Agents are operating in increasingly complex environments. Call types are becoming more complex (after all, the simpler calls are being handled by self-service solutions), the regulatory landscape is becoming more challenging, and companies are offering more products and services. Today’s call center agent is surrounded by technology. Agents are often left to utilizing outdated static scripts, or worse, relying on poorly memorized scripts from training conducted months ago. Agents also need to watch out for regulatory, process, or legal requirements. The result? Long call times and frustrated customers (and agents), a high error rate severely impacting first call resolution, and, perhaps more worryingly, actions outside of approved company or legal regulatory requirements.
Your agents are dealing with complex applications or processes resulting in errors or long call times
Your organization is looking to improve First Call Resolution
Your organization wishes to reduce agent training time and agent churn
Your agents can’t keep par with the constant changes in (and additions to) products, services and price plans
By offering instant, contextual guidance during the interaction, Agents always know the next best action, can easily troubleshoot problems, avoid legal problems, and get the most out of each call.
Agent Guidance ensures your agents interact the right way, at the right time. Working side-by-side with your existing desktop applications, Agent guidance does not require agents to learn a new environment. Instead, they are guided in real-time with helpful step-by-step prompts, coupled with automation to perform tasks on behalf of the agent.
Deliver effective interactions and ensure optimal performance of all your agents. Utilizing interactive guidance and next-best actions, your agents know exactly what to do, when to do it, and how to do it. Agent guidance can work in concert with automation technology to drive shorter calls, better customer interactions and shorter agent training times.
At last, call center scripts that don’t sound…. "scripted." Subject matter experts, agents, trainers, product managers, and supervisors can create scripts with clicks — not code — and publish them in real-time to your agents. With full support for integrating with all of your applications, our rules engine, and built-in language translation, can dynamically change based on who you’re talking to for a natural sounding conversation.
Using an intuitive visual designer, processes are mapped out quickly and easily. Modeling your process, simulating its behavior, creating unit tests, versioning and deployment. Now you can respond rapidly to changing business requirements by seamlessly integrating people, processes and systems, all the while ensuring a robust and easily maintainable system
Be automatically guided to the next best action while on the phone or chat with the customer. Enable agents to focus on the customer, not the system, so that customers receive an optimal solution to their query in the shortest time possible
System functionality and design changes are verified in an isolated test environment and subject to functional and security testing prior to deployment to active production systems. Instantly deployed to agents, monitored in real-time and then fine-tuned. By continuously refining interactions, you can meet and exceed customer service experience goals.
Automation provides process guidance, enhance your existing workflows, and eliminate redundant data entry while simplifying lengthy navigation sequences.
Sentiment analysis can now serve as a real-time input and influence the interaction in any direction necessary