Agent Guidance

Guide Contact Centre Agents Towards Customer Service Excellence

With Invosys Agent Guidance, contact centres get a comprehensive solution engineered to enhance agent performance, reduce complexity during calls, and deliver exceptional customer experiences.

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The Solution to Complex Customer Interactions

Invosys Agent Guidance is a cutting-edge software built specifically for contact centres. It provides features like workflow automation and robust knowledge base integration to simplify and optimise every customer interaction.

Our solution unifies processes through a single, browser-based application, it reduces errors and complexity while enhancing efficiency. This ensures agents have the right tools and resources to deliver tailored solutions quickly.

Invosys Agent Guidance helps contact centres unlock their full potential by focusing on key objectives:

A Robust Feature Set for Improved Agent Performance

Automation for Improved Efficiency

Automate routine tasks like predictive dialing and call flows.
Speed up processes, reduce wait times, and enhance customer satisfaction.

Low-Code Workflow & Scripting Tools

Quick creation and real-time updates to interactive scripts and workflows.
Keep agents aligned with changing products or policies, reducing response time and errors.

Real-Time Coaching and Feedback

Provide live, on-screen prompts to guide agents during active calls.
Reduce mistakes, enhance agent confidence, and ensure compliance with policies.

Knowledge Base Integration

Give agents instant access to customer data and contextual knowledge during calls.
Ensure accuracy, compliance, and first-call resolution. The deeper the knowledge base grows, the smarter the system becomes.

Conversational Analytics for Real-Time Insights

Track customer sentiment, intent, and tone during live interactions.
Glean empathy-driven insights to personalise calls and address concerns effectively.

Why Choose Invosys Agent Guidance?

Designed for a Diverse Array of Industries

Agent Guidance by Invosys helps improve agent performance and the customer experience across various industries including:

Telco

Utilities

BPOs

Healthcare

Insurance

Why Choose Agent Guidance by Invosys?

Single Source of Truth

First-Class Support and Training

Drive Seamless Customer Interactions Today

Whether you aim to improve speed to competency, enhance customer experiences, or simplify workflows, Invosys Agent Guidance produces measurable results. Schedule a demo to see how Agent Guidance can redefine your operations or learn more about Invosys’s industry-leading business communication solutions.