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AI for Contact Centers

"As for any process that has never been the subject of optimization, the first iterations bring an improvement of 25-50%."

Big Bucks with Big Data in Contact Center Operations

New technologies, based on Big Data, BI and AI provide a novel way to improve call center performance increasing efficiencies by 25-50% already at the first iteration.

In recent years, it has become increasingly difficult to improve call center operations. Employing mature techniques, much effort, time and money has been expended with meagre results. Applango has developed a unique methodology that massively improves this otherwise stagnant situation. Applango applies proprietary “big data” techniques to CRM contact center data. This allows us to analyze the behavior of call center agents at an extremely granular level - far more granular than was ever possible previously. 

Our AI and BI algorithms detect agent behaviors that are unusual and non-obvious via a patent-pending unique and proprietary methodology that creates a benchmark from the data itself. By comparing agent behavior to this benchmark, it is possible to detect inefficient agent behavior, and most importantly to find best practices by identifying which agents are associated with positive behaviors that can then be taught to every other agent. The results are immediately actionable corrections.

WHY BIG DATA FOR CONTACT CENTERS?


Applying Big Data technologies to the activities of any contact center can provide new insights into the work of agents and clear the path to immediate tangible improvements even in the first iterations. As for any process that has never been the subject of optimization, the first iterations usually bring 25-50% of the overall potential improvement. As is often true in behavioral analysis, correct or efficient behaviors are often very dependent on the precise activity and environment, making benchmarks less plausible or irrelevant across industries, sectors or even within the same organization. Big Data allows for a detailed and exhaustive analysis of agent activities that was simply not available until now.



Chief Technology Officer


 Applying Big Data technologies to the activities of any contact center can provide new insights into the work of agents and clear the path to immediate tangible improvements even in the first iterations. As for any process that has never been the subject of optimization, the first iterations usually bring 25-50% of the overall potential improvement.

As is often true in behavioral analysis, correct or efficient behaviors are often very dependent on the precise activity and environment, making benchmarks less plausible or irrelevant across industries, sectors or even within the same organization.

Big Data allows for a detailed and exhaustive analysis of agent activities that was simply not available until now.