Agent Collaboration Tools

EMPOWER AGENTS

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.

Business 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

Your customers help solve customer service issues and decrease average handle time (AHT) with smart self-service.

Cost Savings

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.

 

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.