Agent Assistance
Agent Assistance gives agents real-time guidance, instant knowledge lookup, automated interaction summaries, and language support (translation/transcription), along with standard tools like supervisor assist and canned responses to improve efficiency and consistency.
Further reading: Agent Assistance
Quality Management (QM)
Quality Management uses AI to automatically evaluate interactions, combine AI and human scoring, and surface the most relevant calls or chats in a single view so supervisors can focus on coaching and performance improvement.
Further reading: Quality Management
Surveys
Surveys let you design omnichannel forms to capture customer feedback, collect and report on responses, and turn insights into actions to improve customer experience.
Further reading: Surveys