Case Study: G&A Partners modernizes contact center automation with Ciklum

G&A Partners cuts contact center rework and skips dead-end transfers with Ciklum

G&A Partners, a US-based professional employer organization, faced significant challenges with its fragmented and inefficient contact center. Their legacy IVR system was easily bypassed by callers, leading to misrouted calls, compliance risks, and excessive agent rework. To address this, they partnered with Ciklum to overhaul their operations and improve service delivery.

Ciklum engineered a comprehensive solution by migrating the contact center to Amazon Connect and replacing the static IVR with a Boost.ai conversational AI virtual agent for intelligent call routing and resolution. They provided agents with a unified interface and integrated systems for live presence data and reliable analytics. This resulted in improved call handling, eliminated transfer dead ends, and gave the business full, real-time visibility into its contact center operations.

G&A Partners