CSS Corp’s Early Warning System (EWS) helps organizations to analyze interactions with their customers across channels. This helps organizations to identify issues and categorize them based on the severity of impact it would have on their business. The early warning system aims to reduce the time between issue detection and resolution by sounding a warning even before it becomes critical.

OurFeatures

Diagnostics

Setting up a framework or adapting the client’s framework to diagnose different issues that may crop up and identify the corresponding resolution times

Prediction

Based on historical diagnostics EWS will predict the resolution time. This will also predict agent’s future performance and customer needs based on past resolutions provided

Optimization

Automate issue assignment to agents based on historical performance and capabilities to solve any issue. Select issues based on similar case resolution, resolution efficiency and product category

Success Stories

Automated QA for Leading Manufacturer of Networking Equipment with Speech Analytics

  • Delivered 15% CSAT score improvement
  • 20% AHT improvement
  • Text Analysis and Decision Trees which were used for TTR Estimation
  • Segmented cases into homogeneous behavioral groups based on meta-data patterns using the clustering approach

CSS Corp is now Movate

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