POLY HELPS EMPOWER CONTACT CENTER WORKERS

| November 11, 2019

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It’s a well-documented trend that the rise of digital channels such as webchat, apps, FAQs, etc., has led to a change in the way contact centers handle interactions. The routine, “easy” interactions are now handled by self-service channels. Deflecting these low-value interactions has enabled contact centers to improve productivity and efficiency. But if easy interactions are handled on self-service, then the calls that reach agents are becoming harder and more complex, and they’re likely to be problems not expected or encountered before. Customers also expect the resolutions or answers to be provided very quickly. If this doesn’t happen, an escalation to another channel happens swiftly. In fact, recent research indicates that over half (55%) of these self-service instances eventually escalate to voice interactions with contact center agents.
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Apollo Global Management LLC

Apollo Global Management, LLC and its subsidiaries ("Apollo"​) is a leading global alternative investment manager. We are contrarian, value-oriented investors in private equity, credit and real estate, with significant distressed expertise. We operate our businesses in an integrated manner which we believe distinguishes us from other alternative investment managers. We have applied this investment philosophy over our 27-year history, deploying capital across the balance sheet of industry leading businesses, and seeking to create value for our investors throughout economic cycles.

Spotlight

Apollo Global Management LLC

Apollo Global Management, LLC and its subsidiaries ("Apollo"​) is a leading global alternative investment manager. We are contrarian, value-oriented investors in private equity, credit and real estate, with significant distressed expertise. We operate our businesses in an integrated manner which we believe distinguishes us from other alternative investment managers. We have applied this investment philosophy over our 27-year history, deploying capital across the balance sheet of industry leading businesses, and seeking to create value for our investors throughout economic cycles.

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