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Make every agent your best agent
Heavy workload on the customer support agents due to multiple customers and scores of complex queries every day can make your agents feel pressured, burned out and hold them back from meeting customer expectations. Also, this may lead to long wait times, negative sentiments of customers, escalations, and thereby possessing a substantial threat to your customer experience.
Engagely Real-Time Agent Assist is a transformative solution that helps your agents with the support and information they need to resolve queries more effectively and efficiently during live customer interactions.
Experience a holistic impact on the contact center operations- Right from the customer and agent experience to overall productivity
The feature leverages generative AI models to analyze ongoing conversations, understand customer intents and generate appropriate responses or recommendations for the agents to use in real-time. Instant and contextually relevant suggestions and guidance during live interactions with customers help agents deliver seamless experiences.
The smart AI powered Agent Assist accurately identifies customer sentiment. It determines if the sentiment is positive or negative and immediately recommends the next action to the agents to drive successful outcomes from every customer interaction.
A Generative AI-enabled LLM model helps agents assist craft better responses in appropriate language and tone, enhancing customer satisfaction and communication quality. The feature equips agents with relevant suggestions by accurately recognizing keywords from the user query. It determines whether the expressions were favorable, unfavorable or neutral. It also notifies the supervisors if any such keywords were identified.
With a speech-to-text module, transcriptions are available for calls to the agents as well as supervisors in real time and after the call. This helps derive actionable insights from each interaction in order to improve overall CX.
Centralized Knowledge Bank
The repository of information, documents, and resources that is enhanced and enriched using Generative AI technology gives agents the information they need to be more productive in each conversation in real-time.
Audial Indicators With V-Assist
The Agent Assist for Voice, identifies acoustic indicators like long silences and interruptions during live customer interactions to respond or take an action accordingly. This improves average handle time (AHT) and boosts customer satisfaction.
The Agent Assist is designed in a way that the context of the conversations between the customers and the customer support agents across channels is conserved with its Omni-channel presence.
Give your customers and agents a memorable experience with Engagely’s transformational product gateways
Contact Center Cloud
This set of software, tools, and services allows multi-channel customer interactions for enterprises across modern communication channels, including- voice calls, video, social media, email, SMS, and chat. The contact center software automates and simplifies call center operations with unified customer and agent experience with minimal deployment time and reduced costs. The real time Agent Assist is a great add-on to the contact center software solution that seamlessly improves overall agent productivity.
Unified Communication Cloud
The solution helps you simplify customer engagement across the channels your customers use. The unified communication cloud brings up all the information from various resources into a single window console, which further provides a dynamic view of the customer details to drive smooth experiences through the unified window dashboard.
Engagely Analytics Cloud
Convert the enormous structured and unstructured data into precise actionable information with Generative AI powered analytics cloud. The insights are based on extensive customer data and real-time reporting of factors like average handling time (AHT), first contact resolution (FCR), and more. This allows you to get detailed insights into the customer behavior, team’s insights, and overall performance insights which further helps you deliver an out-of-the-box customer experience
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The client is a leading InsurTech platform to purchase life and general insurance products. The client focuses on introducing and delivering value-based, innovative, and competitive solutions for their customers....