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ActiveAgent™ for the Contact Center
Every Contact Center has that one perfect agent.
Just imagine if that agent was available to all your
customers – 24 x 7, 365 days a year, whether they
contact you in a web chat room, by email or over
the phone.
That’s the idea behind ActiveAgent for the Contact
Center, from Next IT.
Meeting the Demands of the Changing Contact Center
Contact centers are no longer passive support organizations. They have quickly evolved into multi-faceted sales, marketing and service hubs. And in an industry with a soaring turnover rate, maintaining a high level of expertise and associated customer satisfaction is a challenge.
ActiveAgent meets the rigorous demands of today’s contact center by putting the answers to common customer inquiries at your CSR’s fingertips. Agents are able to quickly and cost-effectively provide your customers with consistent and accurate information.
ActiveAgent for the Contact Center expands on the existing ActiveAgent functionality that’s being successfully used today in a variety of industries. We’ve added features specifically designed for the contact center, which allow you to provide a level of customer care that simply isn’t available through other so-called intelligent solutions.
A Workforce Multiplier
ActiveAgent takes the knowledge of your best agents and puts it into the form of a “Virtual Expert” or “Agent.” This agent communicates using conversational language and can respond through text, audio or web navigation.
Your customers simply ask a question, either online or over the phone. Customers are no longer forced to interpret a long list of documents or navigate their way through a confusing maze of phone prompts. ActiveAgent quickly responds with either an accurate answer or a request for clarification.
Unlike other solutions that claim to offer an “intelligent” experience, ActiveAgent goes far beyond traditional search capabilities. ActiveAgent delivers precise information by identifying concepts, understanding what information is needed in specific situations and asking clarifying questions. ActiveAgent even knows when to transfer the request to a live agent.
By automating the handling of everyday requests, your customer service representatives can focus on the complex calls that require human-powered resolution.
Maximizing Time Spent With the Customer
Successful call centers understand that it isn’t always about resolving the call the fastest – it’s about making the most of time spent with the customer. ActiveAgent reduces idle chat time by quickly providing the needed information. But it also encourages more effective cross-selling and up-sellling – time well spent.
THE BOTTOM LINE...
Increased revenues, reduced operating costs and happier customers.
Key Features at a Glance
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Quality 24 x 7 Self-Service |
Provides consistent, around-the-clock service to your customers via web or voice. Answering product questions and solving customer problems has never been more convenient. |
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Advanced Find Technology |
Delivers accurate answers to customer inquiries using a combination of artificial intelligence, powerful search technology and intent recognition. |
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Customized to Fit Your Needs |
Profile-driven technology provides information to your agents based on their skill level. Less experienced agents receive scripted answers and more detailed assistance. |
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Intelligent Reporting |
Generates drill-down reports populated with organized user data. ActiveAgent for the Contact Center collects, tracks and logs all user interactions, including conceptual interests of customers, providing real-time market analysis.
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Powerful Selling and Cross Selling Tools |
Creates the opportunity to sell the right products and companion products to new and existing customers at the right time. |
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Expanded Marketing and Branding Abilities |
Supplies the platform for delivering directed marketing messages and builds on branding regardless of how the contact channel. |
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Integrated Chat Capabilities |
Transfers a customer to a live representative via a secure chat session if human interaction is warranted. |
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