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
The need of the hour is Intelligent Automation, a seamless convergence of RPA and AI, to handle today’s complex business demands as well as those of the future.
The continuously changing nature of the industry today demands that enterprises be swift and agile. Leveraging digital transformation to stay competitive isn’t a choice anymore but a necessity.
Organizations world over are struggling to retain customers due to poor Customer Service (CS). Call Centers, which are often the hubs of customer service, fall short of customer expectations...