Employee training and performance management firm Centrical has announced the launch of its new Centrical for Amazon Connect application.
Leveraging the Amazon Connect omni-channel cloud contact centre and Contact Lens real-time contact centre analytics solution, Centrical enables an AI-powered gamified experience that provides continuous feedback and coaching for contact centre agents.
The Centrical solution is intended to personalise the employee experience while improving productivity, focusing on personal targets and delivering feedback and recognition.
“Customers are increasingly looking for ways to get more from their data, enhance learning, and further improve agents’ performance,” said Pasquale DeMaio, General Manager, Amazon Connect, AWS. “We are delighted to be working with Centrical to provide customers with an employee-centric contact centre experience.”
Gamifying Contact Centre Training
Utilising gamification mechanics to make the practice more rewarding, the Centrical for Amazon Connect solution also allows agents to acquire new skills while increasing engagement. Those mechanics include narratives, points, levels, leaderboards, challenges, badges, virtual currency and team competition.
“With so many self-service options, customers reach out to human agents to solve complex problems. As a result, contact centre interactions tend to be more emotional than ever,” said Gal Rimon, CEO of Centrical. “Using Centrical for Amazon Connect, contact centre agents are better equipped to help customers defuse difficult conversations and quickly solve problems.”
Connecting with Amazon Connect and Contact lens via secure API, the solution takes in real-time data on sentiment and trends in customer conversations, analysing call transcripts and conversation characteristics to detect potential issues.
Managers, meanwhile, gain visibility into team performance as well as AI-powered insights into key areas for attention – informing micro-coaching sessions for individual members and gamified challenges.
“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,” said Jamie Parra, Cloud Campus Training Sr. Manager at Teleperformance, a customer of Centrical.
