AssistEdge Engage is an intelligent agent experience automation platform that improves agent productivity and experience with each interaction. It integrates with multiple underlying applications and brings them on a seamless and unified dashboard, addressing the entire operations realm, from front-office to back-office operations.
Powered by AI, AssistEdge Engage offers smart automation, contextual assistance, and real-time insights delivered on a light web-based interface that helps agents serve customers quickly and effectively.
50% Reduction in average handling time
25% Improvement in productivity
30% Faster system log-on
30-50% Reduction in training & operations costs
10% Increase in CSAT
15% Faster query resolution
15% Higher first-call resolution
8% Uplift in net promoter score
20% Reduction in operational costs
30% Faster sales conversion
25% Higher return on investment
Break-even in <3 months
The client had a vast customer base, and service agents handled service requests from ~39 million people. Fragmented claim and ticket management processes created inefficiencies leading to a backlog of 70,000 records. As agents struggled to deal with the volume of service requests, heavy dependence on manual effort increased human errors. As issues were often resolved late and incorrectly, customer satisfaction declined sharply.
To overcome these challenges, we deployed AssistEdge Engage to:
As new-age consumers continue to leverage multiple channels to interact with service providers, crafting unique customer experiences is about building successful end-to-...
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 ...
AssistEdge Engage is an intelligent agent experience automation platform that augments agent productivity and experience with each interaction. ...
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