Glossary Test
Our OCC upgrade project blends legacy ACD logic with a ZEN-Stack micro-services core, letting FOQS steer traffic while SPARK tunes sentiment in real time. Agents jump straight into context-rich interactions thanks to CTI, and STT streams feed GLASS for dynamic knowledge surfacing. The result? FCR lifts, AHT drops, and CSAT & NPS climb without a ceiling in sight.
Contact Flow Modernization
Voice Channel
IVR to ASR+TTS
Micro-tweaks
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HUSH Mode kicks in during hold loops, trimming dead-air seconds.
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PIXIE Dust pre-caches likely intents so NIMBLE can hit sub-50 ms bot replies.
BOT CR now trends above target while PRISM Score predicts downstream reopen risk.
Digital Lane
Chat & Social
GLASS orchestrates seamless bot→agent pivots; WIZARD rules trigger RPA bursts for “swivel-chair” updates, freeing WFM capacity. ECHO-CX silently reallocates difficult threads to empathy-specialist pods whenever live sentiment dips.
Implementation Blueprint
Phase 1 — & Kernel Seeding
pipelines auto-deploy core kernels, letting FOQS self-heal queues from day one.
Phase 2 — Agent Assist Roll-out
NIMBLE sidebars surface real-time guidance via SPARK. QM calibrates coaching loops using live PRISM insights.
Phase 3 — Continuous Refinement
WFM dashboards overlay ZEN-Stack telemetry, spotlighting IVR leak points and BOT CR anomalies. Weekly sprints fine-tune CTI screen-pops, ASR thresholds, and PIXIE Dust prefetch depth.
Phase 4 — Relax
Make sure you EAD
Outcomes & Next Steps
With OCC unified under ZEN-Stack and every channel riding FOQS, customers glide through journeys while agents leverage SPARK-powered insights. Next up: expand GLASS blueprints to proactive outbound, plug PRISM alerts into executive dashboards, and fold RPA macros into EAD for zero-touch scaling.