2023 Customer Experience MetriStar – Agent Assist Software

Published on: March 14, 2023

Author: Robin Gareiss, CEO and Principal Analyst
Five providers earned the Metrigy MetriStar Top Provider Award for Agent Assist Software. The MetriStar Award’s value is that it is based on both customer ratings and quantitative metrics correlating the use of providers’ services with measurable business success. Agent Assist Software: Agent assist software uses artificial intelligence (natural language processing, transcription, sentiment analysis, etc.) and machine learning to provide contextual, real-time information to employees as they are interacting with customers or prospective customers. The technology typically rides over the top of on-premises contact centers or is included in contact center-as-a-service (CCaaS) platforms. The goal of the information, typically contained in screen-pops, is to help employees improve customer satisfaction, increase sales, and serve customers more quickly and with more information.

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