Announcing: AmplifAI is an AWS Partner Network (APN) Partner!
We are very excited to announce that AmplifAI is an APN Partner. With the new integration, AmplifAI’s Performance Acceleration Platform transforms real-time call data from Amazon Connect into automated, effective actions that make managers better leaders and agents higher performers - resulting in improved employee performance, employee engagement and overall customer experience.
With AmplifAI, users can:
Integrate data from Amazon Connect and other systems (CRM, Ticketing, WFO..) to provide employees with a comprehensive performance dashboard.
Receive metric-based performance analysis and visualizations with role-based access for agents, supervisors, site leaders and executives.
Improve coaching effectiveness with recommended actions that show supervisors who to coach, who to follow up with, and who to recognize.
Leverage end-to-end evaluation workflows and access online QA forms, review completed quality forms, view trends, and initiate online calibrations.
Watch metric-driven DIY micro-learnings that empower agent knowledge and skill development.
Below is a brief video showing how the integration with Amazon Connect is accelerating performance for Amazon Connect users.
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
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!