Contact Center Management Cockpit (CCMC)

Traditional methods of managing contact center quality can’t keep pace with increasing complexity and constantly shifting customer expectations. These outdated manual approaches result in limited sampling, subjective scoring, and delayed reporting, which ultimately impacts customer experience.

Coforge Contact Center Management Cockpit (CCMC) addresses these challenges with automated post-call monitoring using advanced AI technology. Leveraging Azure AI, CCMC offers transcription, call summarization, automated scoring, and generates actionable insights to enhance agent performance and deliver meaningful business outcomes.

Key capabilities:

Results Delivered

• 100% call sampling, to ensure comprehensive coverage and higher confidence

• ~60% cost reduction through automation

• 90+% accuracy across transcription, scoring, and analysis

• Up to 20% higher CSAT and compliance driven by improved business insights