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

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

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

From the moment your customer starts their journey, know who they are, where they’ve been and their intent to offer a self-service experience as unique as they are. Guide customers to the next best action, making the experience personal and seamless.

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 summarised 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 personalised service, no matter when or where the conversation resumes.

Proactively serve relevant knowledge through AI-enabled agent assist. Real-time information is automatically surfaced, helping achieve a faster resolution – all from a single knowledge base you can deploy anywhere you need.

Agents can respond with a scripted response to common questions, saving time through canned responses.

Agents can easily switch channels if customers prefer to take the conversation elsewhere. With a single customer view, agents use a single click to change to a new channel — so you can seamlessly engage with customers on their terms.

See how agents manage schedules, performance, coaching and learning from a single place. Agents can easily toggle between performance and interactions from the same application. Let’s explore the activity dashboard.

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

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.

Set gamification around business KPIs. Agents can see how they are performing against these 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.

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.

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.

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

Agents can manage work-life balance better with time-off requests done right in their interface, making it easy to know and manage when staffing changes come up.

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 one platform. Unleash employee superpowers with a modern interface made for today’s employees.