Forward-focused, clear-eyed, customer-centric
At GTCX, our approach to technology hinges on a single question: What tools can help us deliver the best possible customer experience?
Over more than two decades, our pursuit of unparalleled Cx has…
- led us to become early adopters of cloud-based infrastructure…
- launched us to the forefront of social media recruiting…
- compelled us to push the limits of workforce management solutions…
- and more.
Today, our in-house development team is applying the same standard to artificial intelligence. That means seeing beyond the hype to spot opportunities for positive, customer-centric transformation.
Genuine talent paired with groundbreaking technology
What happens when you put expertly engineered, carefully vetted solutions in the hands of GTCX-caliber agents? A lot, actually.
- Better anticipation of customer needs to home in on best-fit solutions—fast
- The right information at agents’ fingertips to fuel frictionless interactions and accurate answers on the fly
- More powerful QA capabilities to spur continual improvement, call by call and across our operations
- A “monitor everything smartly” approach to compliance that instills utmost client confidence in our programs
- Deeper insights into data and trends, empowering GTCX leaders to steer toward yet another benchmark-beating performance
This is what GTCX is doing with AI right now. And we’re already asking, how can we apply it tomorrow?
Infrastructure
Cloud-based and highly available
GTCX leverages a cloud-based telephony infrastructure. Our Tier I data center hosting environment includes secure, bicoastal, mirrored data centers with automatic failover for maximum resilience. Multiple redundant, enterprise-class internet connections ensure communications availability.
Rigorously secure and compliant
Processes and technologies protect proprietary information in the call center and @home
- Data security and access best practices
- Paperless, device-free operations
- Company-issued, continually monitored workstations
- Close management oversight, on site and by video
GTCX is fully compliant with
- All federal and state telecommunications regulations
- Do Not Call lists
- Telephone Consumer Protection Act
- 2015 TCPA clarification on wireless dialing
Third-party certified
Our security and compliance measures have been reviewed and approved by numerous Fortune 100 clients, and we undergo regular audits to maintain our third-party certifications.
SOC 2
Verifies system and organization controls, including data security, system availability, processing integrity and confidentiality and privacy protections
PCI DSS Level I
The payment card industry’s highest level certification for secure transaction management and protection against data theft and fraud
PACE-SRO
The most demanding certification in the teleservices industry, awarded and renewed annually by the Professional Association for Customer Engagement after detailed audits
