CCASE is a ‘plug-and-play accelerator designed to deliver a customised AI-enabled analytics solution for any existing Contact Centre, whether on-premise or cloud-based. It aims to provide automated quality improvements, enhance Contact Centre productivity, improve call quality management, and elevate the service experience for both customers and agents.
CCASE leverages cutting-edge AI-powered services to deliver unparalleled business value to contact centers. By integrating advanced artificial intelligence technologies, CCASE enhances operational efficiency, optimizes customer interactions, and drives significant improvements in service quality. This strategic approach not only streamlines processes but also empowers contact centers to achieve higher levels of customer satisfaction and operational excellence.
Existing Capabilities
Agents
Manager
Insights
Real time call quality monitoring - Call real-time transcription, and sentiment analysis
Call summarisation & compliance adherence
Personalised dashboards and training path.
Real time call quality monitoring leveraging sentiment and key phrases, speaking time & interruption
Alerts, ability to act
Agents’ Performance using average sentiment by topics/channel, etc.
Key topics trends analysis for single agents and overall Contact Centre
Best Performing Agents analysis for training improvement
Insights on topics /words that trigger negative sentiment
Customised analytics & reporting service
Explore our comprehensive collection of case studies that showcase our technological innovations and strategic solutions. Each case study provides an in-depth look at how we have helped businesses overcome challenges, optimize operations, and achieve their goals through cutting-edge technology and expert guidance. Discover the tangible results and measurable impact of our work, and see how we can drive success for your organization.
Explore our comprehensive collection of case studies that showcase our technological innovations and strategic solutions. Each case study provides an in-depth look at how we have helped businesses overcome challenges, optimize operations, and achieve their goals through cutting-edge technology and expert guidance. Discover the tangible results and measurable impact of our work, and see how we can drive success for your organization.
Real Time Call Quality Monitoring and Alerts using Sentiment Analysis and Topics/Key Phrases detection
Enhanced Performance Reporting & Management calls leveraging calls summarization, sentiment and topics extraction, speaking time & interruption
Omni-channel Insights Filter by channel, date, agent
With real-time call monitoring, managers are alerted in real time to calls at risk, with the visibility of context, enabling proactive action to resolve issues and avoid a bad call outcome.
Agents' performance reporting is enhanced by agent, channel, and topic channels.
Personal learning paths can be created for more effective training; with continuous feedback, enabling better support for agents, helping with their engagement and motivation.
Compliance can be automatically checked through a call summarisation and acted on.
Enables a single view of insights from all omnichannel communications, which can be viewed, searched, and sorted by agent, channel, date, and sentiment.
Custom analytics can be altered based on the requirement of any call centre with both visualisation and support through APIs.
Best Performing Agents analysis for training improvement.
API layer for easy integration with existing enterprise systems
Allows to easily and quickly scale services up or down in response to changes in demand
Individual services can be combined into customisable solutions and evolve along with new changing requirements; can be delivered as a service or managed by the customer after the implementation
GDPR compliant with necessary secure data processes in place
Data Reply, as a premier consulting level member of the AWS Partner Network, has designed, configured, and built a scalable, production-ready accelerator on AWS services. The adopted solution leverages out-of-the-box services from AWS and custom ML-powered models developed by Data Reply, which have been combined for a final reliable, effective, and cost-saving result. CCASE relies on AWS services to provide security, streaming, storage, transcription, analytics, and UI capabilities, and on custom implementation to provide call summarization and custom-trained transcriptional service.
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