DENVER, April 20, 2021 /PRNewswire/ -- TTEC Holdings,
Inc. (NASDAQ: TTEC), a leading global digital Customer and
Employee Experience as a Service (CXaaS) partner for many of the
'world's most iconic and disruptive brands', and NXT Generation
Training announced today its partnership to deliver TTEC's
patent-pending Humanify® DEI+ BOT. This innovative
AI-enabled solution is focused on diversity education and trains
learners on empathy, communication bias, and
inclusion.
The Humanify® DEI+ BOT blends machine and human
learning to give learners a baseline understanding of bias and
diversity by listening to user responses and then providing
measurable feedback and real-time coaching to improve the quality
and outcomes of conversations. Combined with immersive dialogue,
role-playing, and hands-on exercises, the Humanify® DEI+
BOT offers users the tools and confidence they need to manage
uncomfortable conversations.
The Humanify® DEI+ BOT will cover a range of topics
and will be released in stages.
- Race: Released in January
2021
- Gender: Released in February 2021
- Religion: March
2021 release
- Mental Health: April 2021 release
- Sexual Orientation: May 2021 release
- Disability: June 2021 release
- Age: July
2021 release
"Diversity and inclusivity conversations are no longer topics to
avoid. They are a skill for companies to master so they can be the
type of workplace that attracts the best talent," said Lamont Exeter, vice president of TTEC Digital
and one of the leaders of TTEC's diversity council. "TTEC's
award-winning artificial intelligence technology is the first of
its kind, and with it, we are preparing every TTEC employee for
difficult conversations around racial and gender equity, bias,
micro-aggressions, diversity, and inclusion." The BOT's original
intent was for peer-to-peer and manager-to-peer conversations in
the workplace; however, the learnings go beyond and extend to how
employees manage conversations with customers to deliver diverse
and inclusive customer experiences.
NXT Generation Training, an emerging leader in sustainable and
scalable diversity training solutions, trained the
Humanify® DEI+ BOT while TTEC developed the technology.
TTEC designed the AI to complement instructor-led training and
workshops, provide real-life scenario practice, real-time feedback,
scoring, and coach users to apply practical experience to the
information-based content.
"The partnership and release of the Humanify® DEI+
BOT marks a new milestone in diversity training for organizations
globally," said Brenda L. Jones,
president, NXT Generation Training. "Many organizations understand
the benefits of diversity initiatives, but they currently have no
way to measure the impact of their efforts. With this powerful new
tool, TTEC is advancing its market position as a leader in
diversity. With this technology, organizations can accelerate their
diversity goals and aspirations creating meaningful
change."
"People can learn the principles of diversity and inclusion, but
they can be hard to apply without practice," shared Lenora Billings-Harris of UbuntuGlobal, another
significant contributor to the Humanify DEI+ BOT. "For diversity
and inclusion strategists like myself, the Humanify DEI+ BOT
provides a unique tool to deepen a learner's understanding of
diversity and inclusion by giving them the psychological safety to
practice difficult conversations with an AI, rather than their
peers."
Derwin Smiley, CEO of the
Institute for Diversity Certification (IDC), a leading global
professional certification program for diversity and inclusion,
added, "We believe meaningful progress towards a more diverse and
inclusive culture requires organizations to have a sustainable way
to train their employees at scale. Humanify® DEI+
BOT offers an innovative tool to advance diversity, equity and
inclusion in workplaces around the world. When combined with
traditional training methods, this advanced tool will result in the
wider adoption of best practices, cost savings, and expected
outcomes."
To learn more about the Humanify® DEI+ BOT, visit
https://www.ttec.com/products/humanifydei-bot.
About TTEC:
TTEC Holdings, Inc. (NASDAQ: TTEC) is one of the largest global CX
(customer experience) technology and services innovators for
end-to-end, digital CX solutions. The Company delivers leading CX
technology and operational CX orchestration at scale through its
proprietary cloud-based CXaaS (Customer Experience as a Service)
platform. Serving iconic and disruptive brands, TTEC's
outcome-based solutions span the entire enterprise, touch every
virtual interaction channel, and improve each step along the
customer journey. Leveraging next-gen digital and cognitive
technology, the Company's Digital business designs, builds, and
operates omnichannel contact center technology, conversational
messaging, CRM, automation (AI / ML and RPA), and analytics
solutions. The Company's Engage business delivers digital customer
engagement, customer acquisition & growth, content moderation,
fraud prevention, and data annotation solutions.
Founded in 1982, the Company's singular obsession with CX
excellence has earned it leading client NPS scores across the
globe. The Company's nearly 61,000 employees operate on six
continents and bring technology and humanity together to deliver
happy customers and differentiated business results. To learn more
visit us at https:www.ttec.com.
About NXT Generation Training
NXT Generation Training
leverages more than 50 years of executive leadership and training
experience with major corporations specializing in a variety of
industries to include transportation, operations, HR, quality,
sales, and service. To learn more about NXT Generation Training,
visit http://www.nxtgenerationtraining.com/.
About Lenora
Billings-Harris
Lenora
Billings-Harris, CSP (Certified Speaking Professional) is a
CPAE (Council of Peers Award of Excellence) Hall of Fame speaker
and an internationally recognized authority in the areas of
inclusion, diversity, and bias. She has been included as one of the
100 Global Thought Leaders on Diversity and Inclusion by the
Society of Human Resource Management and was named by Diversity
Woman Magazine as one of the twenty top influential diversity
leaders in the US. Her award-winning diversity leadership research
is recognized in academic journals internationally. Additionally,
she serves on the Advisory Council of the Nido Qubein School of
Communication, High Point University,
as well as on the adjunct business faculty of two other
universities.
To learn more about Lenora, visit
https://www.ubuntuglobal.com/.
About The Institute for Diversity Certification
(IDC) ®
The Institute for Diversity
Certification (IDC)® is a professional certification body that
delivers competency-based, business management education and
operates as a global framework for recognizing and rewarding high
quality, knowledgeable professionals who strive for inclusive
excellence, cultural competence, improved diversity management, and
sustainability. The Society for Diversity, an
Education-Technology firm specializing in Equity, Diversity and
Inclusion, is IDC's parent company. IDC confers Certified Diversity
Executive (CDE)® and Certified Diversity Professional (CDP)®
credentials. Both professional certifications are
industry-recognized and globally renowned. IDC also confers the
Artificial and Machine Bias Prevention (AMBP)™ credentials for
employees and managers in the Information Technology (IT) sector.
Visit https://www.diversitycertification.org/ to learn more.
contact
Elizabeth Glagowski
Elizabeth.glagowski@ttec.com
203-357-5179
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SOURCE TTEC Holdings, Inc.