Welcome to AssistEdge Engage

Our intelligent agent experience platform, AssistEdge Engage, improves agent efficiency and productivity with every interaction. With AI at its core, Engage provides agents with the information, skills, and resources they need to service customers efficiently. The platform empowers customer service operations agents across the front, middle, and back offices with its attended automation capabilities. It enables 360-degree visibility across all channels through a unified, contextualized dashboard that interfaces with disparate applications and technologies. With capabilities like knowledge management, intelligent recommendations, guided scripting, and notes maker, agents get help in real-time to deliver faster and more accurate assistance.

With the help of AssistEdge Engage, businesses can reimagine their workflows and improve agent & customer experience exponentially. The Web Engage platform, powered by a low-code design interface, allows enterprises to rapidly deploy Engage as a responsive web application and customize it according to their requirements. AssistEdge Engage has helped enterprises maximize returns on their customer service investments by delivering shorter average handling times, increased throughput, lower operating costs, and enhanced agent & customer satisfaction.

 

Features of AssistEdge Engage that empower enterprises to embark on the journey towards Automation Singularity:

 

Focus Management -This feature puts the Engage application in focus when Engage user clicks (mouse or keypad) on any of the docked-in application areas.

 

Customize the Application Language - This new feature provides the ability to customize the language within Engage client

 

Manage Logins Smartly – This Sign-in Manager capability improves service readiness, reducing agent time and efforts, manages session time-outs better

 

360 ° Customer Information View – Integrates several applications across technologies thus providing ONE single 360 ° customer information view. Out of the box dashboard templates build rich and appealing dashboard using the comprehensive list of hand-picked, frequently used component repository

 

C-View - It displays the most frequently looked-up customer fields in one view

 

Notesmaker – Aids agent in call closure activities by applying quick canned notes, significantly reducing call closure time

 

One Click Automation - Helps agent execute customer requests across multiple applications with just one click

 

Data Analytics and Reporting  - Analytical reports improve agent productivity

 

Predictive Customer Insights - Customer sentiments prediction depending on the past interactions.