AssistEdge Engage

Elevate agent experience to drive performance

One of the biggest and unresolved customer service challenges is poor agent performance. Customer service agents struggle to deliver on expectations as they lack the right tools, visibility, and contextual intelligence. Repetitive, inefficient, manual tasks across disparate systems add to this burden and lead to agent burnout.

Agents need integrated systems, intuitive workflows, and a timely guided experience to resolve issues faster and satisfactorily.

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Boost agent productivity with AssistEdge Engage

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.

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Leverage the trifecta of experience, empowerment, and optimization

Improve agent experience and effectiveness to drive first-call resolution

Increase agent productivity with improved training and compliance

Optimize handling time while reducing cost-to-serve

Delivering powerful outcomes for your business

Empowers Agents

50% Reduction in average handling time

25% Improvement in productivity

30% Faster system log-on

30-50% Reduction in training & operations costs

Delights Customers

10% Increase in CSAT

15% Faster query resolution

15% Higher first-call resolution

8% Uplift in net promoter score

Delivers Business Value

20% Reduction in operational costs

30% Faster sales conversion

25% Higher return on investment

Break-even in <3 months

Improved efficiency, delivered $6 Mn in annual savings, and reduced claims processing error rate to under 3% for a large US-based healthcare insurer

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:

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Want to elevate agent experience and performance with AssistEdge Engage to transform your customer service? Get in touch with contact@edgeverve.com

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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