Real-Time Agent Assist
Today’s agents need real-time assistance to drive positive outcomes for complex customer calls. Discover what Gartner Research says your organization needs to be doing to give your agents the skills and tools they need to support seamless customer journeys across all channels.
Help your agents in the moment
Your contact center agents are your direct connection to your customers. As such, it is imperative to empower these agents with real-time assistance to help improve the quality and efficiency of customer service interactions.
Verint Real-Time Agent Assist is an innovative solution that can listen to customer calls as they happen and automatically identify opportunities to guide interactions toward better outcomes for your customers and organization.
The solution uses Verint’s advanced speech analytics engine that is fast and accurate to notify and assist employees and supervisors to handle calls more effectively.
Organizations can leverage Verint Real-Time Agent Assist regardless of their contact center environment, as the solution can run both in the cloud or on-premises as needed.
How to Select A Real-Time Coaching SolutionKey Features
Analyze calls and desktop activities in real-time
Automatically identify opportunities to guide interactions toward better outcomes for your customers and organization.
Real-time guidance for employees wherever they are
Whether your agents are in your contact center, or are working remotely, Real-Time Agent Assist provides them with AI-driven, real-time guidance based on acoustic (non-verbal), linguistic (verbal), and desktop activity.
Quickly identify and address negative sentiment before it escalates
When negative sentiment is detected, agents can receive suggestions for next best action, in real-time, to drive a positive outcome for the interaction.
Reduce cost and handle time
Agents are notified when a long pause or silence reaches a set threshold so they can adjust their behavior accordingly — helping to significantly reduce handle time and cost while improving customer experience and SLAs.
Decrease employee churn
Improve agent experience and retention by providing support when they need it — in real-time. Providing guidance to help navigate difficult customer calls such as complaints and escalations.
Promote upsell/cross-sell opportunities
Use keywords and phrases to identify opportunities and prompt agents to make relevant special offers to customers in the moment.
More than just keywords
Verint is uniquely able to identify triggers from three different sources to guide employees in real time:
- Linguistic — Recognizing specific words, or a positive or negative sentiment.
- Acoustic — Recognizing sound triggers, such as long silences and interruptions.
- Application — Adding critical context from the employee’s desktop, such as adherence to processes.
When these triggers are found, employees are notified of recommended actions in a unified Work Assist application, so they can immediately guide the call to a better outcome.
Read the Florius case studyA critical tool for the at-home workforce
Real-time assistance for agents is more critical now than before. With many contact center agents working from home, it is more difficult to monitor them, and more difficult for them to summon assistance when needed.
Verint Real-Time Agent Assistance provides the monitoring and assistance your agents need, so you can:
- Reduce customer churn
- Improve customer experience
- Reduce escalations
Targeted assistance for complaints and escalations
Verint Real-Time Agent Assist for Complaints and Escalations helps organizations identify and respond in real-time to calls with escalations or complaints.
Verint’s innovative Speech Analytics engine detects automatically in Real-Time terms and phrases that are related to complaints and escalations.
Employees and managers will receive automated assistance and guidance in real-time with a customized popup and or email notification that can impact the outcome of the call.
Additional real-time agent assistance use cases can be customized and expanded the individual organization’s needs beyond customer escalations and complaints.
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"Verint’s strong analytics environment stands out from the pack. Verint believes that natural language understanding is swiftly heading towards commoditization; this makes analytics a key differentiator, and it is an area in which Verint shines."
"One of the first companies to offer a speech analytics solution, Verint is also one of the largest speech analytics vendors."
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