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The customer is a leading US-based AI-powered technology solution provider that offers contact center solutions and enables its clients to achieve maximum productivity and client engagement. They capture vast amount of data generated by the call centers in real-time, perform analysis using their proprietary automation solutions and help clients gain a better return on investments through exceptional customer service delivery.

MSID partnered with the customer to implement a Big Data and Analytics solution, allowing them to monitor and analyze all agents activities and actions in real-time and come up with insights leading to faster decision-making, minimized costs and improved customer experience and agent efficiency

Results:

  • 1-3% reduction in labour costs
  • Improved agent competency
  • After-call work time reduction
  • Faster decision-making capability






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