Deliver contextually relevant guidance to agents on processes, compliance, and behaviors to achieve goals.
Easily see which agents need coaching and when to intervene from any location.
Empower contact center agents to be their best on every interaction with immediate guidance on next best actions and soft-skill behaviors.
Get new agents up to speed quickly by reinforcing skills and procedures learned during training.
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.
Improve Contact Center Performance with Enlighten AI for Customer Satisfaction
A recent study of NICE customers provides evidence that contact center metrics are directly correlated to agent soft-skill behavioral performance.
Enlighten AI for Customer Satisfaction with Real-Time Interaction Guidance
Enlighten AI for Customer Satisfaction is an out-of-the-box solution that interprets and measures human behaviors proven to influence customer satisfaction.
AI for Contact Center Real-Time Guidance
Using AI with real-time agent guidance maximizes performance and customer satisfaction.