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what is contact center agent engagement and how is it changing1

Agent engagement refers to any customer interaction that requires a human-touch. While much of the technology focus of recent years has been with self-service, the assisted service channel is seeing a resurgence of interest and importance. There is also a growing realization that customers no longer need to make a binary decision on using one form of service over the other - instead, self-service and assisted service are deeply intertwined, so much so that a single customer interaction can span both channels, multiple times.

The same advances that powered self-service - Artificial Intelligence and Machine Learning, Personalization, Chatbots - all of these are now being applied to the assisted service channel, giving organizations the ability to deliver perfect agent engagement interactions. It isn’t about a single technology on a single channel anymore. Assisted service is still about the human-touch, but with the added assistance of a robot! Think of it as “Intelligent Agent Engagement.”

About Jacada

Jacada’s automation expertise and IP within customer service operations continues to deliver end-to-end customer service automation solutions to global enterprises helping them move further down an autonomous CX path. From guiding the contact center agents and automating their manual tasks to fully automated customer self-service solutions, Jacada automates interactions while improving customer experience.

Supporting all channels and systems deployed in high volume contact centers to low volume call centers, Jacada customer service automation solutions are designed to improve customer self-service and agent-assisted service. Each solution can be deployed as a standalone or incorporated as part of a suite through the Robotic Automation & AI Hub we refer to as “Interact.”

As a leader in customer service and contact center solutions, Jacada’s award winning solutions enable organizations, all around the world, to provide the absolute highest quality of service for their customers.

decision guide intelligent agent engagement

Decision Guide for Intelligent Agent Engagement

This guide aims to simplify the confusing agent engagement landscape, navigate pitfalls and show how to roll out assisted-service projects, while also minimizing risk.

[About the author]Dylon headshot Dylon Mills is the Director of Marketing Content Strategy & Development at Jacada. As such, Dylon’s main responsibilities are to strategize, create and deliver content for Jacada’s product portfolio that align with the global Go-To-Market strategy, corporate positioning, and marketing campaigns. Dylon’s prior work experience includes Product Management at one of the top Fortune 500 Technology companies, Symantec Corporation. Outside of work, Dylon enjoys problem-solving and any project that includes building/tinkering with tools. Dylon holds a BS Consumer Economics from the University of Georgia.