Proven Platform Supports a Wide Range of Cost Reduction & Productivity Improvement Use Cases

  • Volume
  • Handle Time
  • Shrinkage
  • Occupancy
  • Agent
  • Proactively Reduce Contact Center Volume

    Reduce calls and increase savings.

    Targeted Training to
    Improve FCR

    Prepare agents to better assist customers and resolve
    issues on the first call

    Proactive Outreach to
    Customers

    Take a preemptive approach to
    reducing repeat callers.

    Real-Time Results. Powerful Impact.

    Real-time automation uniquely improves all key cost and productivity drivers in your contact center

    Targeted Training to Improve FCR

    If an agent has low FCR scores, then automate delivery of targeted FCR training during idle time. Improve customer satisfaction without jeopardizing service levels.

    Proactive Outreach to Customers

    Use idle time to proactively reach out to customers when you know they are going to be calling you.

    Customer Success Stories

  • Get a Handle on Handle Time

    Provide great service by ensuring agent time is spent wisely. Reduce AHT and increase savings by using real-time rules to manage talk time, hold time, and time spent in ACW.

    Targeted Training to
    Improve FCR

    Prepare agents to better assist customers and resolve
    issues on the first call

    ACW
    Assistant

    Agents stuck in ACW? Prompt them
    back to the phone.

    Real-Time Results. Powerful Impact.

    Contact Center RPA uniquely improves all key cost and productivity drivers in your center

    Targeted Training to Improve Handle Time

    Enable real-time intervention by delivering performance-based training in real-time targeting specific improvement opportunities.

    Move Agents through ACW Faster

    If an agent spends too much time hiding out in ACW, then trigger a prompt to check if they need help. If they respond “no”, then remind them to wrap up and return to assisting customers.

    Customer Success Stories

  • The Best Way to Shrink Shrinkage

    Make idle time productive and reduce costs.

    Agent
    Coaching

    Give supervisors more opportunities
    to coach agents.

    Training &
    Off-Phone Tasks

    Invest in agent performance by sending the training they need and managing call fatigue.

    Break, Lunch &
    Shift Assistant

    Help agents better adhere to
    their schedules.

    Real-Time Results. Powerful Impact.

    Contact Center RPA uniquely improves all key cost and productivity drivers in your center

    Empower agents through more timely coaching

    1:1 coaching is important for employee development but often gets rescheduled. Show employees their development is a priority by automatically prompting coaching sessions during idle time.

    Don't let agents miss critical updates & communications

    Volume naturally fluctuates. Leverage real-time automation to use idle time to deliver updates, communications or other off-phone work to your agents.

    Schedule Adherence Made Easy

    Use real-time automation to ensure agents remain on schedule. Proactively prompt agents into their lunch, break, or end-of-shift before a long call creates an adherence issue.

    Customer Success Stories

  • Leverage Automation to Improve Occupancy

    Yes, occupancy can be improved. No, it won’t burn out your agents.

    Maintain Service Level
    for all Channels

    Automatically update agent to
    channel association.

    Voluntary Overtime
    Voluntary Time Off

    Automate how and when you adjust staffing levels to match volume.
    Real-time adjustments generate the most savings.

    Real-Time Results. Powerful Impact.

    Contact Center RPA uniquely improves all key cost and productivity drivers in your center

    Streamline Omnichannel Service Delivery

    Omnichannel service delivery has become increasingly complex. Let real-time automation react to volume fluctuation by balancing resources across channels to maintain service levels.

    Automatically Administer VTO & VOT

    Volume dictates the need for staffing adjustments. Real-time automation takes the burden off WFM by eliminating manual VTO and VOT processes.

    Customer Success Stories

  • The Ultimate Way to Develop &
    Empower Your Agents

    Keeping your agents happy and engaged doesn’t have to be difficult. Real-time automation
    gives your workforce the tools they need to succeed.

    Dynamic Development

    Take advantage of idle time to develop better equipped employees.

    Agent Mobile

    Empower employees with schedule
    flexibility.

    Surprise break

    Reward your employees'
    performance

    Real-Time Results. Powerful Impact.

    Contact Center RPA uniquely improves all key cost and productivity drivers in your center

    Don't Leave Agents Unequipped

    Training is crucial but often falls to the wayside. Real-time automation sends training directly to agent desktops during idle time, ensuring your team receives the development they need to thrive, without impacting service levels.

    Improve Employee Empowerment

    Today’s workforce values schedule control, flexibility and simplicity. Empower your employees with “on the go” schedule flexibility via a mobile app while still balancing the needs of your business.

    Recognize Agent Achievements

    Agents appreciate being recognized for good performance. Don't miss the chance to deliver a reward.

    Customer Success Stories

  • Start Real-Time Savings

    Power and flexibility to modernize your contact center and create a lasting impact for your business.

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    We look forward to answering your questions and will be in touch within one business day.