The award honors Sitel Group for improving customer service technology through its innovative digital eyewear assistant campaign for Zenni

Sitel Group®, one of the largest global providers of customer experience (CX) products and solutions, announced that TMC, a global, integrated media company, has named its Zenni Case Study as a 2021 Customer Experience Innovation Award winner, presented by TMC’s CUSTOMER magazine.

The 2021 Customer Experience Innovation Award recognizes best-in-class companies setting the standard in delivering exceptional customer experiences through all channels, including social.

Sitel Group developed Zee, the world’s first digital eyewear assistant for Zenni, the world’s largest online eyewear retailer. Zee leverages the Sitel® Digital Agent, a cognitive chatbot technology that enhances the overall customer experience by eliminating wait times and providing fast, accurate answers to common questions.

“Our partnership with Sitel Group has far exceeded our expectations,” said Jeff Huang, Head of Global Operations, Zenni. “Their cutting-edge technology has vastly expanded Zenni’s customer service capabilities and is amplified by their deep collaboration with our service and support operations. We look forward to working with them in the future to continue creating world-class customer experience solutions.”

Zenni’s internal-facing chatbot has supported new agents to meet their KPIs within the fourth week of onboarding. It has also increased inquiry resolution to 98.87% – an increase of over 13%. Zenni’s digital agent achieves an 88% customer satisfaction rating, and Zee has reduced the total cost of customer care through the web channel by 20%.

“Congratulations to Sitel Group for receiving a 2021 Customer Experience Innovation Award. Sitel Group’s digital eyewear assistant campaign for Zenni has been selected for setting the standard in delivering world-class customer experiences across all channels,” said Rich Tehrani, CEO, TMC. “We’re pleased to recognize this achievement and know we will continue to have great innovation from Sitel Group in 2022 and beyond.”