{"id":1005691,"date":"2026-09-24T10:01:59","date_gmt":"2026-09-24T14:01:59","guid":{"rendered":"https:\/\/www.marketnewsdesk.com\/index.php\/ttec-unveils-cares-a-new-quality-intelligence-metric-that-measures-what-customers-actually-experience\/"},"modified":"2026-09-24T10:01:59","modified_gmt":"2026-09-24T14:01:59","slug":"ttec-unveils-cares-a-new-quality-intelligence-metric-that-measures-what-customers-actually-experience","status":"publish","type":"post","link":"https:\/\/www.marketnewsdesk.com\/index.php\/ttec-unveils-cares-a-new-quality-intelligence-metric-that-measures-what-customers-actually-experience\/","title":{"rendered":"TTEC Unveils CARES, a New Quality Intelligence Metric That Measures What Customers Actually Experience"},"content":{"rendered":"

\nNew proprietary framework analyzes 100% of customer interactions to identify the issues driving customer friction and business impact
\n<\/h2>\n
\n

AUSTIN, Texas, Sept. 24, 2026 (GLOBE NEWSWIRE) — TTEC<\/strong><\/a>, a leading global consulting, technology, and managed services company delivering solutions at the intersection of data, AI, and customer experience (CX), today unveiled TTEC CARES<\/strong><\/a>,<\/strong> a proprietary quality intelligence framework designed to help organizations move beyond traditional quality assurance scorecards and understand what customers actually experience across every interaction.<\/p>\n

TTEC CARES, an acronym for Conversation, Analytics, Resolution, Effort and Sentiment<\/strong>, uses AI-powered conversation analytics to analyze 100% of customer interactions and measure three critical drivers of the customer experience: resolution, effort, and sentiment. Rather than relying on limited survey feedback or sampled quality evaluations, TTEC CARES helps organizations understand whether an issue was resolved, how much effort the customer expended, and how the customer felt throughout the experience.<\/p>\n

The framework turns those signals into a unified CARES Score<\/strong>, giving contact center leaders a view of customer experience at the interaction level and at scale.<\/p>\n

“Quality assurance has traditionally focused on whether agents follow a process. TTEC CARES shifts the focus to quality intelligence – whether customers achieved their desired outcome and how they experienced the journey,” said Suzi Simango, TTEC\u2019s executive director of quality intelligence<\/strong>. “By measuring resolution, effort, and sentiment together, organizations gain a clearer understanding of what’s driving customer satisfaction, operational performance, and business results.”<\/p>\n

\n From quality scores to customer experience intelligence<\/strong>\n <\/p>\n

Unlike traditional survey programs that often capture feedback from only a small percentage of customers, TTEC CARES can provide visibility across every interaction, helping organizations uncover hidden customer friction, identify coaching opportunities, and surface operational issues in near real time. The framework uses AI-powered conversation analytics to transform customer conversations into actionable business intelligence.<\/p>\n

The framework focuses on three core experience signals:<\/p>\n