ performance in hitting each KPI and collaborate with training and quality departments. Results include a greater than 20 percent decrease in call transfers, a 6 percent increase in VOC rating and significant boosts in Agent Coaching Satisfaction ratings.

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