What is Agent Assist?
More than a buzzword, Agent Assist is the future of contact center productivity.
What Is Agent Assist?
How Does It Work?
Why Do I Need It?
Make Every Agent Your Best Agent With Agent Assist
The Four Pillars of Great Customer Service
Jacada’s Agent Assist software enables contact centers to execute well on each of the following:
- Getting Connected: Agent Assist helps contact center agents connect with customers with complete context of their self-service journeys.
- Process Orchestration: This solution enables contact center agents and other staff to follow processes, while complying with best practices and industry regulations.
- Knowledge & Insight: Our software assists contact center agents and other members of the customer service workforce to quickly answer customer questions and deliver actionable recommendations that drive customer loyalty.
- Resource Management: By simplifying agents’ on-the-job experience, Agent Assist not only leads to better customer experience outcomes but also reduces agent onboarding time, agent stress level and agent attrition.
Who Uses Agent Assistance Solutions?
Company Sizes: Large enterprises have long found value in the technology, but it’s important to point out that agent assistance isn’t just for big companies. In fact, Small and Mid-Sized Businesses (SMBs) make up the largest growing segment in the agent assist technology space right now. (That’s any company with between $5 and $500 million in annual revenue.) And thousands of companies even smaller than that use agent assist as well.
Industries: Companies across all industries are using agent assistance. The early adopters were primarily in telecommunications, media & entertainment, technology, banking, financial services and in business process outsourcing services. But increasingly, companies across all categories – including utilities, healthcare, travel & hospitality and ecommerce, among others – are adopting agent assist for its real-time, interaction-oriented approach to enhancing customer lifetime value and operational excellence.
What is Included in Agent Assist?
Robotic Process Automation (Desktop Automation)
Scripting & Process Guidance
Most Agent Assist products offer some combination of these capabilities. In a subsequent section, we will explore these capabilities further and explain how they work together to help every agent in your contact center sell to, serve and save customers just like your best agents.