Introducing Centrical for Amazon Connect

Business intelligence solutions provider Centrical has announced the general availability of its new Centrical for Amazon Connect offering to help add real-time performance management and AI gamification to the contact center.

The new employee-centric application is set up to provide continual feedback to agents using interactive coaching. It also offers a host of call center management tools to take performance and efficiency to the next level.

Managers gain full visibility of their teams’ performance and have access to a smart AI algorithm so they always know the things that require their immediate attention. The ability to create gamified challenges has also been shown to drive motivation for employees to improve.

“Customers are increasingly looking for ways to get more from their data, enhance learning, and further improve agents’ performance,” said Pasquale DeMaio, General Manager, Amazon Connect, AWS. “We are delighted to be working with Centrical to provide customers with an employee-centric contact center experience.”

“We looked for a high-tech, high-touch way to raise engagement, drive knowledge, job skills, and performance results. Centrical with Amazon Connect was an ideal fit,” also said Jamie Parra, Cloud Campus Training Sr. Manager at Teleperformance (News - Alert).

In addition to real-time performance management driven by Amazon Connect, they also gain access to Contact Lens for Amazon Connect metrics. With these tools, the system can analyze call transcripts, better understand a caller’s sentiment and detect issues that require immediate action.

All of these features help call center managers to provide personalized attention for agents in the call center with “micro-learning” opportunities,  feedback, recognition, and “micro-coaching” sessions.

Best of all, these tools are delivered via a direct and secure API connection with minimal IT work and overhead needed.

“With so many self-service options, customers reach out to human agents to solve complex problems.  As a result, contact center interactions tend to be more emotional than ever,” says Gal Rimon, CEO of Centrical.  “Using Centrical for Amazon Connect, contact center agents are better equipped to help customers defuse difficult conversations and quickly solve problems.”

Edited by Luke Bellos