New application provides continuous feedback, interactive coaching, managerial tools and more
Centrical announced the general availability of Centrical for Amazon Connect, a new application designed to orchestrate and AI-powered gamified experience that delivers real-time performance management driven by Amazon Connect and Contact Lens for Amazon Connect metrics.
Pasquale DeMaio, General Manager, Amazon Connect, AWS, said: “Customers are increasingly looking for ways to get more from their data, enhance learning, and further improve agents’ performance.”
“We are delighted to be working with Centrical to provide customers with an employee-centric contact centre experience.”
The new application can also provide continuous feedback, “micro-learning”, interactive coaching, and managerial tools. Amazon Connect is an easy to use omnichannel cloud contact centre from Amazon Web Services (AWS) that helps provide superior customer service at a lower cost.
Centrical for Amazon Connect is an employee-centric success application that holistically navigates employees to success and allows customers to personalise the employee experience, improve productivity, and maximise their investment in Amazon Connect.
Jamie Parra, Cloud Campus Training Sr. Manager at Teleperformance, said: “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,”
Centrical for Amazon Connect allows agents to focus on their personal targets and proactively trigger personalised actions like “micro-learning”, feedback, recognition, and “micro-coaching” sessions which all lead to improved performance. The new application provides agents with resources to acquire new skills and become proficient at their job. Customers that opt for Centrical for Amazon Connect can expect an increase in overall agents’ satisfaction and reduced employee turnover.
Gal Rimon, CEO of Centrical, said:
“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.”
“Using Centrical for Amazon Connect, contact center agents are better equipped to help customers defuse difficult conversations and quickly solve problems.”