Updated: December 12th, 2020
Is the deployment model cloud or on premise?
Our preference is a cloud model as it typically speeds up deployment versus on premises. We can support via Microsoft Azure or AWS Cloud
Is the AmplifAI platform fully mobile, is there a mobile app?
The design is mobile based, but it does not have an app or full app functionality.
Example: the graphics will not look the same. The coaching functionality is “mobile” as it was designed for use on the floor with tablets or laptops.
Are you a compliment to NICE?
Yes, we API their data, we are a compliment from a data set perspective. Call recordings reside in the NICE platform per your implementation needs. Your QA module can be replaced with the QA within AmplifAI, thus eliminating the hard cost of that module from NICE.
Does the Supervisor have to log into AmplifAI to know if commitments are being met? Can there be auto-triggers that flow out of AmplifAI to Outlook email?
We can trigger in-platform, or out-of-platform, SMS, Email, Corp Email
Is AmplifAI a viable for both brick and mortar and WFH?
Absolutely, in fact the visibility of the platform really precludes the “out of sight, out of mind” pitfalls of WFH management. The only difference is the opportunity to deploy onsite physical leaderboards for recognitions, agent level incentives and gamification is still available regardless of the agent type.
Does the balanced scorecard reflect all metrics?
It can be all metrics, or it can be a core sub-set of metrics
What if I work with a BPO?
We can build vendor management views so that you have the same visibility and performance management tools for both your in-sourced and out-sourced teams
When can I go live?
In the first 30 days, several activities occur in parallel,
Within 75 days you would be ready to start QA’ing the platform with your data loaded.
Can Monthly Performance Reviews become part of the Agent History?
Yes, it would live within the coaching segment, performance reviews drop down as a coaching tactic and can generate their own customized form. Additional documents can also be attached as supporting documentation as desired.
Where does AI come into the AmplifAI process?
AI is applied at the agent mapping (defining the high performer persona) and within the Recommendations Engine, where the actions are continuously reviewed for success or failure and refined to push successful actions and combinations of actions and best practices to generate improved coaching and learning tasks.
Does AmplifAI offer speech analytics? Utterances & Emotions, NLP (Natural LanguageProcessing) & Sentiment?
No, but we can tie to other systems and build into your process.
What if the scope of the project changes during our implementation?
AmplifAI is customized to the companies needs and objectives. In case of any significant changes in the scope, re-negotiation will be required.
Who is the main point of contact for questions during implementation?
A designated Customer Success professional will be provided. They will be the main point of contact during implementation.
How will the progress of implementation be monitored?
Weekly status meetings with your Customer Success professional will be used to review the progress.
