How else can a CCaaS solution impact Customer Satisfaction? Going hand in hand with sentiment analysis software, AI- powered agent assistants are often baked into the native CCaaS agent interface and are available as a bundled or add-on feature. These tools can provide real-time guidance to human agents interacting with customers, by phone or a digital channel. This can come in the form of on-screen messages advising an agent to slow their rate of speech or cease interrupting the customer, as well as knowledge-base lookups that save the agent time researching the answer they need. These “robotic assistants” can also provide next-best action suggestions, making agent workflows more efficient. While human supervisors cannot actively listen to 100% of their agent’s calls, CCaaS with Agent Assist software certainly can, expediting agent ramp-up time and optimizing coaching/education initiatives. Human agents make up approximately 80% the cost of a contact center, so efforts to develop talent can help lower agent attrition rates and increase customer satisfaction results, both of which contribute to a business’s overall revenue. The bottom line? As a Trusted Advisor, it’s important to understand the strong connection between the goals of your prospect and the CCaaS features that can offer the answer to achieving their goals. Adopting a CCaaS platform with the right features unlocks the power to separate one’s brand from the GOAVANT.NET