EPAM’s Contact Center AI Coach
Transform your contact center into a customer loyalty powerhouse! Contact center executives face the ongoing challenge of using AI to boost agent productivity and elevate customer experiences. With Agentforce + EPAM's Contact Center Modernization Framework, you can achieve maximized efficiency and deliver exceptional, personalized service.
This cutting-edge AI-powered tool transforms your service agents into experts, providing real-time, Einstein-powered guidance tailored to your company's standard operating procedures (SOPs). Whether they're seasoned professionals or new recruits, our Contact Center AI Coach equips your agents to resolve cases faster and deliver exceptional service, making every customer interaction outstanding. Start wowing your customers with best-in-class service today!
Industry Challenges
4-6
weeks
Time to onboard new Service Agents
58%
Average call deflection rate
42%
Average customer support turnover rate*
$6,523
Average training cost to onboard a customer support agent**
* Stats are from a NICE WEM Global Survey from surveys done across the US and UK
** Stats are from a Contact Center Magazine
The Benefits of Contact Center AI Coach
Boost Call Deflection Rates
Minimize Agent Onboarding Costs
Reduce Time to Market for Omnichannel Experiences
Wow Your Customers
Key Features of Contact Center AI Coach
Real-Time Recommendations
With our Contact Center AI Coach, agents receive contextual, real-time guidance and feedback on their performance based on case and correspondence details.
Coaching Grounded in SOPs
Contact Center AI Coach provides step-by-step suggestions from relevant SOPs (in structured or unstructured format) and Knowledge Articles.
Customer Sentiment & Agent Performance Analysis
Contact Center AI Coach tracks customer sentiment and agent performance scores. Understanding customer sentiment is crucial to gauge sentiment and emotional cues. Agent Performance Analysis can shed light on improvement areas for the agent.
Coaching Analytics & Performance Metrics
Contact Center AI Coach provides data that can power analytics and performance metrics. With this data, managers can identify agent training needs and evaluate customer satisfaction levels to continuously improve customer service operations and agent performance.
The Tech Stack
- Salesforce Agentforce
- Salesforce Data Cloud
- Salesforce Service Cloud
- Salesforce Einstein
- Tableau
- MuleSoft
- AWS
- Amazon Connect
- Genesys