Amazon Transcribe Live Call Analytics (LCA) Sample Solution

Official Repo for python-vcon and py-vcon-server Python packages

Comprehensive Power BI dashboards showcasing insights on Call Centre Trends, Customer Retention, and Diversity & Inclusion to drive business impact.

Agent Insights & Call Activity at Your Fingertips. This Power BI dashboard tracks calls answered, answer speed, & customer satisfaction. Built with Power BI & Excel.

Predict which customers should a call-center call for greater assertiveness in a sale

Implementation of ARCH and GARCH models with MLOps pipeline on the AWS for deployment and management in a production environment.

Gaussian Time Series model and MLOps pipeline using the AWS to deploy the model in a production environment.

PwC Switzerland Power BI in Data Analytics Virtual Case Experience helps build foundation in data analysis and visualization with Power Bi

An AWS serverless AI services pipeline for analysing call center calls, with custom analytics built around AWS Transcribe and AWS Comprehend and insights published on AWS Quicksight.

These projects focused on call center trends, customer retention, and diversity & inclusion analysis. Each project offered valuable insights and hands-on experience that have enriched my understanding of these critical areas.

This analysis measures the performance of a call centre and assessed the satisfactions and sentiments of customers.

This shows my complete Power BI dashboards with real world data provided by PWC Switzerland. This is a Forage virtual internship where I got to use, analyze and gain valuable insights using real world data

Interactive Power BI analysis of call center KPIs: total calls, CSAT by agent, average handle time (AHT), first-contact resolution, peak hours, top call drivers (Technical Support, Payment Issues), workload balance, and recommendations for staffing, training, and process optimization.

VB.Net code for interfacing with Avaya's CMS Supervisor call center management software.

Power BI Dashboards and Power Point Presentations

Call-Center dashboard

Operational efficiency analysis for a virtual telephony service. Features automated KPI tracking, statistical hypothesis testing (Mann-Whitney U), and an interactive Tableau Dashboard to identify ineffective operators and systemic bottlenecks.

Time series model using multiple linear regression on call-centre data.

Comprehensive Power BI dashboards showcasing insights on Call Centre Trends, Customer Retention, and Diversity & Inclusion to drive business impact.

An Excel-based call center analytics project focused on evaluating inbound call trends, customer sentiment, SLA performance, and operational efficiency across multiple support channels and call center locations. The dashboard provides actionable insights to support service optimization, staffing decisions, and customer experience improvement.