AI-powered contact centre Modernization Improves Service Quality and Efficiency

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For a global technology solutions provider

“Delivering seamless and personalized customer experiences at scale requires empowering agents with real-time intelligence and automation.”

– A global leader in digital transformation and enterprise technology

When a global technology leader in network and cloud solutions set out to modernize its contact center operations and empower agents with real-time intelligence, Movate’s Gen AI–powered contact center solution delivered transformational impact:

20–30%

faster Average Handle Time (AHT)

FCR

Delivered higher First Call Resolution

CSAT and NPS

scores improved

Business problem

A global leader in technology solutions, serving enterprises, mid-market businesses, and government organizations, faced serious issues with its contact center. Agents were unable to provide as consistent a service that was high-quality during live interactions, because they could not quickly access the necessary information spread out across multiple systems.

Alternatively, to fill the void in service continuity, agents were forced to provide uniform consultancy of a problem-solving nature, leading to delays, longer Average Handling Time (AHT), and circular routes in resolution, harming the customer experience. These issues were compounded by a lack of real-time support tools, meaning that agents had no dynamic support tools that provided the frame of reference when delivering accurate rebuttals or context-rich solutions. As a result, these challenges prevented the organization from providing a seamless, efficient, and personalized customer experience at scale.

Customer challenge

Agents in the contact center also had an even greater impediment to delivering a high-quality experience to customers. During incoming voice interactions, agents had to sift through multiple systems and databases for relevant information, which elevated Average Handling Time (AHT), and created an inconsistency in solutions. Agents had no real-time support tools to provide the necessary, accurate responses lumped in the context of personalization. These shortcomings in knowledge management touched not only customer satisfaction and customer loyalty, but also impacted operational efficiency, which made it a challenge to deliver seamless, scalable, and personalized customer experiences.

Movate’s AI solution

Movate deployed its Gen AI-enabled contact center solution, agent Interaction. The solution provided agents with instant, contextually aware knowledge extraction during live interactions, eliminating time spent engaged in manual digression. The real-time call guidance generated timely prompts, rebuttals, and next best actions that increase accuracy and consistency in issue resolution. By including customer history and sentiment and customer profiles, the customer experience platform supported personalized and empathic responses, improving customer satisfaction.

Additionally, automated post-call summaries and follow-up notes limited manual effort. At the same time, seamless integration into existing CRM and knowledge base systems ensured adoption while allowing agents to continue with their jobs. Overall, this AI-enabled solution allowed agents to deliver fast, more accurate, and highly personalized customer experiences at scale.

Movate AI differentiator

Movate’s Gen AI solution enhanced contact center performance in a significant manner. Average Handling Time (AHT) decreased by 20–30% by removing the time-consuming task of gathering information from various knowledge sources.

The AI-driven accuracy also helped improve First Call Resolution (FCR). Customer satisfaction and NPS scores improved with better, personalized, empathetic responses. Agent productivity improved; new hires ramped up faster; supervisors experienced less training time with new hires and less overall workload; the operation became more efficient.