The Pandemic created new challenges for contact centres - increased volume of calls and their complexity, a need to supporting agents working remotely from home, in distributed environments and enabling digital channels for communicating with consumers . These challenges required contact centre modernisation accelerating trends towards omnichannel contact centres, an adoption of advanced technologies such as cloud and AI for cost efficiency and service differentiation.

Data Reply CCASE solution accelerator leverages AWS AI services such as Amazon Transcribe and Amazon Comprehend, as well as Data Reply custom developed Machine Learning components to provide an enriched call analytics and reporting, leveraging sentiment analysis, words and phrases extraction and calls summarisation. The solution provides actionable insights , both real time and post call, quickly, in days, to help with Call Quality improvements , Agents' Performance management training and compliance helping to enhance customer and agent experience . Insights into brand, product and service sentiment can also provide a foundation for potential business improvements - both strategic and operational.