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
SSON’s annual industry survey report highlights that in the wake of the current crisis, accelerating automation initiatives to reduce dependency on physical locations and humans is the need of the h
Watch this webinar recording to hear how Philips used Automation to build a business resilience strategy and ensure continuity for critical business operations amidst COVID-19.
COVID-19 pandemic has disrupted economies across the world, changing the way we live and work. According to a recent report by McKinsey, the top 20% of companies that emerged from the recession are th