Bridge the gap between naturally skilled agents and ones who might benefit from additional assistance while helping even the best agents have confidence that their interactions meet organizational and customer expectations.

Real-Time Interaction Guidance analyzes conversations as they occur and provides contextually relevant prompts to agents on processes and behaviors as needed. This helps ensure a consistent service experience from every agent in every conversation. How does it work? Alert messages based on phrases spoken or omitted, customer satisfaction metrics, and Enlighten AI models for soft-skill behavior performance assist agents in steering every conversation to a positive outcome. It is an easily configurable, out-of-the-box solution, giving every organization the flexibility and ease of use to focus on what matters most.

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