Engagely.ai delivers more natural conversations, multi-lingual support and intuitive workflows with Microsoft Azure

The no-code platform leverages voice AI to enhances its 360° CX capabilities, enabling it to automate and personalize customer interactions securely on a large scale. Its Intent-entity NLP based proprietary engine is particularly noteworthy, as it enables the omnichannel platform to comprehend customer intentions, resulting in improving agent productivity, reducing operational cost and excellent customer engagement across more than 35 enterprise channels and 120 languages.

The company has deployed over 150 enterprise-grade solutions for organizations across India, South East Asia and the United States of America.

Need for delivering immersive customer experiences in real-time

Before the pandemic, contact centers struggled to offer real-time customer support across multiple languages and channels. There was a particular emphasis on providing immersive experiences over voice and chat support channels. The pandemic exacerbated the situation, causing resource constraints and heightening customer expectations for real-time, multi-lingual support. 

In response, enterprises turned to comprehensive and quickly deployable automated CX solutions. Engagely.ai rose to the challenge, focusing on automation, language support, and natural emotional styles in voice-based support. The company had ready-to-use industry specific pre-built AI models, zero-code environment, intelligent and insightful analytics, andoffered support in various languages, tones, and dialects while also prioritizing the portability, security, and scalability of its solutions. 

Using Microsoft Azure for multi-lingual support, natural conversations and intelligent workflows

Engagely.ai assessed various options and ultimately selected a Microsoft solution due to its extensive language support, advanced security features, and customizable features. These capabilities aligned with the company's business requirements. The expertise of the Microsoft team and their commitment to providing high-quality service also played a significant role in the decision.

Within a period of 2 months, Engagely.ai utilized Microsoft Azure Cognitive Speech Services (STT) and Text Analytics (TTS) to deploy a comprehensive solution.

Raj Swaminathan, Director Sales, Engagely.ai says, “Our solution combines Azure Cloud Deployment and IVR Navigation with a voice bot to provide a highly efficient system. The smart IVR performs skill-based routing, while the voice bot handles queries, resolves repetitive ones, and forwards complex queries to agents. This combination enables agents to handle more queries with fewer resources involvement time.”

More innovation and better performance at lesser costs

Rohit Mathur, Founder, Engagely.ai, says, “Our clients have used our solutions successfully in different business scenarios such as customer support, after-sales support, and intelligent automation of customer interaction workflows. Microsoft Azure Cognitive Speech Services and Text Analytics have helped us innovate and extend the capabilities of our CX platform leading to higher customer adoption. With the expertise of the Microsoft team, we are able to deliver multi-discipline projects across technical boundaries.” 

After implementing the Microsoft solution, Engagely.ai has experienced numerous benefits, including: 

• Engagely.ai's workforce has developed expertise in AI and ML technologies. They can now securely deploy the company's solutions across various environments, including cloud, on-premises, and hybrid.
• Utilizing Azure Speech, Engagely.ai can seamlessly meet all customer experience needs and provide engaging experiences that delight customers. The company's solutions support multiple languages and dialects. The intuitive design of business workflows has widened their reach.
• The solution has increased its NPS by 25% and has enabled Engagely.ai to reduce operational costs by 75%.

The Microsoft solution has bolstered Engagely.ai's no code CX platform to help its clients do more with less. It has accelerated their top-line revenues and improved operational efficiencies with enhanced CX and EX (employee experience) at lower costs.

Engagely.ai continues to leverage additional Microsoft solutions to deliver cutting edge intelligent automation for enterprise customers across the globe.