Microsoft Azure Enterprise Solution

The absence of a unified framework for contact center management significantly impacted operational efficiency. The client required an integrated solution to measure and enhance performance of agents. The major considerations include:

• Scalability and seamless integration of systems
• Periodic assessment and instantaneous feedback mechanism
• Transparency in workflow
• Seamless organizational communication

The solution is an API-driven, SaaS-based multi-tenant application that incorporates functionalities such as an integrated rule engine, gamification, notification, chat, and data analytics. It delivers business results with 360˚ closed-loop integration and feedback, delivered on a modular, integrated, and extensible platform. Dashboard and reports are presented through a unified and multi-modal responsive user interface. The application is hosted on the Microsoft Azure cloud platform, leveraging much of the PaaS offerings.

• 25% reduction in Average Handle Time (AHT)
• 30% improvement in First Call Resolution (FCR) rates
• 80% reduction in escalations
• Reduced training time by 40%
• Improved agent productivity and compliance
• Tacit knowledge transfer

• Customized performance reporting
• Audit-driven coaching schedules
• Sentiment analysis of customer feedback
• Responsive design; Single Sign-On (SSO) authentication
• Custom reporting engine to develop reports for a selected audience
• Gamified elements to improve user engagement, organizational productivity, learning, and evaluation
• Integrated communication with messaging; one-on-one chat conversations
• Module to plan and document training sessions

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

• Azure SQL DBAAS
• Blob Storage
• SendGrid
• Data Factory