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
Automation at scale is a primary business need. Investing in the right tool with the right partner will empower enterprises on their journey towards Automation Singularity.
Automation, or RPA, is driving significant opportunities for digitization across processes and the enterprise. A common stumbling block, however, is identifying the ideal process candidate.
As new-age consumers continue to leverage multiple channels to interact with service providers, crafting unique customer experiences is about building successful end-to-end journeys.