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What is Vistio?
Vistio is a guidance and automation platform specifically designed for contact centers. It aims to enhance agent performance and streamline operations by providing real-time support and automating tasks. The platform integrates with existing systems to deliver contextual information and step-by-step guidance directly within the agent's workflow, helping them navigate complex processes and adhere to compliance requirements more effectively.
By leveraging AI, Vistio offers features like Real-time Agent Assist, which provides suggestions and answers during customer interactions, and Process Automation to handle repetitive tasks. It also includes a unified knowledge management system and robust reporting capabilities. This allows contact centers to reduce handle times, improve first-call resolution, ensure consistency, and ultimately elevate both the agent and customer experience.
Features
- Guided Workflows: Step-by-step process guidance for agents.
- Real-time Agent Assist: AI-powered suggestions and information during live interactions.
- Process Automation: Automates repetitive tasks and workflows.
- Unified Knowledge Management: Centralizes access to information and knowledge bases.
- Reporting & Analytics: Tracks agent performance and operational metrics.
Use Cases
- Onboarding and training new contact center agents.
- Reducing Average Handle Time (AHT) for customer interactions.
- Ensuring consistent adherence to compliance and procedures.
- Improving First Call Resolution (FCR) rates.
- Automating post-call wrap-up and other repetitive agent tasks.
- Enhancing agent confidence and reducing stress.
- Providing consistent customer experiences across agents.
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