How is Agara implemented in production environments?

Speed of execution and agility sets us apart, when it comes to implementation. From Discovery to Deployment, Agara can be implemented in a new production environment in a matter of 5 weeks. Agara’s tried and tested AI and ML methodologies, and a continuous improvement model enables brands to test, learn and realize automation benefits from day zero.

The implementation approach

The implementation of Agara in production environments begins with a 1-week discovery phase. During this time, we gather data to understand how the contact center’s calls are being handled currently. This data enables us to recognize the issues at hand and determine suitable workflows. We analyze the existing conversations and establish the baseline metrics needed to design conversations.

The subsequent phases are design, development, testing and launch, which are typically between 4 and 5 weeks. These stages consist of workflow design and development, data annotation and processing, training the speech recognition models, and supporting integrations as needed.

When it comes to integrations, Agara works as a conversational/intelligence layer on top of the customer’s existing enterprise systems. These enterprise systems typically fall into 3 buckets:

  • Telephony)

Agara works in 2 methods with telephony systems. 

  • It can be integrated with the client’s existing telephony system (like Genesys) through a SIP Trunk.

On the contrary, the client can also be provided with a standalone number managed by Agara.

  • CRM – case management (salesforce)
  • Industry Specific and transactional backend systems (ERP, Airline GDS systems, Order management systems in retail, underwriting systems in insurance) as required by the use cases being dealt by it

To support the integrations, Agara requests data will be requested via APIs. Agara will provide API documentation, while clients create specific endpoints for each API request. When implementation is done in the Standalone Mode, Agara provisions a new phone number for the client and assigns it to specific call flows. When customers call the new phone

Number, the call lands directly on Agara – Agara manages call handling, network capacity and uptime.

After development, the system is tested for performance, conversation accuracy, data integrity, compliance, feeding the data into the CRM to complete the process, and other mission critical tasks associated with accomplishing the goals. The models can be continuously fined tuned with data in regular intervals – for better accuracy.