Agent assist voice only
123Verified suppliers
Built for
The challenge
Your organization faces increasing pressure to deliver exceptional customer experiences while managing operational costs. Agents struggle to navigate complex systems and handle increasingly intricate customer inquiries, leading to cognitive overload and inconsistent service quality. High agent attrition rates further compound these challenges, creating a cycle of hiring and training that hinders overall performance and negatively impacts customer satisfaction. Without effective Agent Assist tools, your contact center risks falling behind competitors and failing to meet rising customer expectations.
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30-45%
of contact center agents experience annual turnover
17%
of agent time is spent on manual note entry
$3T
is lost annually due to poor customer experiences
The solution
Agent assist voice only addresses your unique challenges through modern solutions and key capabilities.
Real-time transcription
Provides live, accurate speech-to-text conversion, enabling agents to focus on the conversation without manual note-taking.
Contextual knowledge retrieval
Quickly surfaces relevant information from the knowledge base based on the conversation context, reducing search time.
Automated call summarization
Automatically generates call summaries for CRM integration, reducing after-call work and ensuring data consistency.
Sentiment analysis
Detects customer sentiment in real-time, allowing agents to tailor their responses and de-escalate potentially negative situations.
Generative AI actions
Executes workflows via API integrations, such as processing refunds, rather than just providing instructions to the agent.
In-moment behavioral coaching
Analyzes speech pace, tone, and empathy to provide live feedback and improve the quality of interaction.
See how agent assist voice only suppliers stack up
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How to evaluate agent assist voice only
1
Integration ecosystem
Ensure the platform offers native, bi-directional synchronization with your existing CRM and CCaaS systems to avoid integration issues.
2
Latency and accuracy
Test the ASR accuracy and latency on your specific audio data, including diverse accents and background noise, to ensure usability.
3
Total cost of ownership
Consider implementation costs, training, API usage fees, and premium support tiers in addition to the license fees.
4
Security and compliance
Verify the vendor's SOC 2 Type II, HIPAA, GDPR, and PCI-DSS compliance, as well as their data usage policies.
Questions to ask suppliers
Use these questions during supplier evaluations to ensure you're choosing the right partner for your needs.
Agent assist voice only RFP guide- Can you demonstrate your RAG (Retrieval-Augmented Generation) pipeline using our sample documents, and how do you handle conflicting information in the source material?
- What is your documented latency for real-time transcription and guidance delivery, and does this change under peak load or when PII redaction is enabled?
- Describe your specific approach to 'Human-in-the-Loop' for agentic workflows-how does the agent verify and approve AI actions before execution?
- Do you retain ownership of the data derived from our interactions to train your foundation models, and can we opt-out while retaining full functionality?