CallAssist

The CallAssist Solution is engineered to revolutionize how Contact Center Reps manage and resolve customer inquiries. Designed specifically to enhance efficiency and accuracy, CallAssist helps agents navigate complex customer situations swiftly by bringing intelligence directly to the agent’s fingertips, reducing call handling times and elevating overall customer satisfaction.

Highly Rated by Users

4.8

100+ Reviews

35% Reduction

in Average Call Handling Time

70% Productivity Increase

for New Agents

1 Million+

Handled Calls

Empowering CSRs for Call Resolution

Reduced Call Handling Time

By automating data lookup and guiding agents through resolution paths, CallAssist significantly cuts down the time spent on each high bill call, improving contact center efficiency.

Real-time Account Condition Identification

CallAssist dynamically identifies critical customer account conditions in real-time, guiding agents to the precise reasons behind a customer's concerns. This intelligent assistance ensures agents are always equipped with the most accurate and relevant information to address customer concerns effectively. Furthermore, the platform provides dynamic scripting, adapting in real-time to the specific details of each call, ensuring consistent messaging and compliance while maintaining a personalized approach.

Intelligent Reason Navigation

Based on identified conditions, the platform guides agents through a structured, yet flexible, workflow to pinpoint the accurate reasons for the high bill. This replaces manual guesswork with data-driven insights.

Dynamic Scripting & Guidance

Provides agents with real-time, context-sensitive conversation prompts and next best actions. Scripts adapt based on customer responses and account conditions, ensuring agents deliver consistent, compliant, and empathetic support.

Configurable Business Rules

All rules for identifying high bill reasons, dynamic scripting flows, and agent guidance are fully configurable to align with your specific business processes, policies, and regulatory requirements. This ensures the tool is always relevant and effective for your operations.

Enhanced Customer Experience

Agents can confidently and quickly provide accurate explanations, leading to higher first-call resolution rates and improved customer satisfaction for what are often frustrating inquiries.

Integration Capabilities

CallAssist can be seamlessly integrated with your existing CRM systems, billing platforms (e.g., SAP IS-U), and contact center infrastructure to pull and push necessary data in real-time.

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