TTEC Introduces CARES Metric to Shift Customer Experience…

Event summary

TTEC launched CARES, a proprietary quality intelligence framework, on September 24, 2026.
CARES measures resolution, effort, and sentiment across 100% of customer interactions using AI-powered conversation analytics.
Early analysis of 82,000 interactions identified $400,000 in potential annualized cost savings for a travel e-commerce client.
TTEC will present the CARES framework at the 2026 QATC Annual Conference.

The big picture

TTEC's CARES framework represents a strategic shift from traditional quality assurance to AI-driven customer experience intelligence. This move aligns with broader industry trends toward data-driven decision-making and real-time operational insights. By focusing on resolution, effort, and sentiment, TTEC aims to set a new standard for measuring contact center performance, potentially reshaping how companies evaluate customer interactions.

What we're watching

Adoption Pace: How quickly other organizations will integrate the CARES framework into their customer experience strategies.
Competitive Response: Whether competitors will develop similar AI-driven quality intelligence metrics to challenge TTEC's offering.
Operational Impact: The extent to which CARES can reduce customer friction and improve operational performance across different industries.