Improving Call Center and Customer Experience With Archival & Data Analytics
A US-based Telecom leader improves call center performance by employing Payoda’s Smart Call Center solution. The client had workforce optimization issues in its call centers. The call center had to be revamped using smart AI solutions.
The objectives were to:
- Optimize and improve the call center operations
- Improve customer experience
The AI-enabled archival and data analytics solutions, inbuilt with speech-to-text capabilities, helped assess a customer’s satisfaction with the response received and helped optimize workforce operations & thus creating a smart call center environment for agents. Thus, the client improved the call center’s performance while delivering value to the customers.