IT CX
BY BRENDAN READ; INTERVIEW WITH SCOTT STEELE, THRIVE
ILLUSTRATION PROVIDED BY ADOBE STOCK
WHEN IT NEEDS SUPPORT … HOW AUTOMATION, INCLUDING AI,
With the ability to create and creatively employ leading-edge technologies, IT companies and departments seemingly have all the methods and answers to resolve customers’ issues to provide excellent customer experiences( CXs).
But there are occasions when even the best IT firms need a little help.
Such is the case with Thrive, a Boston, Mass.-based managed services provider and managed security service provider( MSP / MSSP).
The company blends human expertise and AI-driven automation to deliver cybersecurity, cloud, and digital transformation solutions.
18 CONTACT CENTER PIPELINE
HELPS PEOPLE HELP PEOPLE.
SCOTT STEELE
Founded in 2000, Thrive has a global clientele across a wide range of verticals including( but not limited to) financial services, life sciences, healthcare, education, legal, and retail.
The company services them from a network of what it calls“ PODS”: local service groups that understand the business and which deliver personalized contact center customer support. The PODS are made up of engineers and other highly-skilled staff, offering around-the-clock monitoring and resolution of customer issues and concerns.
Thrive has 40-plus PODS, which have an average of 12 people per POD. They are backed by a global security operations center( SOC) and a network operations center( NOC).
“ Our POD-based contact centers are at the heart of our customer experience, and they play a vital role in connecting with our customers,” says Scott Steele, chief operations officer( COO).“ These centers operate around the clock, ensuring each interaction is efficient, responsive, and tailored to the customers’ needs.”