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COMPASS

Navigating Tomorrow's Customer Service with AI-Powered Precision

AI-Powered Pathway to Customer Excellence

Revolutionizing Interaction Management with GenAI-Powered Intelligence!

Welcome to COMPASS: Your Next-Generation Customer and Agent Experience Platform

At CC-Expertise and through our COMPASS solution, we believe that understanding and managing customer and agent interactions shouldn’t just be about data collection; it should be about making every conversation count.

Powered by the latest advancements in Generative AI, COMPASS transforms ordinary interactions into insightful, strategic engagements that drive customer satisfaction and operational efficiency.

 

What COMPASS offers:

Multi-Language AI-Infused Auto-Conversation Analysis:

Dive deep into every conversation with our AI-driven analysis tools. COMPASS offers more than just summaries and sentiment analysis, enhancing your customer interaction management with:

  • Service Enhancement Recommendations: Receive actionable insights and efficiency tips tailored to your service operations.
  • Advanced Self-Service Improvements: Enhance your customer self-service options using AI-driven suggestions.
  • Auto-Categorization: Ensure seamless, standardized reporting with automated categorization of conversation topics.
  • Detailed Sentiment and Satisfaction Scoring: Get comprehensive evaluations of customer sentiment and satisfaction, each backed with clear justifications.
  • Agent Empathy and Proficiency Identification: Assess and enhance your agents' empathy and proficiency levels with precision.
  • Proactive Escalation Management: Manage escalations effectively and trigger callbacks automatically via Genesys Cloud API integrations.
  • Privacy and Churn Insights: Safeguard personal identifiable information (PII), gauge potential customer churn, and offer translations on demand across more than 50 languages.
  • Feedback on AI Analysis: Feedback mechanisms integrated within COMPASS allow you to enrich AI analysis recommendations through human feedback.

GenAI-Powered Extended Auto-Conversation Evaluation:

Elevate your quality assurance with customizable auto-evaluations that adapt to your needs:

  • Customizable Forms and AI-Crafted Questions: Tailor evaluation forms and generate AI-designed questions for your specific topics.
  • Weighted Scoring: Apply nuanced scoring guidance to emphasize critical aspects of service delivery.
  • Automated Evaluations with Justifications: Automate the scoring of interactions, providing detailed justifications for transparency.
  • On-Demand Evaluations: Apply multiple evaluation forms to any conversation.
  • On-Demand Translation: Break language barriers in evaluations with instant translation capabilities.
  • Comprehensive Agent and Evaluator Support: Facilitate evaluator reviews, calibration sessions, and manage agent disputes with a full audit trail for comments and rescoring.
  • Evaluation Reports: access evaluation scores and visualize reports.

Sophisticated AI Insights:

Unlock unparalleled insights with AI-generated reports that make data actionable:

  • Metrics by Queue, Topic, and User: Analyze AI metrics segmented by different dimensions of your operations.
  • Correlative Insights: Understand the relationships between AI metrics and key performance indicators like speech analytics and call quality.
  • Topical Analysis and CRM Integration: Discover the top 10 topics discussed in interactions and integrate these insights seamlessly with your CRM for an enriched customer journey analysis.
 

Unlock the Full Potential of Every Interaction with COMPASS

Discover how COMPASS can transform your customer and agent interactions today.

Join us on a journey to redefine customer service excellence through the power of artificial intelligence.

Explore COMPASS: Advanced Features for Transformative Customer and Agent Engagement

COMPASS is not just a tool; it's your partner in revolutionizing customer and agent interactions through advanced AI-powered solutions. Each feature is designed to enhance understanding, improve service, and drive efficiency across your contact center operations.

1. Conversation Auto-Evaluations

Transform your quality assurance processes with our robust auto-evaluation features:

  • Customizable Auto QA Policy: Tailor your quality assessments to fit your unique operational needs and standards.
  • Auto QA Scores with Justifications: Gain detailed insights into each score with comprehensive justifications, enhancing transparency and understanding.
  • Evaluation Result Reports: Access detailed reports that summarize evaluation outcomes, helping you track performance over time.
  • Evaluation Translations on Demand: Overcome language barriers by translating evaluations as needed, ensuring clarity across your global teams.
  • Evaluator Review & Feedback: Engage evaluators in a feedback loop that enhances accuracy and fairness in assessments.
  • Agent Disputes & Feedback: Foster a culture of fairness and continuous improvement by incorporating agent feedback into evaluation processes.

2. Conversation Auto-Analysis

Dive deeper into your customer interactions with sophisticated analysis tools:

  • Generate Conversation Summaries and Structured Recommendations: Automatically summarize interactions and receive actionable advice to enhance future engagements.
  • Advanced Sentiment and Satisfaction Scoring: Attribute scores to customer sentiment and satisfaction with detailed justifications, identifying trends and areas for improvement.
  • Agent Empathy and Proficiency Trends: Monitor and evaluate agent performance with empathy and proficiency scoring, supported by justifications.
  • Comprehensive Topic Analysis & Categorization: Understand and categorize conversation topics for better insight and reporting.
  • PII Identification: Ensure compliance and accessibility with sensitive data identification capabilities.
  • Multi-language Support : On-demand translation of conversation analysis supporting true global reach.

3. User Call to Action

Empower your team to act decisively with real-time insights and automated triggers:

  • Callback Identification and Integration: Automatically identify situations that require follow-up and seamlessly integrate these actions with Genesys Cloud APIs, ensuring timely responses that enhance customer satisfaction.
  • Escalation Identification and Management: Detect and manage critical issues proactively. COMPASS helps prioritize and escalate urgent matters to the right personnel, improving resolution times and customer outcomes.
  • Feedback on AI Analysis: Utilize AI-generated insights to refine strategies and operations continuously. Feedback mechanisms integrated within COMPASS allow your team to understand and adjust to AI recommendations effectively.
  • User Notifications: Keep your team alerted and informed with automated notifications about key events and status updates, ensuring that everyone is aligned and responsive to customer needs.

4. Insights

Gain unparalleled insights into your contact center operations with our advanced analytics features:

  • Speech Analytics and Contact History: Analyze speech patterns and review contact history for a complete understanding of customer interactions.
  • AI-Driven Reports: Utilize out-of-the-box reports that provide correlation insights across various metrics, helping you make informed decisions based on comprehensive data analysis.

5. Security and Privacy

Trust in COMPASS’s commitment to security and privacy:

  • Dedicated Generative AI LLM Model on AWS: Benefit from top-tier security measures with data encryption at rest and in transit.
  • Role-Based Access: Control feature access according to user roles, integrated seamlessly with Genesys Cloud permissions.

6. Billing Model

Experience flexibility with our token-based billing model:

  • Scope Control: Only analyze and evaluate conversations that meet specified criteria, with options to include and exclude queues and conversations based on duration.
  • Usage Control: run conversation analysis and evaluations in automatic or on-demand mode.
  • Cost Control: Set your maximum token budget to avoid surprises. Set notification thresholds before reaching your budget limit.
  • Competitive Pricing: Enjoy the benefits of full integration into Genesys Cloud at a competitive rate, maximizing your return on investment.

Implementing Automated Quality Management in Your Call Center: Overcoming Challenges with COMPASS

As the demand for exceptional customer service continues to rise, contact centers must ensure consistent quality in every interaction. Traditional quality management methods, often reliant on manual evaluations, pose significant challenges, including inefficiencies, high costs, and inconsistencies. This is where automated quality management (AQM) solutions like COMPASS can transform your operations, providing comprehensive, customizable, and secure evaluation processes. Below, we explore the key steps to implementing AQM, highlighting common challenges and how COMPASS addresses them.

 

1. Identifying Your Specific Needs

The Challenge:

The first step in implementing AQM is identifying the specific challenges your contact center faces. Whether it’s limited conversation coverage, inconsistent scoring, or high manual workloads, pinpointing these issues is crucial. Many contact centers struggle to get a complete view of agent performance due to the time and resource constraints of manual evaluations.

COMPASS Answer:

COMPASS addresses this challenge by offering 100% conversation coverage. Unlike traditional methods that sample a fraction of interactions, COMPASS ensures that every customer interaction is evaluated. This comprehensive approach means no conversation is missed, providing a full picture of agent performance and enabling more accurate identification of trends and areas for improvement.

 

2. Choosing the Right AQM Solution

The Challenge:

Once you’ve identified your needs, the next challenge is choosing an AQM solution that aligns with your goals. The market is saturated with options, but not all solutions offer the features you need, such as auto-scoring, sentiment analysis, and detailed reporting. Additionally, many solutions are priced on a per-user basis, which can quickly escalate costs, especially in large contact centers with numerous agents.

COMPASS Answer:

COMPASS is designed to meet these challenges head-on with a robust feature set that includes everything you need to optimize quality management. Its integration with Genesys Cloud API ensures seamless compatibility with your existing environment, allowing for effortless data exchange and analysis. Moreover, COMPASS provides a true token-based solution instead of a traditional user-based pricing model. This allows for full cost control, enabling you to set a maximum budget for evaluations, offering flexibility to switch between on-demand and auto-evaluations. This approach is particularly advantageous for managing costs in large contact centers, where expenses can be tightly controlled without sacrificing evaluation quality.

 

3. Seamless Integration with Your Existing Tech Stack

The Challenge:

Integrating a new AQM system into your existing tech stack can be fraught with difficulties. Incompatibilities can lead to disruptions, data migration issues, and extended downtimes, which can frustrate both agents and managers. Additionally, the cost of integration can add up, especially if it requires extensive customization or additional user licenses.

COMPASS Answer:

COMPASS simplifies the integration process with its deep integration capabilities with Genesys Cloud API. This allows for a smooth transition, where data flows seamlessly between systems, minimizing disruptions. Furthermore, the token-based pricing model ensures that integration costs remain predictable and within budget, as you can control token usage based on actual evaluation needs. You can start with pilot programs, gradually scaling up as your team becomes familiar with the system, ensuring that the integration enhances, rather than hinders, your operations.

 

4. Configuring Your Evaluation Policy for Cost Control

The Challenge:

Balancing quality with cost is a significant challenge for any contact center. Standardized evaluations might lead to unnecessary expenses, especially when different interactions require different levels of scrutiny. Moreover, evaluating short conversations that do not contain enough data can lead to unnecessary consumption of resources.

COMPASS Answer:

COMPASS offers configurable evaluation policies that give you control over how evaluations are conducted. You can tailor the frequency of evaluations, focus on specific interaction types, and adjust the depth of analysis based on your budget and needs. Additionally, COMPASS allows you to filter out short conversations that do not contain sufficient data, avoiding unnecessary token consumption. This flexibility ensures that you maintain high standards of quality without overspending, allowing you to prioritize areas that deliver the most value while keeping costs under control.

 

5. Customizing Evaluation Forms and Setting Weights

The Challenge:

Generic evaluation forms can lead to inconsistent or irrelevant assessments, making it difficult to gauge true performance. Without the ability to customize forms, you might miss out on key insights or unfairly evaluate agents. Additionally, the cost of customizing and deploying new forms can escalate if not managed properly.

COMPASS Answer:

COMPASS provides customizable evaluation forms, allowing you to tailor them to your specific criteria. Moreover, you can configure weights for individual questions and groups of questions, ensuring that the most critical factors are emphasized in the overall evaluation. This customization capability allows you to align evaluations with your business objectives, ensuring accurate and relevant assessments. The token-based pricing model further enhances cost management, as you only use tokens for customized evaluations, providing clear cost visibility and control.

 

6. Automating QA Scores with Justifications and Enabling Human Feedback

The Challenge:

Even with automation, ensuring that QA scores are accurate and fair can be challenging. Automated systems might miss nuances, and agents might feel that their scores don’t reflect their true performance. Without the ability to justify scores or allow for human review, the system might be met with resistance. Additionally, a per-user cost model could make it expensive to include comprehensive human feedback and dispute management processes.

COMPASS Answer:

COMPASS leverages GenAI to automatically generate QA scores with detailed justifications, ensuring transparency in the scoring process. Every score is backed by a clear rationale, making it easier for agents to understand their evaluations. Additionally, COMPASS supports human feedback, rescoring, and dispute management, blending automation with human oversight. This hybrid approach ensures that evaluations are both accurate and fair, fostering trust and buy-in from agents. The token-based system also allows for cost-effective management of these processes, enabling you to scale human involvement without incurring unpredictable costs.

 

7. Proactively Addressing Potential Challenges

The Challenge:

Introducing new technology always comes with the risk of encountering unexpected challenges, such as data migration issues, integration problems, or resistance to change within your team. These challenges can derail your AQM implementation if not addressed proactively. Moreover, the cost of addressing these challenges can be a significant concern, particularly if the solution charges on a per-user basis.

COMPASS Answer:

COMPASS is designed to anticipate and mitigate these challenges. Its flexible architecture supports evaluation translations on demand, making it adaptable for diverse teams or global rollouts. By working closely with COMPASS’s support team, you can identify potential obstacles early on and implement strategies to overcome them, ensuring a smooth and successful implementation. The token-based model also provides the advantage of predictable costs, allowing you to address these challenges without unexpected financial impact.

 

8. Ensuring Data Security and Privacy

The Challenge:

Data security is a top priority, especially when dealing with sensitive customer interactions. Implementing a new AQM system without robust security measures can expose your organization to risks, including data breaches and non-compliance with industry regulations. Additionally, security solutions can become expensive, particularly when tied to the number of users or interactions.

COMPASS Answer:

COMPASS addresses this challenge by utilizing the safe GenAI engine on AWS, which provides advanced security features such as encryption, access controls, and audit trails. This ensures that all data is processed within a secure environment, fully compliant with industry regulations, so you can implement AQM with confidence. The token-based model further ensures that security costs are managed effectively, as you can allocate resources based on need rather than a fixed user count.

 

9. Leveraging Evaluation Result Reports

The Challenge:

Collecting data is one thing; making sense of it is another. Without actionable insights, even the best AQM system can fall short of delivering real value. The challenge lies in transforming raw data into meaningful reports that drive decision-making and performance improvement. Additionally, generating detailed reports can become costly if the pricing model is based on the number of users or interactions.

COMPASS Answer:

COMPASS excels in this area with its Evaluation Result Reports, which provide a comprehensive overview of agent performance. These reports are not only detailed but also actionable, allowing you to identify trends, recognize top performers, and pinpoint areas needing improvement. With these insights, you can continuously refine your operations to achieve better outcomes. The token-based model ensures that you only pay for the reports you need, providing a cost-effective way to gain valuable insights.

Conclusion

Implementing automated quality management in your call center can be a transformative step toward improving efficiency, accuracy, and overall performance. However, the challenges associated with this implementation can be significant, especially when it comes to managing costs. COMPASS stands out as a solution designed to not only overcome these challenges but also provide ongoing value through its advanced features, such as 100% conversation coverage, seamless integration with Genesys Cloud, and customizable evaluation policies.

By offering a true token-based solution, COMPASS gives you full control over your costs, allowing you to set a maximum budget for evaluations and switch between on-demand and auto-evaluations as needed. This flexibility, combined with intelligent insights, transparent scoring, and robust security, makes COMPASS the ideal choice for contact centers looking to optimize their operations while maintaining strict cost control. With COMPASS , you can confidently move towards a future where every customer interaction is optimized for success.

Why COMPASS? Elevating Customer and Agent Experiences with Precision and Insight

In today’s rapidly evolving service landscape, COMPASS stands out as a transformative solution, designed not just to meet but exceed your operational expectations. At the core of COMPASS is a commitment to action, excellence, and tangible returns on investment. Here’s why COMPASS is the strategic choice for organizations aiming to elevate their customer service experience to unprecedented levels.

 

Built for Action, Committed to Your Success

COMPASS isn’t just another tool—it’s a dynamic, action-oriented platform. Powered by advanced Generative AI, COMPASS delivers personalized experiences that are precisely tailored to each interaction. Whether it’s through real-time conversation analysis or proactive service enhancements, COMPASS ensures every interaction counts.

 

Intelligent, Automated, Impactful

Leverage the power of Generative AI to not only gain insights but also act on them. COMPASS provides prescriptive, automated intelligence that guides you where to focus your efforts for maximum impact. From identifying key moments for escalation to suggesting real-time callbacks, COMPASS transforms insights into actions.

 

Scalability, Security, and Compliance

Designed to scale as your needs grow, COMPASS offers unmatched scalability, robust security, and strict compliance. With features like role-based access and seamless integration with Genesys Cloud, COMPASS ensures that scalability does not come at the expense of security. Each deployment is equipped with dedicated AI resources, ensuring that your data is handled securely, with stringent controls over data retention and usage.

 

Seamless Integration and Customizable Access

COMPASS integrates flawlessly with Genesys Cloud, supporting Single Sign-On (SSO) and leveraging the existing permission model to ensure that agents and managers access only what they need, according to their roles. This not only enhances security but also optimizes operational efficiency across your team.

 

Focus on Privacy and Secure AI Utilization

Security and privacy are at the forefront of the COMPASS architecture. Hosted on dedicated AI resources, COMPASS guarantees that there is no data sharing between clients. Every piece of data and every analysis remains confidential and secure, providing you peace of mind along with powerful insights.

 

Flexible and Fair Licensing Model

Forget rigid, user-based billing models. COMPASS introduces a flexible, token-based licensing system that puts you in control of your costs. Set limits on your AI usage with customizable token budgets and manage costs effectively by specifying which conversations to analyze, which queues to include or exclude, and who has access to high-cost features like on-demand translation and additional evaluation forms.

Elevate your customer and agent experiences with COMPASS , where excellence is not an aspiration but a guaranteed deliverable!

Where every interaction is an opportunity to excel, every insight is a guide to action, and every investment brings measurable value to your operations. 

Interested in a free trial or need a personal demo?

Contact us today!

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