Agent Assist is a product within TCN’s suite of contact center solutions, designed to keep agents engaged and integrated in real-time customer interactions. It leverages AI to provide live guidance, automate repetitive tasks, and streamline workflows, helping agents stay productive and reducing burnout. With a unified interface, Agent Assist enables seamless handling of voice, chat, SMS, and email—all from a single platform.

Features

• Real-Time Agent Assistance: Offers live coaching, automated follow-up scheduling, and call disposition suggestions to guide agents during interactions.
• Unified Communication Interface: Empowers agents to manage all communication channels—voice, chat, SMS, and email—within one platform, reducing app-switching and improving efficiency.
• Learning Center: Built-in self-learning tools help agents improve skills and reduce onboarding and training time.
• AI Automation: Replaces manual, tedious processes with intelligent workflows, allowing agents to focus on delivering exceptional customer service.
• Turbocharged Analytics: Provides real-time metrics, intelligent reporting, and customizable dashboards to monitor and enhance agent performance.
• Support for Remote Agents: Browser-based software ensures consistent service delivery from home-based agents, with flexible scheduling and quality assurance tools.
• Improved Agent Interface: Simple, intuitive design increases job satisfaction and promotes collaboration within the contact center.

Benefits

• Enhanced Customer Satisfaction: Real-time support and automation help agents deliver faster, more accurate service.
• Reduced Agent Burnout: Streamlined workflows and AI assistance ease the burden of complex tasks.
• Increased Operational Efficiency: Unified platform and analytics enable smarter decision-making and faster response times.
• Scalable Remote Work: Supports distributed teams with consistent tools and performance tracking.
• Faster Onboarding: Learning Center reduces training time and accelerates agent readiness.