Features of AssistEdge Engage

Following are the main features of Engage.

360° Customer View

360° Customer View is a dashboard of critical and the most frequently used data. It is available at all times for easy and quick access. This view provides an aggregated view of the customer, without the need to visit and search multiple different applications for gathering the required data on a customer or case to case basis. Based on the information, the customer service associate is better equipped to make offers and convert cross sell and up sell opportunities.

Sign-In Manager

Customer service associates are always service-ready. They sign-in into several applications across different technologies. The Sign-In Manager capability provides an ability to sign in to multiple applications from a single screen and with a single click saving the agent’s precious customer engagement time.

Language Support

This new feature provides implementation teams the ability to add new languages to the Engage client through configurations.

Single Unified Desktop View

Engage provides a dashboard screen with a unified, contextual view of information from various applications collated into a single dashboard. Multiple applications docked as individual tabs displayed within Engage.

Multiple Profile Sign-in

A multi skilled customer service agent can login to the different profiles that he is servicing at the same time. This feature allows logging into all the applications under the selected profiles with a single click. This allows the agent to service request from different profiles without the need to worry about logging-out of a profile and logging into another.

Selective Sign-in of applications

At the time of login, user can select or unselect specific application that the user wants to sign into, based on the usage pattern keeping the desktop environment light. User can also additionally launch a web application that the user needs to refer with the product go to feature.

One Click automation

A customer service agent is empowered with AI and automation available on the click of a button. Smart automation buttons are made available on the agent dashboard for the most frequent tasks the agent performs while servicing the customers.

Technology Integration

This feature allows automation and integration with web, Java, Windows, Mainframe, win exe, SAP, Oracle EBS, Siebel HI, PeopleSoft, File operations, Outlook, share point, DB operations, PDF, Excel, web services, Image-based automation, OCR, etc. along with custom based applications non-intrusively.

Dashboard Templates

Out of the box dashboard templates are available to quickly build rich and appealing and professional looking dashboards using the comprehensive list of hand-picked, frequently used component repository to suit the process.

Process Automations

Provides the ability to automate repetitive tasks across multiple applications. Automations perform the process steps across applications thus saving the time spent in accessing various applications manually. These automations are also used to update information across multiple applications. This eliminates the need for an associate to manually perform mundane tasks like copy-pasting data between applications, login-logout of different applications and filling forms or updating data across applications.

Notesmaker

The Notesmaker feature provides an ability to easily prepare closure notes captured during a call using configurable templates. Additionally, the Notesmaker pushes these notes automatically to multiple systems such as a Ticketing tool, thus improving operational efficiency.

Operational Dashboards and MIS Reports

The product has a built-in feature that captures user activity data and performs data analytics. This user activity and process data is further used to generate dashboards, operational reports, audit reports, and diagnostics to know SLA adherence, AHT by processes and Agents. They also help in deriving operational insights on associate performance, application usage, seasonality of process request volumes providing guidance on agent deployment to handle the surge and venues for improving operational efficiency.

Business Dashboards

Framework to capture the business relevant/ use case specific data and creating business dashboards as per client needs to provide business leaders an overview of requests handled focused around business parameters. The dashboards can be build using the use case specific business data and metric captured during process configuration.

Click2Type+

Agents have to retype the same messages for every query which consumes time and can lead to human errors.

The click2type+ feature allows configuration of canned messages or request related data points as buttons and on a click of a button, writes the entire message automatically.

It also enables continuous copying of multiple data elements one after another and pasting the multiple data points in one go saving precious call closure time.

Sentiment Analysis

This feature helps decipher the customer sentiment based on the recent customer interactions and displays the same on the agent dashboard as the agent begins the interaction with the customer. This helps the agent while interacting with the customer given the awareness of customers’ state of mind and empathizing with the same. This effect increasing customer engagement.

User Management

Provides the ability to add single or a bulk user, configure and manage user settings like role and profile mapping and user access control.

License Management

Enables upload and administration of product licenses and its usage. Engage supports multiple license metric namely # of Named user licenses and # of concurrent user licenses. Server side installation requires a license for the server on which Engage server side setup is being installed.

Broadcast Messaging

Provides the ability to a process lead or a manager to notify one or more users or broadcast common messages or plans to one or more process users or groups from the admin portal. It also allows users to respond to the message.

Tile/Untile

This feature is designed to allow an associate to build his own user preferred view of multiple applications. This feature provides an ability to view selected applications in a tiled window or a tabbed view for ease in usage. It also enables moving of selected applications onto an extended screen. Selected applications are tiled/ untiled in a window or extended onto a dual monitor.

Shortcut Keys

Shortcut keys are used to access commonly used menu options and applications. These keys are helpful in accessing different applications or action buttons using keyboard keys which at time users are more comfortable with, thus improving the efficiency.

Personalization

This feature maintains the display settings and choices made by the user of the last active sessions (which includes tab sequence, application grouping, tile/ un-tile settings, customer view and search tab settings) and upon the re-launch of Engage, restores the settings in the new session.

Document Parser

Document parser reads and extracts data in the following formats - Microsoft Word, Excel, PDF.

Automation Studio

The Automation Studio provides a simple and easy to use design canvas where users can create and configure process automations. It has an intuitive user interface with simple drag and drop workflow activities and user friendly menus/ tools to design process automations.

It has rich set of automation capabilities for a wide range of technologies including most popular COTS products like SAP, Siebel, Oracle EBS, PeopleSoft, ServiceNow, most commonly used Mainframes emulators like Attachmate Reflection, Extra Xtreme, Passport, Rumba, Bluezone, latest addition being the generic mainframe adapter supporting EHLLAPI standard.

This along with support for common technology applications like Web, Windows, Java (JNLP, Applet, jars), PDF, Emails (Outlook, SMTP), Webservices (Rest API, SOAP), file operations, Database operations and many more makes automation seem very easy. It supports Python and PowerShell script execution during automation. AssistEdge also provides functionality to create, read and edit any kind of XML configurations for advanced process automations. This is especially helpful for manipulation of SOAP requests and responses.

It supports image based automation with out of the box integration support for OCR based text extraction with Tesseract, OneNote, Microsoft, Google, ABBY API. Its unique image pre-processing capability with ability to apply different filters to improve image quality helps improve accuracy of on top what the service provider provides.

Addition of computer vision capabilities with Google, Microsoft and Nia vision and other cognitive capabilities like Text and Speech analytics, Vision through its Cognitive adapter make it one of the most powerful automation workbenches.

Users can also easily test, debug, handle exceptions and run automations before publishing or deploying them.

Version Control of Processes

Version control enhancements to maintain backup of work in progress or Published versions of processes in the Automation Studio. Ease of process rollback to a previous version with Restore feature to seamlessly re-instate a previous version. Removed the restriction of max 5 backups with ability to configure the number of backups required.

Citrix support

This feature enables AssistEdge Engage to automate applications seamlessly in Citrix or VDI environment including hybrid scenarios with some application in Citrix environment and some in user desktop. It works well on Citrix XenApp and XenDesktop.

Multi User Support in VDI

The feature allows installation of one physical copy of Engage and multiple users can access same copy with its instance in their respective Windows Sessions in VDI environment. This helps reducing the infra footprint on the VDI/ XenDesktop by allowing single physical copy saving on hard disk space. In addition, it provides flexibility creating master copy of VDI with product already installed.

Security

The security features comply with the strictest enterprise grade security standards. It implements role and profile based user authorization and access control.

Product supports integration with Active Directory and allows addition/ update of roles/ access mapping from UI.

The API Authorization framework enforces configuration based access controls on Product functionality. This further enhances the already strong Role based access control functionality within the product.

The product allows Role based access controls for creating and updating Kibana operational dashboards. This allows controlled usage of Kibana features in an Enterprise context.

It supports TLS till last mile and also allows strict enforcement of TLS1.2.

AssistEdge has ensured that the product is GDPR ready by providing the option of masking/anonymizing Personally Identifiable Information, customizations to allow appropriate data validation rules. This will be crucial for clients in Europe region since the regulation has been passed in 2018.

Product Installation and Upgrade

Product offers a simple and secure tool based installation requiring minimal port openings. After the upgrade the updates to Engage client tool on agent desktop is seamlessly propagated. Automation Studio users and Agents gets notified on the tool to consume the updates on the click of a button. The migration workbench helps in upgrading product from previous version to newer version.

Customized Logging

AssistEdge provides functionality to have multiple log formats OOB, namely Json and Text for Automation Studio, Engage and Admin Module. The default configuration is to log using JSON format.

Compatibility Checker

AssistEdge provides OOB functionality to have a bird’s eye view of the target automation software versions deployed on User machines. This will ensure that there any challenges with running automations due to version conflicts of the target software can be easily identified. For instance, the OOB Compatibility report shows Chrome versions that are installed across User’s machines.

Migration Workbench

Starting version 1.0_GA of Engage the product supports migration of AssistEdge platform versions using step-by-step guided approach delivered through Migration Workbench. The Migration workbench is a thick client interface which provides a single window/ user interface to migrate platform database and ElasticSearch Transaction store.

Point click updates

AssistEdge provides OOB feature on Engage clients to detect if there is a new version of Engage client that has been rolled out for a given Organization. On launch of Engage client, the user is presented with an option to upgrade his installation if a newer version of Engage client is available.

Application Activity

Launch and SignIn Application

This activity allows to launch the application in which it is added. If the sign in for the application is configured, it also signs in to the application with the credentials provided at the setup of the robot. If the application is a non-sign in application, it only launches the application. If the application is already launched, this activity does not relaunch the application. In case of Engage, it also docks the application in a tab.

Close Application

This activity allows closing an application in which it is added. This helps in closing any application that may not be required for further execution of the process.

CyberArk

Engage now supports integration with CyberArk Application Access Manager (AAM) credential provider to retrieve Engage user credentials stored in CyberArk’s Credential Vault. Engage user is provided with an additional option for every Sign-In application in the Sign In Manager to get credentials from CyberArk’s Credential Vault. Upon selecting the CyberArk option, user needs to enter CyberArk key attribute (AppId, Safe, Folder and Object Id) values specific to the Sign-In application, which is used to fetch the associated credentials from CyberArk.

Guided Scripting

Guided Scripting is a step by step guidance to give next best route to be followed based on the user requirements. This helps in on-job training ensuring users have knowledge on entire process ensuring business compliance with process. Having to cater for multiple tasks which an Engage user preforms, Guided Scripting makes resolution faster in lesser time.

Focus Management

Focus Management in Engage feature is a usability enhancement for Engage users to help them navigate between Engage docked-in application and other applications opened outside Engage such as calculator, excel, or notepad. This feature helps in bringing the Engage in focus when the agent clicks on any of the docked-in application areas, pushing back other applications outside Engage in the background. This is a configurable feature and is disabled by default.

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