Contact centers often struggle to fully understand customer interactions and operational patterns, making it difficult to drive optimal performance. This lack of insight limits the ability to provide truly exceptional customer experiences.
Agivant's solutions, built on the backbone of cutting-edge AI and deep learning, address these critical blind spots. We seamlessly integrate with Amazon Connect to deliver tangible outcomes in audio quality enhancement, AI-driven agent assistance, and actionable optimization insights.

Agivant's Vision: Fixing Contact Center Blind Spots

Agivant aims to personalize and optimize the contact center experience. Their focus is on uncovering and addressing these common issues:

  • Missed Customer Sentiment: Understanding customer feelings and addressing issues proactively.
  • Ongoing Technical Issues: Overlooking recurring technical problems reduces system reliability and customer satisfaction.
  • Unidentified Patterns: Failure to spot patterns in calls and knowledge gaps can result in poorer problem resolution.

Focussed Problem: Bad Call Quality

  • Impact: Poor audio (lag, noise, echo, etc.) leads to poor experiences, dropped calls, and bad reviews.
  • Financial Cost: Increased agent handle time, call escalations, and the need for repeated follow-ups create a substantial financialburden.
  • Operational Strain: Agent burnout, missed KPIs, and a negatively perceived call center are further operational consequences.

Agivant's Solution: Integrated Audio Quality Analysis

  • Deep Learning for Audio Classification: Identify problems like echo, lag, low volume, and more.
  • Amazon Connect Integration: Seamlessly connect the analysis model with the existing Connect infrastructure.
  • Actionable Insights:
    • A comprehensive insights dashboard provides clear visualizations of audio quality metrics, sentiment analysis, issue trends over time, and breakdowns by geographic region.
    • This granular data facilitates strategic network optimization, targeted agent training, and proactive issue resolution, improving overall performance.
Circle-01

Benefits of the solution

Real-time quality monitoring and anomaly detection

Improved customer and agent satisfaction

Data-driven network optimization

Targeted agent training and equipment upgrades

Detailed analytics and insights into audio issues

Key Differentiators

Agivant's audio analysis works on both live and recorded calls, enabling a comprehensive approach.

Enhancements in audio quality benefit customers and agents, boosting satisfaction on both sides.

Proactive identification and remediation of audio issues translate into significant cost savings and tangible CSAT improvements.

Agivant’s deep learning and AI-powered solutions provide the missing insights and optimizations necessary to take your Amazon Connect powered contact center to the next level. With improved audio quality, AI-driven agent assistance, and actionable analytics, Agivant empowers you to deliver exceptional customer experiences while improving agent satisfaction and maximizing operational efficiency. Discover the tangible impact Agivant can have on your business – contact us today to schedule a consultation and explore the possibilities.

DevOps Engineer

Industry experience: 10 Years
Location: Pune

To apply for this opportunity, write to us at careers@agivant.com with the following subject: AG5111-DevOps Engineer

Agivant is a new-age AI-First Digital and Cloud Engineering services company that drives Agility and Relevance for our client's success.

Powered by cutting-edge technology solutions that enable new business models and revenue streams, we help our customers achieve their trajectory of growth.

Agility is a core muscle, an integral part of the fabric of a modern enterprise.

To succeed in an ever-changing business environment, every modern organization needs to adapt and renew itself quickly. We help foster a more agile approach to business to reconfigure strategy, structure, and processes to achieve more growth and drive greater efficiencies.

Relevance is timeless, and is the only way to survive, and to thrive.

The quest for relevance defines the exponential acceleration of humanity. This has presented us with a slew of opportunities, but also many unprecedented challenges. With technology-led innovation, we help our customers harness these opportunities and address the myriad challenges.