Aucera: Crafting Superior Customer Experiences Globally through Human-Centric Solutions and Technology, Optimizing Transactions for Profitability, Efficiency, and Brand Enhancement

“We leverage ground-breaking technologies to support human connections, creating an experience that’s personalized, efficient and performance focused.”

In today’s interconnected world, businesses are constantly seeking ways to enhance their customer experience strategies to stay competitive and relevant. Amidst this pursuit, global customer experience solutions providers emerge as indispensable partners, offering comprehensive and tailored approaches to address the evolving needs of businesses worldwide.

In an era characterized by rapid digital transformation and heightened customer expectations, the importance of these providers cannot be overstated. Aucera, the recipient of CIO Bulletin’s ‘Global Excellence Awards 2024’ has become a global leader doing just that. They offer a strategic framework for businesses to streamline operations, optimize processes, and deliver personalized experiences that resonate with today’s discerning consumers.

As businesses worldwide navigate the complexities of modern consumer expectations and digital transformation, Aucera emerges as a trusted partner, offering leading solutions designed to elevate customer interactions and drive sustainable growth. With a proven track record of success and a client portfolio spanning diverse industries, Aucera continues to set the standard for excellence in customer experience solutions.

Embracing a holistic partnerships approach for global leadership

In 2021, DialAmerica recognized the need to adapt to evolving consumer behaviors and technological advancements to maintain its competitive edge. This led to a strategic decision to rebrand as Aucera, marking a pivotal shift towards innovation. Aucera’s focus on leveraging cutting-edge technologies such as AI, machine learning, and data analytics aimed to deliver personalized customer experiences across all touchpoints. Moreover, the company embarked on a journey of global expansion in 2022, forging partnerships and tailoring services to international markets. Throughout this transformation, Aucera remained steadfastly customer-centric, prioritizing the understanding and fulfillment of customer needs and preferences to enhance satisfaction and foster loyalty. By 2023, the rebranding efforts bore fruit, manifesting in tangible outcomes such as heightened customer satisfaction, improved retention rates, and notable revenue growth.

Their new name reflects their dedication to actively engaging with their clients, understanding their needs, and fostering business growth through collaboration. It also underscores their commitment to their employees, supporting their professional development and career aspirations. They prioritize client feedback through regular inquiries and advisory board discussions, ensuring their voices are heard. Similarly, they value employee input, offering avenues for sharing ideas and concerns. Through surveys, check-ins, and recognition programs, they maintain open communication with both clients and employees. They promote collaboration and teamwork across departments while ensuring accessible leadership. Continual improvement remains at the core of their ethos, driven by feedback from clients and employees alike.

Aucera’s core services and key strategies

Aucera has moved from DialAmerica, previously a labor arbitrage company to Aucera’s “global excellence,” offering advanced customer experience and technology solutions.

Aucera's service offerings revolve around three key pillars: Talent, Tech, and Data. These pillars are strategically designed to drive success and innovation for clients. Firstly, Aucera offers Talent, providing valuable expertise, support, and a collaborative approach to complement clients' internal teams. This ensures comprehensive solutions tailored to meet each client's unique needs.

Secondly, Aucera’s Technology Solutions arm leverages the cutting-edge capabilities of their Business Process Outsourcing (BPO) services and the Aucera Innovation Lab. Through relentless pursuit of excellence and collaborative partnerships, the Innovation Lab pioneers transformative technologies, reshaping how businesses interact with their customers and achieve sustainable growth.

Lastly, Aucera offers data solutions, delivering deep insights and analytics that enable clients to make informed decisions and achieve their desired outcomes. This includes comprehensive reporting and analysis to track performance and identify areas for improvement. This comprehensive approach ensures operational efficiency and scalability for clients, empowering them to adapt and thrive in an ever-changing business environment.

Aucera’s suite of services seamlessly integrates various communication channels, including voice, text, chat, and social media, ensuring consistent and cohesive customer experiences across platforms. In addition, Aucera’s Innovation Lab has launched several new tools used within their own organization, and also made available to their client partners and the marketplace. Harnessing the future of customer experience, Aucera presents a lineup of innovative services designed to revolutionize business engagement and performance. Below are some standout services that define Aucera’s commitment to excellence and innovation:

Aucera Align

Automated training and coaching through AI-powered simulations, offering role-play scenarios that provide consistent feedback and measure agent preparedness. Aucera Align significantly reduces training time, improves performance and enhances agent confidence. Aucera Align supports pre-hire assessments, onboarding, coaching, and upskilling, helping organizations achieve faster proficiency and operational cost savings. By using data-driven insights, it optimizes contact center training and performance.

Aucera Ascend

Comprehensive performance management platform designed to enhance the efficiency of customer contact centers. It provides role-based dashboards, agent and supervisor coaching, and gamification features to boost employee engagement. Aucera Ascend also offers balanced scorecards and quality management tools, helping organizations align with critical metrics, improve performance, and reduce costs. By leveraging AI insights, Aucera Ascend transforms contact centers into lean, people-centric powerhouses.

Aucera Analytics

An AI-powered suite of tools designed to record and analyze transactions, delivering real-time guidance, post-transaction summaries, and in-depth analysis. This system provides actionable business intelligence to enhance customer experiences and drive operational efficiency.

Aucera Academy

Comprehensive training program designed for all levels within the organization, ensuring alignment and consistency within Aucera’s leadership approach and customer experience delivery.

Commitment to innovative technology solutions

The core of Aucera’s ability to deliver exceptional customer experiences comes from harnessing the power of their experienced people combined with recent technological advancements and initiatives that have enhanced every aspect of their commitment towards their customers. Aucera’s suite of technology tools includes cloud-based voice and data systems, AI-powered self-service and automated transactional tools. These state-of-the-art technologies include Intelligent Virtual Assistants (IVA), chatbots and Interactive Voice Response (IVR) solutions, to offer 24/7 assistance, reduce response time, improve accuracy, consistency and compliance, while reducing servicing costs. In addition, real-time speech recognition, call transcription, live agent assist applications, automated post call summaries, and automated quality monitoring and scoring all dramatically improve customer and employee satisfaction, and positively impact Aucera’s client’s bottom line growth.

Driving business growth: A success story

Aucera embarked on a mission to revolutionize operational sales strategies and drive higher conversion rates. Leveraging advanced data analytics and AI-powered insights, Aucera implemented a targeted approach to optimize product placements and enhance customer engagement.

The case study outlined a successful collaboration between a regional healthcare plan provider and Aucera. Facing the ambitious goal of increasing their membership base by 30%, the healthcare provider sought an innovative and analytical approach to achieve this target.

Aucera’s solution focused on revamping the training curriculum, shifting to a Tier 1 “licensed-only” program model from the previous mix of non-licensed and licensed staff. This restructuring resulted in smaller class sizes but significantly reduced training duration by 50%, accelerating the program’s overall speed to proficiency.

The outcomes were impressive: Aucera efficiently managed over 3,000,000 interactions, expanding the agent base from 189 to over 900 across 14 locations. Notably, Average Speed to Answer (ASA) decreased drastically by over 1,400 seconds within the first month, enhancing customer service efficiency. Additionally, Aucera’s retention strategies maintained attrition at an average of just 6% month over month, ensuring a stable and experienced workforce.

Overall, Aucera proved to be a crucial partner, aiding the healthcare provider in navigating challenges, especially during the uncertainties of the pandemic, and ensuring the smooth operation of critical services.

Aucera’s future amidst an ever-changing business landscape

The world is by no means slowing down; there is a constant boom of technological changes and advancements that are taking the world by storm. With these new explorations, the market, industry and consumers are also changing. In this ever-changing landscape, Aucera aspires to maintain global excellence in customer experience management. Aucera has its priorities straight, they aspire, and plan to keep innovating with advanced technology that is made for personalized experiences.

Aucera is dedicated to pushing the boundaries of innovation in customer experience management. With a relentless focus on delivering excellence across all touchpoints, they aim to set new standards for personalized customer interactions. With the establishment of various tools for data insights, Aucera continues to understand customers better through data for proactive solutions by staying flexible and collaborative in order to meet the changing needs of customers and market trends. While Aucera prides itself on being a customer focus company, their future is driven by making everyone customer-focused in order to drive satisfaction.

Their vision for the future revolves around harnessing cutting-edge technologies, embracing agility, and nurturing partnerships to stay ahead in an ever-evolving business landscape. Through Aucera’s determination and passion they are on the path to set a precedent for integrating sustainability for positive impacts working closely with others for innovation and global reach, investing in talent to maintain expertise and keep improving processes for ongoing and ever-growing success. At Aucera, they are not just shaping the future of customer experience — they are redefining it.

About | Casey Kostecka and Chris Conway

With Casey Kostecka assuming the role of President and Chris Conway leading as CEO, Aucera is positioned for unprecedented growth and innovation. Their combined vision, leadership, and expertise drive the company to new heights, reinforcing their commitment to delivering exceptional customer experiences and pioneering groundbreaking solutions. Together, Casey and Chris embody the spirit of Aucera’s dedication to excellence and an unwavering focus on shaping the future of customer experience management.

“Our CX technicians are taking human connection to new heights, creating extraordinary synergies to collaborate on groundbreaking projects that harness AI and ML to enhance and augment human interactions.”

“At Aucera, we build tailored solutions that not only keep pace with change but also stay ahead of the curve.”