As one of the preeminent global providers of tech-enabled customer experience (CX) management solutions, digital transformation, and technology services to 140+ of the world's leading brands, Startek remains committed to impacting clients’ business outcomes by enhancing customer experience through digital and AI enablement across all touchpoints and channels. With 36,000 associates across 12 countries who work in 36 languages, Startek aims to strengthen customer relationships, influence positive interactions, develop brand perception, and promote loyal advocates across a range of industries, including telecom, cable, healthcare, e-commerce, ride-share, travel, and more.

The on-demand economy adds more pressure on customer support operations. Today's consumers expect immediate service, expedited fulfillment, and real-time resolution of issues. Customers are more connected and have more choice, and less patience, than ever before.With increasing connectedness and service expectations, the role of being a contact center agent has never been more difficult. This is especially true for the first few weeks of an agents’ tenure, when onboarding and training can be like drinking from a fire hose.Despite these challenges, Startek remains ahead of the curve with world-class talent and a playbook of industry best practices honed over their 30+ year company history. While Startek collaborates with top customer experience (CX) technology providers to pinpoint and implement the most suitable solutions tailored to each client's specific requirements, the desire to continue to innovate remains. Specifically, Startek was seeking an AI-powered, secure, easy-to-use, and flexible software solution to document and guide several voice workflows for several global telecom and cable clients.

After evaluating several solutions, Startek chose to deliver embedded, contextual guidance with PixieBrix, a Generative-AI powered, low-code platform that rapidly customizes and automates the web tools teams already use to add a new layer of functionality to many of the web applications that support key clients. The solution set includes validation, warnings, decision trees, and checklists, all with an audit trail so you can identify process bottlenecks and continuously improve over time. PixieBrix stood out based on the following: