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    U-Assist In-Call Bolt Brochure

    Uploaded by

    Juan David Botero

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd

    U-Assist In-Call Bolt Brochure

    Uploaded by

    Juan David Botero
    10 views3 pages

    Original Title

    U-Assist in-Call Bolt Brochure

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    © © All Rights Reserved

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    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
    10 views3 pages

    U-Assist In-Call Bolt Brochure

    Uploaded by

    Juan David Botero

    Copyright:

    © All Rights Reserved
    Download as PDF, TXT or read online from Scribd
    Download as pdf or txt
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    Empower Agents to Consistently Deliver

    U-Assist is an intelligent agent guidance solution that reduces onboarding


    time, minimizes costly error rates and improves operational efficiencies.

    U-Assist leverages Robotic Process Automation (RPA) to drive automation


    with knowledge-based integration, based on the conversation,
    automatically providing agents with all the customer information they need
    without having to place a valuable customer on hold.

    Enhance the agent experience and drive results like:

    • Reduced agent onboarding time


    • Increased upsell and cross-sell opportunities
    • Increased agent performance and productivity
    • Minimized costly errors
    • Reduced repeat calls
    • Consistently exceptional customer service
    • Reduced agent handling time

    Trusted by Leaders

    75% 90% >35% >20% 20%

    Reduction in Agent Reduction in Reduction in Average Improvement in First Reduction in


    Onboarding Time Error Rate Handle Time Contact Resolution Agent Attrition

    © 2022 Uniphore. All rights reserved 1


    U-Assist In-Call

    Provide agents with real-time guidance during the call. The guided Contact Center CRM Workflow guidance with
    “Next-Best Action”
    workflows and next-best action alerts help to reduce agent onboarding
    time, minimize costly error rates and expedite the call to a successful
    resolution. New agents can quickly onboard while existing agents can
    keep pace with changes to consistently deliver an exceptional experience
    to each customer.

    U-Assist In-Call Bolt

    • Real-time agent guidance – Next-best action and agent guidance is


    pre-programmed to ensure consistency on every call and adherence with
    business requirements.

    • Reduce errors through process automation – Humans make mistakes.


    With process automation, the system automatically takes action on the
    agent’s behalf (e.g., automatically waiving fees or crediting a customer’s
    through RPA). This helps in avoiding missteps and manual errors. Real-time Customer info
    rules-based
    guidance
    • Serve a global audience – Bolt is language agnostic, so you can guide
    agents in every language.

    • Quick time to value – Bolt is quick to implement, allowing you to


    jumpstart agent adoption.

    © 2022 Uniphore. All rights reserved 2


    The Uniphore Difference U-Assist in Call Bolt at a Glance
    Visual guidance while you speak with an agent
    Customers are offered a visually guided path via a link on their phone, Feature Bolt
    enhancing the call experience and helping the customer make a decision. Real-time Agent Guidance w/Next-Best Actions
    Customers can now see the different options available to make an Guided workflows
    informed choice. Desktop automation
    Basic reporting
    Entity extraction
    Visual Interactive Customer UI

    Platform Partners

    Testimonial

    Visual Guided
    Experience
    “As we continually strive to deliver the best member experience in our
    industry, our partnership with Uniphore has enabled PSCU’s contact
    center agents to have more interaction with members and spend less
    time on manual tasks.”
    Rini Fredette, SVP Contact Center PSCU

    www.uniphore.com
    © 2022 Uniphore. All rights reserved 3

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