AI-powered Operations Management

Any Channel, One Heart

Datamatics AI-powered Operations Management Offering is the backbone of the omnichannel contact center. Right from the unification of data, creating personalized interactions, customer journey mapping, unified workplace for agents, AI-driven bots, and workflows, we enable holistic customer interactions. We augment the agent to enable him to focus on providing support and fostering customer satisfaction. The Datamatics EQUIP Framework – Engage, Qualify, Unify, Infuse & Propel merges people & processes into a comprehensive system. In the first stage - ‘Engage’ leveraging AI we develop a governance structure, define expectations, enable process discovery, and generate an IT architecture. At the ‘Qualify’ stage, with AI we assess the risks associated with the processes, create a network design, enable transfer of knowledge, and deploy a business continuity plan. At ‘Unify,’ we hire & onboard the right resources, provide training & coaching, and optimize processes to ensure alignment with the operational goal. At ‘Infuse’, we finalize transfer plans, execute quality assurance, enable the transfer of knowledge, set up frameworks to mitigate risk, and put in place business continuity protocols to ensure resilient operations. ‘Propel’ ensures the go-live is smooth, deploys controls to mitigate risks, conducts performance tracking and lastly analyzes learnings.

AI-powered Operations Management Offerings

powered Agent Training-1

AI-powered Agent Training

  • • Enhance agent performance, engagement and productivity with AI-Simulated Agent Training
  • • Personalized, insights-based Agent AI-Scoring & Coaching
Automated Quality powered by AI-1

Automated Quality powered by AI

  • Enable Quality Assurance that is fully automated and powered by QA GPT
  • Extract insights and optimize customer interactions with AI-Powered Speech Analytics
AI-powered Agent View-Assist-1

AI-powered Agent View/ Assist

  • Intelligent agents support with Generative AI Agent Assist & Agent GPT
  • Agent Augmentation with AI Trigger - Next best Action for better customer experience


Case Study


Improved The Customer Service Quality For A Fastest Growing Multi-Channel E-Retailer

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Leverage the Human-AI Convergence in Customer Management

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Humanizing the digital - The AI driven contact centers of the future

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AI-backed Omnichannel Digital Contact Centers to Deliver Superior CX

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White Papers


Enabling superior customer experience with Customer Management Solutions

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