Agent Assist
EMPOWER AGENTS
Accelerate agent productivity with in-call intelligence, smart self-service modules, and workflow process automation
Zappix Agent Assist optimizes every agent interaction. If a Zappix user decides to talk with a live agent, Zappix transfers the entire customer journey to the agent. Every form filled and option selected in Zappix interfaces is sent directly to agents.
Agent-initiated self-service tools improve CX and find a successful resolution faster by sending the caller text messages and emails with links to forms, videos, FAQ pages and more that expedite the assistance process when needed.
Benefits
Reduced Agent Burnout
Zappix provides critical context when customers choose to transfer to a live agent, giving them a leg up and improving their employee experience.
Average Handle Time
Agent-initiated self-service tools let your customers help solve customer service issues and decrease average handle time (AHT) with smart automation.
Cost Savings
Automated Visual IVR interactions get more successful resolutions while reducing your contact center costs.
Win/Win/Win Solution
Businesses
Accelerate live calls to reduce average handle time, lower costs, and improve customer satisfaction
Customers
Reduce effort, streamline calls to shorten time spent on the phone, and save links to self-service to use later
Agents
Make interactions faster and easier, removing mundane, tedious tasks from agents’ plates and reducing burnout
Agent-Initiated Self-Service Tools:
Self-Service Smart Forms
Callers fill dynamic forms themselves, updating backend systems directly. Great for intake forms, registration, claims submission processes, and more
Picture Upload
Give callers the ability to upload photos and videos directly to CRM in real time, simplifying and accelerating the service process
Digital Payments
Send callers direct access to secure payment gateways without having agents handle payment details, keeping interactions compliant
Dynamic FAQs
Connect customers directly to engaging, relevant FAQs with informational videos, helpful photos, geolocation, and audio prompts
Digital Surveys
Send surveys to callers during or after interactions to connect with the voice of the customer and improve customer satisfaction
Document Downloads
Connect callers directly to important documents through secure digital access
Agent Assist Demos
CONTEXT IS KING
Start off strong
When customers transfer from an on-demand Zappix solution to a live agent, their entire Zappix interaction goes with them. Agents receive immediate insight into what the customer is looking for and what they’ve already tried in their CRM dashboard or through the Zappix dashboard. No need to reiterate previously submitted information like passwords and contact details. Agents can jump straight to resolving the interaction.
MORE CAPABLE
Expand the possibilities
Zappix Agent Collaboration Tools give your live agents more capabilities to get to successful resolutions faster. Whether or not customers arrive at agent interactions from a Zappix interaction, agents have the ability to send customers directly to On-Demand Apps and other Zappix solutions through any channel customers choose and can stay on the line to guide customers if needed.
