Give agents control over their workspace so they can match their personal workstyle and role – boosting speed, accuracy and engagement in every interaction. A streamlined, intuitive environment helps agents focus less on navigation and more on customer connection.​

Manage all interactions in a single panel across digital and voice channels to easily service customers and increase efficiency with a single customer view.

Bring up relevant customer details so each interaction is personal. Connect your existing CRM systems to pass valuable customer data that feeds knowledge back to agents.

Know every step each customer takes on their journeys. The most important information is summarized and highlighted. Connect customer context across channels so agents know how to help each customer achieve their goal and increase satisfaction.

See the entire conversation, past and present, so customers don’t need to repeat themselves. With all the history at your agent’s fingertips, it’s easy to provide seamless personalized service, no matter when or where the conversation starts.

A contextualized summary of why the customer reached out ensures agents understand key interaction details at a glance so they can join the conversation effortlessly.

​Proactively serve relevant knowledge through generative AI with Agent Copilot. Real-time information is automatically surfaced, helping achieve a faster resolution — all from a single knowledge base you can deploy from anywhere you need.

Intelligent next-best action guides agents to resolve customer needs based on real-time context. Recommended steps and support help agents personalize conversations, up-sell naturally or de-escalate issues.​

Generative AI automatically creates a summary of the interaction, so agents can stay focused on live customer needs instead of administrative burden — reducing manual effort in after-call work. ​

Agent copilot automatically suggests wrap-up codes based on the interaction, saving agents time and effort in after-call work. ​

Give agents the tool that makes it easy to handle interactions and manage performance, learning and career progression for a more engaging experience — all in a single platform. Help your people thrive and add more value with a modern interface made for today’s employees.​

Quality evaluations are easily accessible so agents can review and know where to improve to meet and exceed quality standards.

Agents can see and manage their schedules to fit work requirements with life outside of work while still meeting schedule adherence.

Employees can access training and performance records to quickly gauge where to improve, making it easy to manage their career development and performance.

With a visible summary of their evaluations, agents can easily handle evaluation reviews, learn where they have opportunity to improve and track improvement over time. Let’s see the details of a digital interaction.

Agents can play the interaction while reviewing the evaluation so they can understand their score to pinpoint specific elements, encouraging better learning for improved service quality.

Agents can view each element of the evaluation with full transparency to understand their score and areas for improvement. The total summary score gives agents a goal to reach on every interaction for continuous improvement.

Click here to return to the employee hub and see how employees can manage performance.

Integrated coaching and learning are at the forefront of the activity hub so agents can continue to learn and grow their skill sets while consistently improving service quality. Target training based on specific interactions or ad-hoc as needed.

Inject friendly competition into daily workflows that motivate agents to push their performance higher. Contests aligned with key KPIs make achieving business goals feel rewarding and fun.

Agents can see instant recognition right where they handle their day-to-day work, boosting morale and fueling a culture where success is celebrated – driving engagement.

Gamification is infused across the employee experience to create an engaged workforce. Create friendly competition and activities that align with business KPIs. Agents can track their personal bests, total points and daily scores, and compare them to their colleagues and trends.

Agents can see how they’re performing against critical goals and know where to improve. Meet or exceed your KPIs. The tools they use at work are as smart and fun as the ones they use in their personal life.

Give agents transparency into time on queue, breaks and time spent on other projects so they can manage their day.

Agents can see their full schedule across the week or month and easily keep track of time spent on queue, training, special projects or other work. Full visibility gives them insight to plan for their schedule and know when they may need to adjust shifts.

Agents can manage time-off requests in the same interface they use to manage their day-to-day work, making it easy to manage work-life balance and enhance agent flexibility.

Empower agents to manage their schedule with shift trading so they can still work a full schedule while accommodating scheduling conflicts outside of work. ​