Slow, Inconsistent Answers
Agents couldn't find accurate, current answers quickly enough while a customer was on the line, driving up handling times and error rates.
Step-by-step logic flows that help frontline agents quickly navigate complex customer scenarios
Interactive training tools and assessments designed to test agent comprehension and practice
Seamless, secure single sign-on integration (such as Azure AD) ensuring streamlined login.
About the client
Bajaj Finance runs large contact-center and frontline teams supporting its Bajaj Pay business, covering products like UPI, BBPS, and PPI, along with related rewards, offers, and service scenarios.
Like most large support organizations, agents needed accurate, up-to-date answers fast while a customer was on the line, but policies, offers, and scripts change constantly, with no reliable way to push updates to thousands of agents the moment they happened, or confirm agents had actually absorbed the new information.
The Challenge
Agents couldn't find accurate, current answers quickly enough while a customer was on the line, driving up handling times and error rates.
Products, offers, and call scripts changed frequently, with no reliable way to push those updates to thousands of agents as soon as they happened.
There was no easy way to verify agents had absorbed new information, or to see which content was actually working.
The Gyde Approach
Agents log in through their existing Microsoft Azure AD (ADID) identity, with role-based Admin and Agent experiences, so there's no separate password to manage.
Authors build interactive decision trees that guide agents step-by-step through scenarios such as KYC handling or UPI issues, alongside hands-on simulators for safe practice, with every run captured for analysis.
Periodic Knowledge Tests verify agents have understood the material, and structured courses support deeper learning, both trackable per user.
A timely-updates feed pushes policy changes, offers, and alerts to agents, with today's, last five days', and custom date-range views so agents start each day knowing what changed. Step 5
A task and approval engine sits over all content types, requiring review, approval, decline, or callback before anything goes live, with bulk approvals and a full audit history.
Why It Works
Every piece of content moves through a review and approval workflow before it reaches agents.
Azure AD single sign-on and role-based access mean agents use their existing corporate identity, with clear separation between Admin and Agent experiences.
Decision trees, simulators, knowledge tests, courses, and help articles all share the same create, clone, publish, and measure workflow.
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Give your frontline agents one always-current source of truth, guided scenarios, and a full audit trail, behind the SSO they already use.