Azure-Powered Enterprise Solution

The cloud-based contact center management solution tracks operational performance and delivers analytical insights for improved decision-making.

Client Profile

Headquartered in the United States, our client operates as a worldwide professional services firm specializing in technology-driven solutions that enhance customer interaction. With a workforce exceeding 65,000 individuals and a footprint spanning 25 nations, this company delivers specialized knowledge across various sectors, including Financial Services, Healthcare, Pharmaceuticals, Technology, Consumer Electronics, Retail, Automotive, and Tourism.

Category

Microsoft

Project Overview

Based on Microsoft Azure, this comprehensive solution oversees multiple facets of contact center activities. It boosts teamwork and efficiency by examining operational information, presenting findings through reports and visuals. This integrated system amplifies understanding of agent efficiency and enhances the overall quality of transactions.

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Business Requirement

A lack of a cohesive structure for overseeing contact center operations greatly affected how efficiently operations ran. The client needed a comprehensive system to gauge and improve agent performance. Key factors to consider were:

  • Ability to expand smoothly and integrate systems effortlessly
  • Regular evaluation and immediate feedback for continuous improvement
  • Clarity and openness in how work processes flow
  • Smooth communication within the organization

THE MAVA PARTNERS SOLUTION

This software solution operates through APIs and is provided as a service, allowing multiple users to access it. It includes features like a rule engine, gamification, notifications, chat functions, and data analysis. It achieves comprehensive business outcomes by integrating feedback in a full-circle manner, available on a flexible and expandable system. It showcases dashboards and reports via a responsive interface that works across various devices. This application runs on Microsoft Azure’s cloud infrastructure, making use of its platform services extensively.

Technologies

  • Azure Web Apps
  • Azure Service Bus
  • Azure Redis Cache
  • Power BI
  • Elasticsearch

Positive Outcomes for Business

  • Cut Average Handle Time (AHT) by 25%.
  • Improved First Call Resolution (FCR) rates by 30%.
  • Slashed escalations by 80%.
  • Reduced training time by 40%.
  • Enhanced agent productivity and compliance.
  • Successfully transferred tacit knowledge.

Key Features

  • Customized performance analysis and reporting
  • Coaching timetables guided by audits
  • Assessing customer feedback sentiment
  • Flexible design; streamlined Single Sign-On access
  • Personalized reporting tool for specific groups
  • Incorporating game-like features to enhance user involvement, productivity, learning, and assessment
  • Seamless messaging for interactive communication and private chats
  • Toolset for organizing and recording training sessions
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