Next Level Routing & Queuing
using skills, proficiency, affinity and aging
Routing and prioritizing customers the right way is important, so we built an advanced skill based routing engine to prioritize the agent queue.
for an efficient contact center
Skills are assigned to agents with proficiency levels allowing for the best agents for the job to connect with the right customers, while also making sure they are not overloaded.
Get the Customer
to the right agent at the right time
Skill points, agent affinity and agent proficiency affect the customers position in a queue as they join in. As they wait, Skill based Priority aging makes sure that priority customers with priority needs climb up the queue faster while time aging makes sure no one gets left behind.
based on user intent
Customize waiting experiences based on the intent identified. Add background audio, play periodic messages that relate to the customer inquiry and further personalize the engagement content.
to augment or transform your existing contact center
Choose to introduce SmartAssist gradually or all at once with our flexible deployment models. Protect existing investments by deploying complementary SmartAssist components or transform your contact center with the end-to-end AI-native solution. We support on-premise or cloud hosted options and get you up and running in a matter of hours.
Augment Existing Contact Center
Add SmartAssist components where you want and protect existing investments as needed.
New or Transform Existing
Transform your contact center by implementing the end-to-end SmartAssist solution.
We can also deploy SmartAssist on-prem to fit your specific business/industry needs.
ASR & TTS
The solution is agnostic to automated speech recognition (ASR) and text-to-speech (TTS) providers. Choose your preferred provider in just a few clicks.
Local Numbers Worldwide
SmartAssist gives you local numbers to over 65 countries or toll-free options where available to make your customers feel comfortable.
Use our SDKs to embed virtual assistants in your iOS and Android apps or on the web. Easily personalize the look and feel in SmartAssist.