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Based in the U.S., our client is a global professional services company offering domain expertise in technologies that promote customer engagement. With over 65,000 employees and a presence in 25 countries, the client offers expertise in industries such as Financial Services, Healthcare, Pharmaceutical, Technology, Consumer Electronics, Retail, Automotive, and Tourism.
Professional Services
Hosted on Microsoft Azure platform, the integrated solution monitors various aspects of contact center operations, improves collaboration and performance by analyzing operational data to deliver insights in the form of reports and charts. The solution enhances visibility into agent productivity and improves transactional quality.
The absence of a unified framework for contact center management significantly impacted operational efficiency. The client required an integrated solution to measure and enhance performance of agents. The major considerations include:
The solution is an API-driven, SaaS-based multi-tenant application that incorporates functionalities such as an integrated rule engine, gamification, notification, chat, and data analytics. It delivers business results with 360˚ closed-loop integration and feedback, delivered on a modular, integrated, and extensible platform. Dashboard and reports are presented through a unified and multi-modal responsive user interface. The application is hosted on the Microsoft Azure cloud platform, leveraging much of the PaaS offerings.
The absence of a unified framework for contact center management significantly impacted operational efficiency. The client required an integrated solution to measure and enhance performance of agents. The major considerations include:
The solution is an API-driven, SaaS-based multi-tenant application that incorporates functionalities such as an integrated rule engine, gamification, notification, chat, and data analytics. It delivers business results with 360˚ closed-loop integration and feedback, delivered on a modular, integrated, and extensible platform. Dashboard and reports are presented through a unified and multi-modal responsive user interface. The application is hosted on the Microsoft Azure cloud platform, leveraging much of the PaaS offerings.