AssistEdge Real-Time Expertise Manager streamlines, intelligently routes and schedules conversations in real-time between customers and employees.
When one of the largest telecommunications companies in the U.S. wanted to provide its 40,000 field service personnel with the right solutions in real-time, it implemented AssistEdge Real-Time Expertise Manager to enable customers to connect with the right experts instantaneously.
Some of the scenarios are:
Broadcast messages, manage workgroups and use live dashboards and reports on chat trends and history
Route incoming queries based on priority, IP, skill, business rules, geography and more
Enable tight integration with CRMs and knowledge, ticketing, ordering and workforce management systems
Collaboration between audio and video chat, feedback management, email support and the web
A highly customer-centric and agile oriented state of constant improvement and optimization through the future workforce, opening up an expanded horizon of possibilities.
AssistEdge is a leading automation platform with advanced AI capabilities offering a comprehensive suite of products across Process Discovery, RPA and Orchestration.
Forrester conducted an online survey of 300 business and IT decision-makers responsible for their organizations’ RPA strategies and initiatives.