Agent Answers

Your customer service representatives (CSRs) define the customer experience for many of your customers. Empower them with the right Answers.

Studies show that it takes an experienced CSR an average of five steps to find the answer to a particular question, and newer representatives 10 steps. Every step that can be eliminated while maintaining performance and accuracy has a significant impact on call centre cost and productivity, not to mention all-important CSAT scores. This is where Agent Answers shines.

WHAT IS AGENT ANSWERS?

Agent Answers brings all the intelligence and efficiency of the Answer Suite technology right onto your call center desktops – so your agents can speed time-to-resolution by leveraging the very same features of the time-efficient and highly accurate IntelliResponse technology to service your customers on the phone.

HOW DOES AGENT ANSWERS WORK?

1. The “Ask a Question” dialogue box is located prominently on an agent’s desktop (Agent Assist can be easily integrated into any contact centre desktop solution)
2. Agents ask questions in natural language
3. The precise “One Right Answer” is provided
4. Based on the intent of the customer’s questions, other “related questions” are also displayed for enhanced service resolution
5. Post call, the agent can evaluate response accuracy and performance instantly
6. Management can track and measure question and response activity and effectiveness with Agent Assist’s dashboard reports

See Live Examples NOW

Which of these key business problems are occurring in your contact center right now?

• First Call Resolution rates unsatisfactory
• Average Handle Times unsatisfactory
• High Agent Turnover
• Need to reduce agent training time
• Need to improve accuracy of agent answers

Part of an Integrated Multi-Channel Service Solution
If you're looking to service your customers across multiple-channels, the IntelliResponse Answer Suite is an integrated multi-channel solution with more modular components to match your needs:

• Web Answers (for enabling web self-service on any page of your web site)
• Mobile Answers (for enabling web self-service via customers' mobile devices)
• Social Answers, (for enabling web self-service on social media sites like Facebook)

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