Agent Collaboration Tools
Give agents more context and caller information and enhance their capabilities to create more successful resolutions
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.
Zappix technology enables agents to 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 will expedite the assistance process when needed.
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
Your customers help solve customer service issues and decrease average handle time (AHT) with smart self-service.
Automated Visual IVR interactions get more successful resolutions while reducing your contact center budget.
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. No need to reiterate previously submitted information like passwords and contact details. Agents can jump straight to solving the issue.