2024 Customer Experience MetriStar – Agent Assist Applications

Three providers in a highly fragmented market earned the Metrigy MetriStar Top Provider Award for Agent Assist Applications. The MetriStar Award’s value is that it is based on both customer ratings and quantitative metrics correlating the use of providers’ offerings with measurable business success.

Agent Assist Applications: Agent assist applications use artificial intelligence (AI) technologies such as natural language processing, transcription, and sentiment analysis, as well as machine learning, to provide contextual, real-time information to agents 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 (either from the CCaaS provider or a partner). The goal is to serve customers more quickly with more information, typically presented to agents in screen-pops, resulting in better customer satisfaction, more sales, and better efficiency.