Genpact Luxembourg S.à R.l. Ii

Sudha Bhat

Sayed Ali Sharafudeen

A method and system for providing a data consolidation for improved customer communication and agent performance evaluation in a multi-channel contact center are provided. The method includes receiving interaction data of an agent with customers across different communication channels within the contact center, consolidating the interaction data received across the different communication channels, aggregating the consolidated data to generate a set of metrics indicative of agent performance, inputting the set of metrics into an agent performance measurement framework, and determining a performance score for the agent based on an output of the agent performance measurement framework.

Growing community of inventors

Bengaluru, India

Sudha Bhat