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AmplifAI’s intelligent Contact Centre solution gains ground in the UAE through partnership with TouchForce

Robert Cowlishaw
Syed Shahan (Right) Founder of TouchForce with Kasper Retvig (Left), Global Sales Director, Image Credit: Supplied

We are extremely excited to announce our launch in the GCC with our newest partner Touchforce. For more information on AmplifAI, say hello or request a demo.

The following is an excerpt from Gulf News

Dubai: His Highness Sheikh Mohammed bin Rashid Al Maktoum, Vice-President and Prime Minister of the UAE and Ruler of Dubai has said, "We want the UAE to become the world's most prepared country for artificial intelligence." Syed Shahan founder of TouchForce says, “An era from Oil to AI. Having analysed over 700 million data points monthly, AmplifAI’s solution is revolutionising how Contact Centres measure success criteria and deliver best-in-class customer experience from both on-site and work from home workforces. AmplifAI’s solution is powered by Artificial Intelligence (AI) that uses clients existing data (CRM, ACD/IVR, Quality, Surveys, Sales) to auto-generate performance relevant actions for frontline agents, team leaders & executives – giving management the connection necessary to successfully lead distributed teams”

AmplifAI accomplishes this by deploying Machine Learning and AI driven bots that deliver coaching, learning and performance management actions to employees and teams across enterprises. UAE’s vision to implement AI driven solution to empower productivity in Banks, Telco, Retail, BPO’s, Healthcare & Government services is clearly met with AmplifAI’s solution.”

Kasper Retvig, Global Sales Director says “Delivering 24 per cent average sales growth, 15 per cent containment in cost, 10X ROI, 15+ F500 clients, 150K AI and ML driven actions and 50+ vendor integration, AmplifAI’s powerful solution delivers organizational intelligence from distributed landscapes. Customers receive the effective, data-driven capabilities needed to manage and develop both remote and on-premise employees, using AI to power their organizations towards the next level of customer service and sales.”

Kasper described their critical performance management capabilities as:

  • Enterprise Data Ingestion unifies every contact center data source (CRM, ACD, QM, WFM, CX, HR, Analytics)
  • Persona Modelling segments the contact centre population and creates High, Average and Low performance populations across multiple time frames
  • AI-Performance Playbooks leverage unique scenario-based playbooks to hyper-tune targets aligned with company goals
  • Data-Driven Actions deliver coaching, learning and performance management actions and notifications based on employee performance, personas and playbooks.
  • AI Insights are generated as the solution learns and updates actions, effectiveness metrics, personas and playbooks.

"Our data-driven approach to employee performance improvement has been improving remote contact centre operations long before the pandemic hit. When the pandemic changed the world’s standard working environment, contact centre operators looked to our clients for guidance. And that word-of-mouth is where we have seen an explosion of interest in our platform”

said Sean Minter, Founder and CEO.

Syed reiterates “Perhaps no other country in the region has paid as much attention to artificial intelligence as the UAE. The fact that it has a minister for this field speaks volumes for its significance. With a predicted $320 Billion spend in AI in Middle East by 2030 TouchForce believes AmplifAI’s solution will play a significant role.”

TouchForce, HQ’d in Dubai & branches in Africa, US, Switzerland & UK brings technologies from around the globe to MENA. Specializing in technology integration for AI, Facial Recognition, Cyber Security, Performance Monitoring & legal solution. For more information, visit https://www.amplifai.com/schedule-demo-uae

Benefit
Result
💯
Improved Performance & Customer Experience
Month over month gains in Issue Resolution,
FCR and NPS;
Month over month reductions in Handle times,
ACW and Hold
👥
Winning additional client headcount
30% improvement in sales conversion
💪
Retaining talented people
8-point reduction in turnover
💰
Improving financial performance
10% increase in utilization

Summary

The future of success in your contact center is contingent on how you impact performance in ways that are both immediate and sustainable. And it doesn’t matter whether your agents are on-site, at-home, full-time, part-time, or temporary – you must deliver on performance.

Coaching is one of the most significant tools we can use to deliver on the engagement and performance of our people – but we must develop our processes, our people and leadership skills, and our technology tools, in order to overthrow the pervasive challenges to achieving greater coaching effectiveness and supercharging contact center performance!

call center coaching cta@0.5x

Connect with the authors:

Melissa Pollock Customer Success at AmplifAI

Jim Rembach President at CX Media

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