The Computing Cloud Excellence Awards is an annual award ceremony that recognises the very best of the UK’s cloud industry. This year, Computing has named Connex One a finalist in the new ‘Best Use of Artificial Intelligence in the Cloud’ category.
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 recognises AI projects and implementations that rely on the cloud.
Connex One is proud to be nominated for our CX platforms’ Gamification Module for this year’s award – a development that utilises AI to provide agents with a fresh and engaging workplace experience.
Improving productivity by up to 233%
Speaking about the introduction of Gamification within the Connex One platform, Head of AI Dmitry Sityaev said:
“The product development of Gamification 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 One customer engagement platform has undergone several major releases including the introduction of new technology such as artificial intelligence element for the Quality Management (QM) module.
“In the future, we are looking at incorporating gamification into a workflow management tool. Gamification is a great incentive for agents to focus on performance, allowing for full transparency by utilising 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%, 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. Gamification for Connex One’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 is a transparent means to reach out to your teammate who may be at the bottom of the leaderboard and simply ask the question – “are you ok, and is there anything I can do to help?”
Gamification is not only a tool for encouraging competition. Combined with the centralised business intelligence of the Connex One platform, Gamification 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 incentivise 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 One customers at large.
Gamification 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 programmes
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 One platform seamless.
The Connex One 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 One is honoured to be recognised at the 2021 Cloud Excellence Awards and would like to wish the best of luck to all of this year’s nominees.