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    NextGen Agent Performance Management

     Info
    Sold by: Genpact 
    NextGen APM is an integrated analytics solution accelerator for multi-channel customer care enterprises to measure and find opportunities in driving agent efficiency and effectiveness through data led, scientific and holistic insights and recommendations. Our solution is a key accelerator for Amazon Connect.
    Request private offer
    Listing Thumbnail

    NextGen Agent Performance Management

     Info
    Sold by: Genpact 
    Request private offer

    Overview

    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

    Highlights

    • A data-driven framework – that makes performance management and incentivization standardized, transparent, and scientific across multiple channels, business units, geographies, and cohorts.
    • Actionable insights with holistic alignment – across diverse aspects of customer service enabling end-to-end agent performance improvement driving key business outcomes like CX, interaction effectiveness and cost per contact.
    • Integrated technology – leading to consistent measurement and tracking empowering correct agent behavior drive through right training identification.

    Details

    Sold by
    Genpact 
    Categories
    Managed Services 
    Business Intelligence & Advanced Analytics 
    Contact Center 
    Delivery method

    Pricing

    Custom pricing options

    Request private offer
    Pricing is based on your specific requirements and eligibility. To get a custom quote for your needs, request a private offer.

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    Support

    Vendor support

    For support or information, please contact Arun Rajagopal arun.rajagopal@genpact.com  or Souvik Das souvik.das1@genpact.com  from Genpact