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

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.

FASTER SUCCESS

Reach your goals quickly

Legacy IVR interactions are slow and cumbersome. Make every live agent call faster by letting Zappix bots gather information from customers while they are on hold. Get to successful resolutions faster by enhancing CX using geolocation, cobrowsing, video sharing, and other tools to give agents more information during calls without customers lifting a finger.

Capabilities that grow with you

Endless integrations

Zappix Agent Collaboration Tools connect to any CRM or agent interface you use to empower all of your CSRs.

Contextual transfers

Every piece of information submitted to Zappix Visual IVR can be seamlessly transferred to agents if customers opt to speak with a live agent.

Painless growth

Add more agents and scale your Agent Collaboration Tools easily as you grow thanks to cloud-based Zappix solutions.

Brand customization

Make sure every Visual IVR menu conveys the same brand and messaging as the material you already distribute to customers.

Measure results

Improve your customer service interactions by tracking how different agents are using Zappix capabilities and which solutions agents connect customers to most often.

Seamless connections

Zappix solutions leverage loose coupling to easily connect to any partner or third-party backend system or database you use once customer submit information.

Omni-channel

Integrate all your visual channels and support faster customer experiences from voice IVR, email, text messages, and more.

Self-service

Empower consumers to solve customer service issues on their own with integrated Visual IVR and powerful digital forms.