Recently hired Genesys CEO Tony Bates comes to Denver this week for Xperience19, bringing together thousands of customers, partners and contact center experts to discuss and demonstrates the latest ideas and innovations that change the way brands connect with their customers.

Even as companies in the contact center and “CX” industry continue to push self-service, chatbots, social messaging apps and “automation” that enable machines to do the work of traditional agents, a new Business Process Outsourcing (BPO) company based in Orlando, Florida was introduced in Denver, Colorado at Genesys’ annual global gathering, Xperience 19.

According to research conducted by The Quality Assurance & Training Connection (QATC), the average annual turnover rate for agents in US contact centers ranges between 30-45 percent, which is more than double the average for all occupations in the country.

Over the last decade, advances in cloud computing, algorithms and machine learning, voice transcription, and business metrics (from Net Promoter Scores, to Customer Satisfaction, Customer Effort, Customer Churn Rate, First Response and Average Handling Time) have given contact centers and large customer-facing offices expansive methods to better understand and act on customer behavior.

The way we connect and communicate continues to change, but one thing is for certain: we’re more digitally connected as individuals and businesses and a society than ever before.