AssistEdge Engage helps organizations in reimagining their contact center and achieving superior customer experience. Customers benefit from faster query resolution, reduced hold time, increased first call resolution and suitable offers, thereby improving brand connect and loyalty. AssistEdge Engage combines rich capabilities of AI and automation improving agent productivity by automating repetitive tasks, cross-sell and upsell by offering rich customer context, improving agent morale and agent learnability.

Key features

360° Customer View

Actionable customer insights from several applications integrated into a dashboard

Guided Assistance for Agents

Step-by-step guidance to execute requests improving agent learnability

One-click Smart Automation

Single click customer request automation across multiple applications

 

Predictive Customer Insights

Redefine customer engagement based on past interactions and behavioral patterns

Citrix & VDI support

XenApp and XenDesktop adaptability even in complex implementations

Single Sign-in Manager

Single click login across multiple applications without issues of time-outs

AssistEdge Engage was launched at CCW Digital 2019.    Download    Vendor Profile to learn why it is creating news already!

AssistEdge Engage was launched at CCW Digital 2019.
Download
Vendor Profile to learn why it is creating news already!

How the world’s top communications company transformed operations to reduce AHT by 40%

One of the oldest communications company wanted to transform their customer experience and increase efficiency. The company had a large workforce across multiple locations catering to its global customer base across services and products. The use of multiple systems to service their customers hindered the delivery inefficient and made the organization’s evolution into a modern network provider difficult. Furthermore, searching for information on multiple systems during a customer conversation over chat or the phone meant that executive often had to multitask at speed resulting in inaccuracy.

Download our case study to know how the company implemented AssistEdge Engage and integrated all their systems. A single sign-on, automated launch and login for over 200 applications combined with customized and intuitive dashboards injected speed, intelligence, and accuracy into the service process. With AssistEdge Engage, the company was successfully able to reduce their AHT by 40% and increase the system log-on speed by 95%.

Learn how AssistEdge Engage can help you reimagine customer experience     Schedule a demo

A European telecom multinational experienced a staggering decrease of 54.29% in process AHT through AssistEdge Engage

A European multinational telecommunications company wanted to leverage technology for enhancing customer experience and achieving sustained business growth. In the telecom industry, however, where prices are mainly homogenous, companies have always relied on service quality and customer experience, mainly via contact centers. To optimize efficiency, the contact center has to tackle several challenges like improving agent efficiency, creating a single view across various systems, eliminating the need for multiple application logins and improving business operations.

Download our case study to know how the company implemented AssistEdge Engage and integrated relevant customer information from disparate applications into a single system. AssistEdge Engage eliminated the need for multiple logins into various legacy applications, significantly reducing average handling time by 40% across operations.

Success stories

Used by
>80,000
agents working at
leading global contact
centers
Powering
400+
contact centers
across 15 countries
Enabling
Top 5
global telecom
companies for
customer care
Delivered
8% uplift
in customer delight
NPS (Net Promoter
Score)

 

Break-even in
<3 months
on the investments
made for AssistEdge
Engage
Improvement of
20%
in agent
productivity and
first call resolution
Delivered
30-50%
reduction in training
and operations
related cost
Reduction of
70%
in query resolution
time, 30-40%
reduction in AHT

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For any further queries kindly reach out to Contact@edgeverve.com

 


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