AWS Marketplace: NextGen Agent Performance Management

Overview

NextGen Agent Performance Management (APM) is an integrated analytics solution accelerator, specifically designed for multi-channel customer care enterprises. It is a AIML driven System of Insights powered by Genpact’s patented APM scoring algorithm, which combines multiple diverse agent efficiency and effectiveness KPIs into a singular agent level and scientific measure – called the APM Score. NextGen APM will help CC Ops teams at different levels to get insights into operational performances leveraging both structured and unstructured data sources, leading to data-driven Training recommendations and rational Incentivization.

AWS Services: Amazon Connect, S3, EKS, ALB, ECR, Cert Manager, RDS

Highlights

A data-driven framework – that makes performance management and incentivization standardized, transparent, and scientific across multiple channels, business units, geographies, and cohorts.
Actionable insights with holistic alignment – across diverse aspects of customer service enabling end-to-end agent performance improvement driving key business outcomes like CX, interaction effectiveness and cost per contact.
Integrated technology – leading to consistent measurement and tracking empowering correct agent behavior drive through right training identification.

Details

Sold by

Genpact

Pricing

Custom pricing options

Request private offer

Pricing is based on your specific requirements and eligibility. To get a custom quote for your needs, request a private offer.

Legal

Content disclaimer

Vendors are responsible for their product descriptions and other product content. AWS does not warrant that vendors' product descriptions or other product content are accurate, complete, reliable, current, or error-free.

Support

Vendor support

For support or information, please contact Arun Rajagopal arun.rajagopal@genpact.com or Souvik Das souvik.das1@genpact.com from Genpact