Improve Contact Center Performance with Enlighten AI for Customer Satisfaction
Real-time interaction guidance - Optimize Your CX
Drive customer satisfaction in the moment.
Deliver exceptional experiences with improvement tips embedded in the agent’s desktop and live supervisor monitoring.Steer the conversation to positive outcomes.
Boost performance in an instant
Deliver contextually relevant guidance to agents on processes, compliance, and behaviors to achieve goals.Get instant visibility into agent performance
Easily see which agents need coaching and when to intervene from any location.Add a trusted advisor to every interaction
Empower contact center agents to be their best on every interaction with immediate guidance on next best actions and soft-skill behaviors.Accelerate new agent onboarding
Get new agents up to speed quickly by reinforcing skills and procedures learned during training.
Real-time monitoring for customer service excellence.
Real-Time Interaction Guidance empowers supervisors and agents to deliver a consistent service experience on every conversation. Supervisors have instant visibility into which agents are performing well and who requires coaching.Agents receive in the moment coaching with embedded desktop tips based on phrases spoken or omitted, customer sentiment metrics and AI-driven soft-skill behaviors. The easily configurable, out-of-the-box solution gives every organization the flexibility to focus on what matters most.See all capabilities
The unlimited possibilities of Real-Time Interaction Guidance.
Empower contact centers to achieve their objectives by bolstering sales, improving complaint management, ensuring adherence to regulations, and improving customer sentiment.Get white paperDeliver immediate impact.
Real-Time Interaction Guidance is powered by real-time speech transcription and phrase detection and Enlighten AI models to score agent behaviors, delivering live customer sentiment metrics and agents’ next best action prompts.
Provide just-in-time prompts
Keep customers engaged and happy by guiding agents on key elements of the conversation to improve the experience.
Analyze agent soft-skills
Remind agents to build rapport and encourage active listening based on AI models that understand customer cues across all industries.
Deliver objective guidance
Immediate feedback with integrated, easy-to-understand prompts and specific recommendations to steer the conversation while it’s happening.
