Real-time Agent Assistance

Contact center agents have to juggle multiple calls on multiple topics, making it nearly impossible for them to resolve every customer problem without assistance from the enterprise knowledge base. However, enterprise information repositories are often scattered, incomplete and out of date, making it difficult to find accurate information while the customer is on the line. Qfiniti Assist offers automatic and real-time information assistance to contact center agents during a customer interaction. By providing agents with direct and immediate access to the enterprise knowledge base, Qfiniti Assist instantly provides information relevant to the interaction, no matter where it is located or the storage format used. Using advanced speech recognition and analytic technology powered by IDOL, Qfiniti Assist processes both voice and text to understand the customer needs and supplies users with relevant responses in the original document form, enabling them to answer questions quickly and accurately.

Automatic Voice Analysis
Qfiniti Assist can function in two modes: audio-or text-based. Audio-based queries utilize speech recognition to convert speech into a text for Assist to analyze and provide the most relevant responses. The agent can initiate a query based on the most immediate conversation with the click of a button. When an agent initiates a query, the captured voice from either the caller or the user is transcribed using speech recognition technology. The transcription is then automatically fed to Assist to quickly return relevant documents to assist the agent while the customer is on the phone.

Text-Based Searching
Qfiniti Assist offers full natural language retrieval functionality. When an agent types in a query or searches for information, etalk Assist automatically identifies concepts and offers approved resources in which to find answers. This might include responses to similar requests that have been dealt with successfully in the past, and may come in many forms such as documents, manuals, website links, presentations, training materials and more. While most FAQ systems rely on keyword technology or costly manual categorization, etalk Assist is completely automatic.

Benefits:

• Improves first call resolution by 30%
• Increases customer satisfaction
• Reduces response time
• Promotes learning
• Knowledge base populates as new information becomes available
  

"From a strategic perspective, etalk's Qfiniti Assist has tremendous implications for a call center because it allows it to establish a knowledge base that, over time, becomes informed by the questions customers ask agents."

Joe Fleischer, Chief Technical Editor, Call Center Magazine

Web Assisted Support
Enterprise contact centers are often limited by the amount of resources and staff needed to effectively respond to the influx of customer inquiries received on a daily basis. Contact centers are desperate to reduce queues and allow agents more time to respond to individual customers rather than take an "assembly line" approach to handling interactions.