Overview
A global logistics solutions provider sought to improve its contact center operations by reducing agent ramp time, improving the quality of customer engagements, and enhancing overall customer satisfaction. To achieve these goals, the company partnered with Tech Mahindra, a Google Cloud Premier Partner, and Google Cloud to implement Google’s Customer Engagement Suite (CES).More
A global logistics solutions provider sought to improve its contact center operations by reducing agent ramp time, improving the quality of customer engagements, and enhancing overall customer satisfaction. To achieve these goals, the company partnered with Tech Mahindra, a Google Cloud Premier Partner, and Google Cloud to implement Google’s Customer Engagement Suite (CES). The shipping company invested in cloud infrastructure, AI services, and other technologies to deliver better customer experience and sharpen its competitive edge.
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Client Background and Challenges
A global logistics and shipping company faced several challenges with customer responsiveness in its contact center operations. Agents were expending significant effort to understand customer conversations. The company wanted to improve contact center operations by:
- Reducing average support call handling time by 35 seconds.
- Reducing agent effort on knowledge retrieval by 50%.
- Improving first-call resolution by 30%.
- Automating call summarization for all calls with 80% accuracy.
Overall, the company targeted a boost in customer satisfaction by at least 10%.
Our Approach and Solution
- A leading logistics and shipping provider partnered with Tech Mahindra to implement Google Contact Center AI (CCaaS)
- Enabled AI integration into existing contact center infrastructure without replacing apps or re-platforming agents
- Tech Mahindra designed an Agent Assist solution integrated with Avaya telephony, Salesforce CRM
- Rolled out as a production proof of concept for a subset of contact center agents
- Multi-party collaboration with Google and the client established SIP recording, Telephony integration
- Embedded intelligent assistant technology into the company’s Salesforce agent desktop
- Enabled advanced features includes Customer Engagement Suite (CES) Insights ,Agent Assist,Generative Knowledge,Quality AI
- Key Google Cloud technologies implemented:Conversational Insights (CES Conversation Insights),Cloud Speech-to-Text transcription,CES Quality AI,CES Generative Knowledge Assist,CES Agent Assist,Cloud Data Loss Prevention (now Sensitive Data Protection),Cloud Run and Cloud Storage
Business and Community Impact
The implementation of Google Customer Engagement Suite (CES) and related technologies yielded several key benefits for this global enterprise, including:
- Reduced ramp time for agents via intelligent assistants.
- Improved monitoring of conversation quality using automation and AI.
- Integration of advanced AI into the existing technology portfolio without needing to replace applications or re-platform the agent workforce.
- More-flexible integration into the shipping company’s heterogeneous technology environment because Google’s Customer Engagement Suite (CES) solutions are agnostic to telephony and CRM products.
By integrating advanced AI into its existing systems, this global logistics and shipping enterprise was able to improve agent efficiency, call quality, and customer satisfaction. The partnership with Tech Mahindra and Google Cloud enabled the shipper to implement a comprehensive solution that positioned the company for continued customer success in its global logistics operations.