Telecom Operator - Heartbeat
Executive Summary
IOanyT Innovations product, The Heartbeat extended as SaaS has helped companies overcome the problem of manual call audit to identify the issues of efficiency in agent conversations.
The stakeholders can view detailed analytics of each call and agent performance more swiftly in a far more transparent & effective manner for better tracking to attain higher productivity by streamlining the day-to-day business workflow.
Customer
This company is more than 35-year-old Telecom operator in Mauritius and offers a host of communication services in the island nation for enterprise as well as retail consumers. Being a D2C player, it operates Call Centers to address the consumer queries and has a customer experience division that does manual quality audit of calls to identify the training needs of it agents.
It has now evolved with Heartbeat, since using this AI based SaaS tool, they are able to do 100% call audits to identify the gaps and shortcomings in internal processes of agent conversations. Their stakeholders login into Heartbeat platform and use its features to improve their dexterity and identify their training requirements as well as gaps more swiftly.
Customer Challenges
They wanted call center call audit process digitization & call center efficiency
Communication & Content issues
- Random Audits of only 5% calls
- Manual & Slow Process
- Auditor understanding and bias
- Customer/Agent Sentiment & Emotion understanding
- Methodical Agent Performance review
- Identify larger gaps areas in systematic manner
- Identify specific Training needs for agents
Business workflow issues
- Productivity loss due to higher Call Duration
- Customer Dissatisfaction
- High Call Canter Operations Costs
Partner
Solution
IOanyT developed The Heartbeat platform using different AI collaborative tools to addresses the needs of the operator. It mitigates the challenges of manual audit, scientific tool, telephony, content sharing, content relevance, digitization, file records, ease of doing work and make the entire post call audit process fast & effective for all stakeholders.
The Heartbeat is a collaborative platform providing digital dexterity, deployed over AWS Serverless architecture so that it can handle scalability and robustness automatically. AWS hosting also makes Heartbeat cost effective solution because it works on Pay-per-use model and customer are getting benefits of world class hosted solution at lesser cost.
Major AWS services used in Heartbeat are –
- Random AudAI Models has been trained and deployed using AWS Batch and GPU EC2 Instancesits of only 5% calls
- AWS Serverless architecture and pay-as-you-go model to manage the unpredictable load seamlessly in cost effective way
- Solution has been built using AWS managed services i.e. Aurora, S3, CloudFront, Lambda, API gateway, DynamoDB and Athena
Features/Benefits of the Heartbeat:
| Heartbeat | Normal CC | |
|---|---|---|
| Insights of Call | Y | Y |
| Call Analytics | Y | Y |
| Sentiment Analysis | Y | – |
| Emotion Analysis | Y | – |
| Call Transcription | Y | Y |
| Call Summarization | Y | – |
| Call Quality Score (CQS) | Y | – |
| Agent wise Analysis | Y | – |
| Goal vs Achievement View | Y | – |
| Call Audit | Automated | Random |
| Call Audit Count | 100% | 2%–5% |
| Audit Feedback/Flagging | Y | – |
| Print Report/Graphs | Y | – |
| Custom Analytics | Y | – |
| Workspace Management | Y | – |
| Ease of Integration | Y | – |
| Mono/Stereo Channel Agnostic | Y | Y |
Result & Benefits
- Within months, operator’s agent productivity improved by 45%.
- Their customer engagement improved by over 30% due to faster closures.
- Their CC operations cost came down by 15% within months of adoption.