FPS Innovation Labs

FPS Innovation Labs is a subsidiary of Full Potential Solutions (FPS). a global product company headquartered in the US. We help contact centers around the world better engage with their customers by combining our deep domain expertise with cutting-edge technology. Our AI enabled, cloud-scalable analytics products enhance the end-to-end customer journey via omnichannel engagement (voice, email, SMS, chat and conversational AI) and optimize agent performance. Our offices are spread across US, India and Philippines. Some exciting initiatives we are working on are: > Creating AI driven conversational experiences for a wide spectrum of global enterprises > Designing and development amazing user experiences across data visualization and analytics in the customer engagement / contact center industry > Salesforce based solutions for omni-channel customer engagement leveraging AI to enhance contact strategy and routing, guide agents on next best action (NBA), enable dynamic scripting, capture voice of customer (VOC) > Developing standardized AI/ML models to optimize customer engagement and agent performance using various Python frameworks and AWS services (Transcribe, Comprehend, Sagemaker, etc.) >Developing a comprehensive Data, Analytics and Reporting platform to integrate, measure and analyze millions of daily customer interactions/metrics across all our clients >Building web/mobile apps to improve agent/manager performance across thousands of agents (metrics, gamification, collaboration) >Deploying cutting-edge, tech-enablement services using the AWS ecosystem, including microservices and server less architecture, CI/CD pipelines, event notification services, search services, multi-tenant architecture and lots more. Our team has successfully built and scaled analytics-focused products at companies such as Salesforce, Demandware, and IBM. We have strong backgrounds in Computer Science, Math and Engineering from top universities such as IIT, Harvard and Yale.