Agent Assist Solutions

Supporting your staff when it matters

Hiring and onboarding new employees is a challenge in today’s contact centre. Time to productivity, quality, knowledge level and risk mitigation are critical. Deploying suggested next best action, real-time compliance and sales upsell can increase your team’s capacity, accelerate onboarding and improve employee experience. With Context360’s RT Assist, you can give agents the tools they need to complete their tasks while on the phone.

Do you want to combine Al with human interaction skills?

The contact centre is constantly evolving. Businesses increasingly rely on self service and automation for simple tasks, with live agents handling more-complex tasks. Contexta360 RT Assist provides agents with the information they need to maintain compliance and productivity.

Do you want to use technology to empower your agents?

Agents need to offer good customer experience, by finding the right information, following the right processes and being empathetic, while also maintaining service levels and remaining compliant. Coaching to help agents develop their skills used to take place after a call. RT Assist can deliver real-time coaching in the call itself, enabling agents to deal with every call more efficiently.

Do you want to avoid compliance and regulatory fines?

Post-call analytics is commonly used by businesses to determine where they may have violated compliance and regulatory standards. This avoids investigation into why the breach occurred and possible lawsuits and fines. Contexta360’s RT Assist advises if brand and regulatory compliance have been met and maintained within the call itself. This prevents key legal statements being missed and ensures regulatory information is communicated at the appropriate time.

Do you want to improve real-time agent coaching and performance?

Post-interaction performance management and coaching helps businesses to understand how agents perform across thousands or millions of calls. During the call, the agent must manage customer expectations as well as business KPIs. RT Assist recommends actions based on the conversation to provide agents with the information they need to complete the call correctly, first time, while increasing customer satisfaction.

Do you want to reduce your agent's post-call wrap up time?

Contexta360’s RT Assist engine is built on years of experience and expertise, and it provides fast and accurate transcriptions of conversations in a variety of languages and dialects. RT Assist can create a real-time transcription and summary of the conversation, and generate an automatic post-call wrap up. This will bring true consistency and context to call content while saving agents time, allowing them to attend to the next call.

Are you getting the right knowledge to your agents when it is needed?

Contexta360 RT Assist continuously searches a repository of articles related to the conversation and delivers next-best actions to the agents in real time, eliminating the need for the agent to put the caller on hold while they seek information from another source. This reduces call time and friction while maintaining service levels.

Do you want to reduce customer friction and improve satisfaction?

Assist adds value to the contact centre by providing agents with tips and advice while they are on the call, rather than just as a post-call wrap-up or long-term data collection. This means agents can be more empathetic, agile and knowledgeable about a customer’s background, as they are given the right information at the right time. Real-time interaction analytics enable agents to take actions that ensure they retain rather than lose a customer.

Do you want to increase sales and maximise promotional opportunities?

RT Assist analyses your conversations and instantly notifies agents about sales incentives and promotions, ensuring that both your customers and agents receive the most up-to-date information, reducing churn and improving NPS.