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Contact Centre Intelligence

Implement predictive intelligence
to your contact centre solutions

The intelligent solution increases customer value

Providing a great customer experience boosts repurchase odds and long-term loyalty, while poor customer service experiences increase costs and lead to customer defection.

 

Groworx will implement AWS Contact Center Intelligence solutions that can quickly and easily add intelligence to your existing contact centre solution to improve service and reduce cost.

Benefits of an AWS powered Contact Centre Intelligence

Increase customer satisfaction

Amazon Lex and Polly powers chatbots and together with Amazon Kendra, creates a dynamic FAQ bot, enabling customers to self-serve anytime from anywhere without talking to a live agent. Amazon Kendra automatically derives the best answer and sourced by enterprises’ knowledge systems, continually improving the bot for future customer queries. Enabling customers to find accurate answers quickly boosts customer loyalty and retention.

Simplify quality management

Amazon Transcribe is used for automatic speech recognition (ASR) to create a high-quality transcript for Amazon Comprehend to apply natural language processing (NLP) to the transcript and analyze the interaction. This enables you to derive deeper quality management insights, generating actionable insights such as product and service feedback loops, or the best performing interactions such as those ending with a positive sentiment score.

Boost employee satisfaction

Amazon Comprehend analyzes call interactions in real-time, detecting the sentiment of the caller, and identifying keywords and phrases in the conversation using NLP. Live call transcription and NLP analysis are used by Amazon Kendra to help make suggestions to help agents quickly resolve customer issues. Bots allow agents to focus on more complex customer inquiries such as those requiring empathy.

AWS CCI solutions cover three key
areas of the contact centre workflow

Self-service, Real-time analytics & agent assist, and Post-call analytics. Each solution is created using a specific combination of AWS AI services and available through select AWS Partner Network (APN) partners.

Self-service

AWS CCI Self Service solution enables customers to build powerful chatbots and AI-driven Interactive Voice Response (IVR), customers can find answers or complete transactions without the assistance of a live agent 24/7/365.

Real-time analytics & agent assist

AWS CCI Live-Call Analytics & Agent Assist solution provides AI-powered speech analytics in-real time, allowing agents and supervisors to better understand and respond to customer needs quickly. This solution helps to increase agent effectiveness and improve the customer experience by quickly finding relevant and actionable information from the knowledge base

Post-call analytics

AWS CCI Post-Call Analytics solution focuses on providing customer insights from previously recorded calls or chats which helps agents and supervisors better understand conversations with customers, to find patterns and quality issues so they can resolve customer issues faster and ultimately improve the overall customer experience. Post-call speech analytics dashboards, which can drive agent and operational performance statistics, can provide insights for managers, quality assurance personnel, and other leadership groups.

How Groworx brings it all together

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Dream today, build today

Our philosophy is to reduce the time to value. No more POCs that don’t go anywhere. We build Production Pilots that work with your business, IT and security strategies to ensure we deliver real and tangible value, even if it is small to start. Once we jointly deliver the early value, we then scale the solution as required.

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Think, Build, Learn

Our Agile teams help you identify the use cases that matter to your business, without introducing risk. That way in days and weeks we build a full production solution so you can demonstrate meaningful business value.
Our Sprint cycles are always building backlogs with the business teams and making incremental changes based on customer and internal feedback.

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Modern Integration unlocks the power of your legacy systems

Leverage modern cloud-based integration platforms and approaches to turn your tired old systems into crown jewels.

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Good Intelligence needs good data

Nurture a data-first culture to ensure the fuel for the modern enterprise flows through your systems and experiences.

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Expert teams to save you time

Built from the ground up for a modern world, Groworx teams are experts in AWS and other contact centre technologies. We save you from making mistakes and get it right. Our job is to help you think ask the questions you haven't thought about.

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Save money with Global teams

Our teams are trained in our unique Global Ways of Working (GWOW) model. Being global ensures you save 40% on average on building and running that dream solution.

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