INNOVATION
AI in the Contact Center
We believe the center of all AI for the contact center remains “H.I.” or Human Intelligence
We work closely with our clients to implement meaningful AI solutions and regularly identify unique new ways contact center employees will thrive in new roles of the ever-changing future.
Our AI Solution
We have developed a unique and innovative proprietary AI offering for our clients that prioritizes robust data and analytics, streamlines the agent experience, and delivers enhanced customer experiences.
We deliver:
- Skills Based Predictive Routing and Engagement
The summary of customer contact is sent to the best agent to resolve based on agent profiles.
-
Automated QA Across 100% of Contacts
via AI Enabled Analysis
Real-time & historical dashboards cover changes in sentiment, intent trends, and more within each contact.
- Agent Assist Automated Engagement Summaries
The summary of customer contact is sent to the best agent to resolve based on agent profiles.
- Automated Voice and Chatbot Customizations
The summary of customer contact is sent to the best agent to resolve based on agent profiles.
Genesys Cloud CX
Our in-house systems administration team is skilled in customizing and integrating Genesys Cloud with the top CRM, CSAT, and workforce management (WFM) systems.
This platform enables our clients to:
- Personalize, customize and deepen their consumer connections.
- Support customers at every point of their journey and on any channel.
- Improve employee productivity and increase their engagement.
Other Automated Capabilities Include:
VoiceBot
Agent Assist
Predictive Routing
Sentiment Feedback
Speech/Text Analytics
Forecasting and planning
Performance Management
Personalized trainings
Gamification
VoiceBot
Agent Assist
Predictive Routing
Sentiment Feedback
Speech/Text Analytics
Forecasting and planning
Performance Management
Personalized trainings
Gamification
Ready to Explore a Customized Solution?
Let’s Talk!
Get in touch and tell us more about your customer support needs!