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An AI-powered platform designed for automated post-call quality assurance and performance management. It empowers organizations to enhance agent performance and deliver comprehensive business outcome.
Contact Center Management Cockpit (CCMC) A Gen AI led Automated Quality Assurance and Performance Management solution for Contact Center that automates Quality Assurance by transcribing voice calls into text or by taking logged chat interactions and scores them against quality checklist.
Problem: In today’s fast-evolving business landscape, traditional manual quality management methods struggle to keep pace with rising complexity and customer expectations. These outdated approaches often result in limited sampling, subjective scoring, and delayed reporting—ultimately impacting customer experience.
Solution: CCMC addresses these challenges by leveraging Azure AI to automate post-call monitoring. It offers advanced capabilities such as transcription, call summarization, automated scoring, and deep, actionable insights to enhance agent performance and deliver meaningful business outcomes. Key capabilities include
• Dashboards & Reports: Covers First Call Resolution (FCR), Sentiment Analysis, CSAT, Service Recovery, and Predictive Analytics. • Integrated Coaching Workflows: Streamlines agent development. • Highly Customizable & Easy to Configure: Adapts to diverse operational needs.
Business outcome & Value Proposition • 100% Call Sampling: Ensures comprehensive coverage and higher confidence. • ~60% Cost Reduction: Significant savings through automation. • >90% Accuracy: Delivers unbiased results across transcription, scoring, and analysis. • Near Real-Time Insights: Boosts CSAT and compliance by up to 20%.