Foundever is one of the largest customer experience (CX) companies in the world. It
ensures simplicity and quality of service for more than 800 of the world's leading and
digital-first brands, equipping CX teams for success with smarter, more effective solutions
and processes. The company delivers over 9 million customer experiences daily across
45 countries, with more than 170,000 global representatives. Together with CallMiner,
Foundever and its client, a global personal care and home fragrances leader, leveraged
conversation intelligence to take action on a customer-centric business strategy. Using
post-contact analytics, the team can better understand customer contact drivers,
sentiment, and emotion. As a result, they bolstered data-driven agent coaching,
effectively handled executive-level escalations, and optimized transfer processes.