The answers to customer questions are frequently hidden inside training materials, knowledge bases, contracts, account information, product documentation, and other files throughout the enterprise. The challenge for many contact center agents is finding ways to quickly search for and access the right information requested during a call.

The solution? Qfiniti Assist’s real-time speech analytics technology provides on-demand information based on the conversation. Agents get the answers they need when they need them—while the customer is on the phone.

Intuitive Queries for Immediate Response

Qfiniti Assist comes with an intuitive desktop query tool that helps call center agents retrieve relevant information, wherever it is located across your business. Powered by Autonomy’s patented Intelligent Data Operating Layer (IDOL), Qfiniti Assist uniquely utilizes voice recognition technology to analyze the conversation between the agent and the customer as it progresses. By creating relationships between terms and identifying textual patterns, Qfiniti Assist develops a conceptual understanding of the conversation and automatically returns relevant information so agents can deliver prompt, accurate answers.

Qfiniti Assist can help any customer-focused organization:

• Reduce the average call time by arming agents with the knowledge they need
• Lower the call volume by resolving customer issues on the first contact
• Eliminate frustration by allowing agents to spend their precious time on high-value tasks rather than chasing down information
• Leverage cross-selling opportunities by automatically recommending related products, services and information of interest

Qfiniti Assist aids strategic contact centers in anticipating and meeting the needs of their customers. What’s more, Qfiniti Assist is simple for agents to use and embrace.  When the right tools are employed, contact centers are productive and customers are satisfied. With Qfiniti Assist, everyone wins.