The Client
Mayday Group is a market research and consulting company for B2B Companies.
Synergy
Designed and developed a WFM platform whose core is an AI engine
The Challenge
Mayday was in need of a custom solution for their call center campaign planning and workforce management platform (WFM) that could encompass all the features provided by current market features, while also adding unique functionalities that were not available elsewhere.
The Solution
GM2 successfully designed and developed Synergy WFM, whose core is an AI engine (machine learning model) and can predict and simulate different campaign scenarios allowing s management to successfully meet KPI’s . It is motorized with AWS cloud tools and Machine Learning models.
Synergy’s main goal is to seamlessly integrate with call center systems, like Neotel, to provide comprehensive reporting, graphical representation of data, and metrics visualization. Additionally, it was designed to support inbound and outbound campaigns by enabling the creation and definition of call center fight plans.
GM2 provided an end-to-end service that included: MVP product discovery web app UX/UI design, AI engine (machine learning) development, web app back-end and front-end development, and QA.
The Results
We secured 98% call center campaign planning efficiency, alongside a 25% reduction in operating costs.
Using our Synergy platform's multi-class classifier model, we maximized the likelihood of service purchase by identifying optimal sales channels, whether specific or general.
Synergy's precision in up-selling and cross-selling boosted revenue streams. Moreover, on performance marketing we focused on understanding key variables—timing, platform, ad design, target audience—for utmost purchase potential. These accomplishments underscore our commitment to driving value through innovation and strategic insight.
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