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News : Cogito Introduces Real-Time Supervisor Alerts and Generative AI-Driven Smart Summaries for Agents

#contactcenterworld, @CogitoCorp

Boston, MA, USA, June 20, 2023 - Cogito, a provider in real-time coaching and guidance for the enterprise, announced a new twist on generative AI applications combined with real-time supervisor alerts, empowering frontline leaders to proactively address operational challenges, improve quality, and enhance both the agent and customer experiences in the moment. New features include Real-Time Alerts for Supervisors and Quality Managers, and a personalized call summary for agents powered by generative AI.

Many factors that negatively impact EX and CX are beyond the control of individual agents. That’s where Cogito’s AI steps in to detect and alert operational leaders to frequently occurring issues and trends, allowing them to identify specific groups that may benefit from targeted solutions and paving the way for improved EX and CX on a larger scale.

"It’s time to take action and start improving quality upstream with guidance that helps agents avoid the pitfalls of a poor experience," said Joshua Feast, CEO of Cogito. "These new features are set to redefine contact center management by empowering supervisors to make real-time, data-driven decisions and enabling them to identify the gaps and key process improvements to drive better outcomes for both agents and customers."

#contactcenterworld, @CogitoCorp

Posted by Veronica Silva Cusi, news correspondent
Source: https://www.businesswire.com


About Cogito:
Company LogoCogito enhances the emotional intelligence of phone professionals by applying behavioral science through artificial intelligence and machine learning. Cogito’s software analyzes conversational dynamics to provide live guidance for agents and a real-time measure of customer experience for every call. Cogito is helping the world’s most successful enterprises improve sales results, deliver amazing service, and enhance quality of care. Cogito is a venture-backed software company located in Boston, MA.
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Today's Tip of the Day - Make Self Service A Breeze

Read today's tip or listen to it on podcast.

Published: Thursday, June 22, 2023

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2024 Buyers Guide Help Desk Software

 
1.) 
Knowmax

Knowmax
Knowmax is an omnichannel knowledge management platform. Our mission is to transform contact centers into resolution centers and drive customer self service.
The platform is an industry-agnostic enterprise-grade knowledge platform with components helping in easy findability of actionable information at the right time across the desired touchpoint.

2.) 
LiveAgent

LiveAgent Help Desk
LiveAgent is a cloud-based Help Desk Software with over 195+ compatible integrations. Streamline all customer communication channels and manage them from a single shared company inbox. Enjoy social media integration, unlimited ticket history, call recordings, hybrid ticket streams, and more. Companies like BMW, Yamaha, Huawei, Orange, or Forbesfone use LiveAgent to deliver customer wow to 150M end-users worldwide.

3.) 
OneDesk

OneDesk's software combines Helpdesk & Project Management into one application. No need to purchase, integrate and switch between applications. Your team can support your customers and work on projects in one place. Aimed at SMBs as well as departments at large enterprises, OneDesk is frequently used by project managers, customer service, IT, professional services and more. This easy-to-use, feature-rich, and highly configurable software can manage both ticket & task workflows.
 

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