AssistEdge Engage

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Reimagining customer experience with the power of AI and Automation

Automation and AI are changing customer experience in unimaginable ways, enabling contact centers to become agile and intelligent, thus opening a window of opportunities to influence the topline. From automated interactions to assisted agent guidance, the possibilities are endless.

That’s where AssistEdge Engage comes into play. AssistEdge Engage enables enterprises in reimagining their contact center operations and achieving superior customer experience. It combines rich automation and AI capabilities, improves agent productivity with unified dashboard, single sign-in, one-click automations, guided assistance, contextual customer insights, and other smart features that transform customer service. Customers benefit from faster query resolution, shorter hold time, increased first call resolution and relevant suggestions, thereby improving brand connect and experience.

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Transform the way customers get serviced

AssistEdge Engage is an intelligent automation platform that empowers contact centers to augment agent productivity and elevate customer experience.

Key features

360° Customer View

Leverage actionable customer insights from disparate applications, integrated onto a unified dashboard

Single Sign-in Manager

One Click Smart Automation

Automate customer requests across multiple applications, with a single click

End-to-end Process Orchestrator

Expand scope of automation with end-to-end process automation, that integrates human & digital workers tasks

Guided Assistance for Customer Service Agents

Improve agent learnability with step-by-step guidance to execute requests

Web Engage powered by low code app development

Automate complex business processes with ease using a light web-based interface that is flexible across devices and browsers

Employee Personal Assistance

Empower employees to automate everyday tasks with contextual assistance

Predictive Customer Insights

Redefine customer engagement based on past interactions and behavioral patterns

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%.

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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

AssistEdge Case Studies

Resources

Thought Papers

Reimagining contact center with Intelligent Automation to gain a competitive edge

As new-age consumers continue to leverage multiple channels to interact with service providers, crafting unique customer experiences is about building successful end-to-...

Thought Papers

Scaling contact center efficiency without disrupting existing operations

There are mainly two factors that drive the success of a contact center – an efficient agent and a happy customer. Things are fine and under control in its initial stages when ...

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