New York, NY, USA, July 12, 2021 -- Centrical announces the general availability of Centrical for Amazon Connect, a new application designed to orchestrate an AI-powered gamified experience that delivers real-time performance management driven by Amazon Connect and Contact Lens for Amazon Connect metrics. The new application can also provide continuous feedback, "micro-learning", interactive coaching, and managerial tools. A direct and secure API connection to Amazon Connect receives and processes metrics in real time allowing for a quick implementation with minimum setup out of the box. Amazon Connect is an easy to use omnichannel cloud contact center from Amazon Web Services, Inc. (AWS) that helps you provide superior customer service at a lower cost.
Centrical for Amazon Connect is an employee-centric success application that holistically navigates employees to success. It allows customers to personalize the employee experience, improve productivity, and maximize their investment in Amazon Connect.
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"Customers are increasingly looking for ways to get more from their data, enhance learning, and further improve agents' performance," says Pasquale DeMaio, General Manager, Amazon Connect, AWS. "We are delighted to be working with Centrical to provide customers with an employee-centric contact center experience."
"We looked for a high-tech, high touch way to raise engagement, drive knowledge, job skills, and performance results. Centrical with Amazon Connect was an ideal fit," says Jamie Parra, Cloud Campus Training Sr. Manager at Teleperformance.
"With so many self-service options, customers reach out to human agents to solve complex problems. As a result, contact center interactions tend to be more emotional than ever," says Gal Rimon, CEO of Centrical. "Using Centrical for Amazon Connect, contact center agents are better equipped to help customers defuse difficult conversations and quickly solve problems."
Posted by Veronica Silva Cusi, news correspondent
Centrical employee engagement and performance management solutions help companies motivate employees to exceed their own KPIs. It does this by blending advanced gamification with personalized microlearning and real-time employee performance management. Centrical's platform produces improvements like +12% employee productivity, +20% average deal values, +30% faster onboarding, and +12% customer satisfaction KPI for multinational enterprises like Microsoft, Novartis, Synchrony Financial, Teleperformance, and Unilever among others.
Published: Tuesday, July 13, 2021
Eastwind sells Oracle, Ribbon, and Dialogic SBC and routing solutions for both premise-based and cloud-based deployments along with Microsoft Teams integration. Eastwind offers managed service offerings and complete 7x24 support.
|2.)||Lieber & Associates|
Call Routing and Contact Center Optimization
L&A provides consulting services to optimize contact centers, including call routing, skills-based routing, and multi-location routing. The firm's senior consultants have several decades of experience each in this area and work with all vendors' systems. L&A's president pioneered skills-based routing.
The SPEED solution solves for service level issues while cost optimizing the environment with automation.
Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.
Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.
*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Performance Monitoring