Instantly unlock data, discover insights, empower agents, and enable action with an all-in-one on-demand platform built with the latest AI technology for enterprise contact centers.
A client needed to stand up a 21K+ agent contact center in only eight weeks to address questions and concerns regarding a critical healthcare initiative. The customer selected Maximus as its BPO, which partnered with SuccessKPI for an end-to-end analytics solution to provide AI, machine learning, translation, and sentiment analysis across multiple channels. Maximus chose a blend of technologies that required SuccessKPI to integrate with Microsoft, Genesys Cloud, Twilio, Deltek and other applications at scale. The full solution, which required testing at scale, included end-to-end visibility into customer journeys, topics, themes, sentiment, effectiveness of IVR and agent empowerment through WFM. The results? The customer has handled hundreds of thousands of inquiries with a comprehensive end-to-end view of effectiveness, gained insights into root causes of calling, and has a full 360-view of the contact center.
Questions to Determine Fit
- What tool sets have you deployed to monitor the health and efficiency of your contact center?
- How do you measure agent productivity? What training or automation do you offer to augment agents' skill sets and align them to your contact center's needs?
- Have you thought about ways to increase quality control using AI/ML technologies?
- How do you partition your data today?
- How do you bring third-party data into your contact center to increase efficiency and improve customer experience?