Engage Assist
Engage Assist is a web-based application that automates contact center agents’ desktops, allowing them to focus on customer interactions. Engage Assist’s automation provides advantages that work to simplify agent processes and aids in preventing costly mistakes; provides automated scripting; significantly reduces the cost of training and re-training, updates and distributes information valuable to agents, increases both customer and agent satisfaction, and presents a uniform customer experience in a virtual environment.
Contact center supervisors can customize the call flow for each customer by configuring the agent prompts and controls for collecting information and presenting screens using Engage Assist’s intuitive drag and drop configuration tools. TelStrat’s Engage Assist accesses the database to automatically populate customer information fields, automatically trigger record start/stop, and to generate follow-up emails for clients and customers in the background during a transaction. This eliminates costly errors to free the agent to focus on the customer.
Standardize scripting of agent content
Maximize all agents’ ability to adjust to campaign needs immediately. Administrators can provide prompts for potential upgrades and add-on sales options on-the-fly.
Organize order process based on customer requests
Create dynamic scripts for complex sales. “If-Then-Else” logic evaluates the best answers and prompts agents based on the caller’s response to the last question.
Simplify the agent’s desktop
Combine multiple applications and provide customer data to the agent all in one screen. Customer data will populate within any additional applications.
Customize wraps and follow-up messages based on the call
Reduce agent wrap time by automatically building messages as the agent talks with caller. Up sell or cross-selling promotions can be related based on the conversation.
Benefits
- Reduce labor and training costs as agents spend less time researching answers and wading through multiple applications
- Enable the agent to be more productive immediately whether new or seasoned
- Improve customer satisfaction by having the agent proactively resolve caller issues
- Eliminate ambiguous or non-tracked answers in outbound surveys
- Decrease mistakes by entering customer data only once
- Build consistency with off-site agents
- Empower agents to perform efficiently
- Script agents to present a consistent, quality message to the customer