Augment CXM

About Augment CXM

Augment CXM is a navigation system for the contact center built off of hundreds of millions of customer interactions. It provides real-time guidance to every agent, on every turn of the conversation, enabling novice agents to navigate customer queries like veterans.

Our product is backed by three breakthrough technologies:

1. A semantic deep learning engine: Analyze more than keywords, with an AI built to understand full conversations

2. Predictive KPIs: The ability to know the KPI of any conversation. Even without the customer completing a survey

3. Real-time analysis: Review and analyze each and every turn of the conversation, the moment it happens in true real-time

About Augment CXM

Augment you agents with AI providing:

- Real-time agent conversational guidance by artificial intelligence

- Predictive analytics for CSAT / NPS

- RPA for basic agent functions

- Interaction Analytics

- Analytics Quality Management

• Analtyics
  • Desktop Analytics
  • Data Driven Design

• Voice of the Customer
  • CSAT/NPS Measurement

• Performance Management
  • Provide Performance Management Scorecard
  • Compare employee performance against peers
  • Help identify strengths and weaknesses
  • Link specific areas of skill development

• Training and Coaching
  • agent coaching

• Quality Monitoring
  • Analytics based on keywords or phrases
  • Efficiency in filling out forms

• Other
  • Knowledge Management

• Integration
  • CRM Integration
  • Salesforce Integration

Directory Categories

• Data Analytics
• Employee Assessment
• Gamification
• Contact Center Messaging
• Customer Experience Feedback and Analysis
• Knowledge Management Software
• Performance Management
• Robotic Process Automation