Process Automation for Contact Center Teams

Automate repetitive tasks to improve handle time and help agents resolve customer issues quickly, efficiently, and thoroughly.

Empower Agents to Perform Better by Automating Repetitive Tasks

technology-01-web

Shift Start

Signs the agent into all required applications at the start of the shift, shaving several minutes off the time typically spent preparing to take the first call.

Compliance

Displays relevant disclosure scripts on the agent’s desktop throughout the call, such as regulatory requirements specific to a caller’s location.

Call Flow

Populates multiple systems with customer data during the call. The agent enters data into one system (e.g., CRM) and other systems auto-populate.

Notes

Automatically enters key call-interaction notes into the appropriate ACW field, freeing agents to move on to the next call.

Contact Center Automation Platforms

Workforce Automation for Contact Center Teams

Workforce Automation for Back Office Teams

Related Posts

Call Center Agents AI Won’t Replace Call Center Agents - There’s a common misconception that technology will disrupt customer service the way it disrupted manufacturing. Using robots to assemble more cars or blenders per hour than human labor solved a mechanical problem, and it did displace workers. But customer service is a human activity, not a mechanical one. Call center agents solve problems for an…
Webinar Recap: Flip the Script on WFM - “The call center is like a hurricane,” says Nathan Belfield, a 15-year call center veteran and current Customer Success Leader at Intradiem. “WFM managers can plan all they like, but their plans usually need adjusting midstream.” Those adjustments are typically done manually, which eats up a lot of staff time: “Up to 50% of my…
Contact Center Absenteeism: Greater Flexibility is the Cure - Absenteeism among contact center agents has been a persistent problem for years, with many businesses dedicating HR and Operations staff members specifically to the pursuit of a solution. But the coronavirus pandemic seems to have revealed a solution that was hiding in plain sight all along: a greater level of workplace flexibility for agents. The…

Start Real Time Savings

Power and flexibility to modernize your contact center and create a lasting impact for your business.