Great customer experiences start with your agents

Omnichannel Console for Peak Agent Experience

• **Unified Agent Console: **Our AI-powered unified Agent console handles voice, video, messaging, email, and SMS contacts effortlessly. With AI-driven response suggestions, real-time insights, personalized coaching, and seamless third-party integrations, agents drive faster, more effective conversations and consistently deliver outstanding customer experiences.
• **Real-time Operational Dashboard: **Monitor key metrics like queue lengths, wait times, agent availability, and break status–all in real time. This empowers supervisors to make informed decisions, optimize staffing, and ensure a smooth customer experience.
• **[24]7 Copilot: **Our industry-leading conversational AI platform, now equipped with generative AI, empowers you to achieve peak contact center performance. Leveraging deep operational expertise and cutting-edge language models, [24]7 Copilot includes tools designed to transform agents into the best versions of themselves through simulated and unlimited training programs, real-time assistance, automatic conversation evaluation, and conversation summarization features.

Features

• Unified Interface: Provides agents with a single, intuitive interface to manage customer interactions across multiple channels, improving efficiency and reducing complexity.
• AI Assistance: Leverages artificial intelligence to offer real-time suggestions and guidance to agents, helping them resolve customer issues more quickly and accurately.
• Knowledge Management: Integrates a robust knowledge base that agents can easily access to find relevant information and solutions, enhancing their ability to assist customers effectively.
• Performance Analytics: Offers detailed analytics and reporting on agent performance, enabling managers to identify areas for improvement and provide targeted coaching.
• Collaboration Tools: Includes features that facilitate collaboration among agents and between agents and supervisors, fostering a supportive and productive work environment.