Call center operations
Artificial intelligence (AI) and analytics-powered engagement solutions help contact centers create superior customer and agent experiences across all channels.
These are just a few examples of call center operations solutions. Scroll down or use the drop-down menu to learn more about each solution.
- Choose a solution
- eGain
- Gyst
eGain
eGain Solve for Amazon Connect supports customer experience across multiple touchpoints. Its digital-first, omnichannel advisor desktop is powered by Artificial Intelligence (AI), organizational knowledge, and analytics - including Messaging, SMS, in-app, social, web, email, cobrowse, video, click to call, phone and vistual assistance through Alexa. The solution enables improvement in key business areas such as agent time to competency, Net Promoter Score (NPS), First-Contact Resolution (FCR), and self-service deflection.
eGain Solve for Amazon Connect features include:
- Digital-first, omnichannel desktop
- Virtual assistant delivers Amazon Alexa-based self-service
- Single-sourced content management with multi-step approval workflow
- Auditable publishing of policies and procedures
- Ready to use reports and configurable dashboards
- Journey analytics for A/B testing
How it works
Additional resources provided by eGain
A British digital communications company with thousands of advisors spread across several countries saw inconsistent customer service results for a variety of reasons. They implemented eGain's technology and realized customer service improvements such as FCR raised to 85%, NPS improvement by 20 points. Agent training time was reduced by 43%, and speed-to-competency of agents improved by 50%.
You could prove it statistically time and time again. People long-term, new starters, that were following Guided Help had better performance metrics than those who didn’t follow it correctly.
Head of Customer Technology and Innovation, Leading UK Telco
Gyst
Gyst is a web API-based service for optimizing your Amazon Connect and Amazon Lex voice applications. Gyst enhances intelligent virtual agents (IVA), interactive voice response (IVR), and other self-service channels to help call centers achieve higher success rates with self-service. Call centers benefit from lower operating costs, increased satisfaction for voice self-service customers, and actionable insights that help guide digital transformation strategies.
Gyst features include:
- Anonymous operation
- Personalized menu navigation
- Real-time behavior-based adjustments
- Adaptive playback speed, response times, and prompting based on machine learning
- Advanced interaction analytics
- Intelligent opt-out
How it works
Additional resources provided by Gyst
A Turkish telco and hosted voice services provider wanted to improve self-service customer success rates in their IVR system. They turned to Gyst to help them reduce operating costs (OpEx), improve the customer experience (CX), and gain actionable insights into caller behavior. Since implementing Gyst, the provider realized a 20% increase in caller use of the IVR along with a 16% decrease in caller error/re-prompting rates. In addition, the average handle time (AHT) for self-service calls was reduced by 11 seconds.
As a result of using Gyst, we were able to reduce costs, provide better customer service, and discover new ways to improve our existing call flows.
Head of Customer Experience Innovation, Leading Turkish Telecom and Hosted Voice Services Provider
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