NextGen Agent Performance Management (APM) is an integrated analytics solution accelerator, specifically designed for multi-channel customer care enterprises. It is a AIML driven System of Insights powered by Genpact’s patented APM scoring algorithm, which combines multiple diverse agent efficiency and effectiveness KPIs into a singular agent level and scientific measure – called the APM Score. NextGen APM will help CC Ops teams at different levels to get insights into operational performances leveraging both structured and unstructured data sources, leading to data-driven Training recommendations and rational Incentivization.

AWS Services: Amazon Connect, S3, EKS, ALB, ECR, Cert Manager, RDS