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Connex chosen as AI finalist at Cloud Excellence Awards 2021

By Sean Fielding

Published 22 September 2021

The Computing Cloud Excellence Awards is an annual award ceremony that recognizes the very best of the UK’s cloud industry. This year, Computing has named Connex a finalist in the new ‘Best Use of Artificial Intelligence in the Cloud’ category.

 

Connex is a finalist in the ‘Best use of AI in the Cloud’ category at this year’s Computing Cloud Excellence Awards

Artificial intelligence is the next big game-changing technology, with thousands of potential use cases across all industries. Combining AI technology with cloud computing gives AI systems access to vast troves of data to deliver more value at lower costs. This award recognizes AI projects and implementations that rely on the cloud.

Connex is proud to be nominated for our CX platforms’ Gamify Module for this year’s award – a development that utilizes AI to provide agents with a fresh and engaging workplace experience.

Improving productivity by up to 233%

Speaking about the introduction of Gamify within the Connex platform, Head of AI Dmitry Sityaev said:

The product development of Gamify began as a simple idea from working with multiple tickets coming from our legacy platform. We then began to realize there was a gap in the market that we could fill by providing gamification as a microservice.

Since its inception, the Connex customer engagement platform has undergone several major releases, including the introduction of new technology such as artificial intelligence element for the Quality AI (QM) module.

 

In the future, we are looking at incorporating gamification into a workflow management tool. Gamify is a great incentive for agents to focus on performance, allowing for full transparency by utilizing a dashboard where team managers can reward agents based on quality and performance.

“The results of gamification have been phenomenal. We have seen our customers increase employee retention by up to 35%, and improve productivity in some cases by up to 233% which is an incredibly high-performance indication.” says Dmitry Sityaev.

Performance enhancing AI for cloud-based communication

During the COVID-19 lockdown period, companies needed to find tools to keep their employees both motivated, performing and engaged, often whilst working remotely. Gamify for Connex’s cloud-based system did just that.

It has had phenomenal benefits on mental wellbeing for agents, in addition, to return on investments. Allowing agents to see who is at the top or at the bottom of the leaderboard increases transparency, and allows agents to reach out to fellow teammates who may be at the bottom of the leaderboard, and simply ask “are you ok, and is there anything I can do to help?”

Gamify is not only a tool for encouraging competition. Combined with the centralized business intelligence of the Connex platform, Gamify offers an engaging leaderboard that can be viewed by the entire team, allowing for real-time updates and an overview of the daily team performance.

This equips managers to incentivize the teams accordingly. All the data is stored in the cloud, allowing for easy reporting, diagnostics and visibility for both the agents and the Connex customers at large.

Gamify has quantifiable results, allowing businesses to:

  • Monitor and record all interactions in real-time with a suite of custom reports
  • Improve retention and performance by letting agents manage their own shifts
  • Uplift employee engagement and drive productivity by gamifying your business’s KPIs
  • Quickly identify your top and bottom performing agents to facilitate enriching coaching programs

Simple integration with your software is one of the key requirements of any new system you implement and that’s why we’ve made integrating with the Connex platform seamless.

The Connex platform has the ability to integrate with a variety of the world’s leading software whether it be CRM systems, fintech or ticketing systems.

Connex is honored to be recognized at the 2021 Cloud Excellence Awards and would like to wish the best of luck to all of this year’s nominees.

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