Question: I need a tool to monitor and improve agent performance in my contact center, can you suggest a solution?

If you want to monitor and optimize agent performance in your contact center, Cresta is a good choice. The generative AI platform analyzes conversations to identify important information and best practices, then uses that information to optimize contact center performance. Cresta's features include conversation intelligence, agent assist, virtual agents and a no-code command center. It can be integrated with a variety of contact center platforms and is a leader in real-time revenue execution platforms, according to a report by analyst firm Aragon Research, which helps companies to sell more, serve customers better, retain customers and collect payments.

Another option is ClearView, which offers real-time dashboards to measure agent productivity and improve performance. It offers customizable dashboards, real-time and historical data integration, gamification, coaching tools and quality monitoring. ClearView can pull data from multiple sources, including ACD, CRM, WFM and QM, so you can create your own metrics and track agent development. The company says its platform is designed to improve agent engagement, operational efficiency and customer satisfaction.

ASAPP is another option, offering a range of AI-powered tools to improve human performance in contact centers. It combines automation with human empathy to create a better customer experience. ASAPP's features include generative automation, real-time guidance and interaction intelligence, which the company says have been shown to improve CSAT scores, lower handle times and boost productivity. The company says it protects customer data and complies with regulatory requirements, making it a good option for contact center modernization.

If you want a more all-in-one approach, check out Five9, a cloud-based contact center software that uses AI and automation to improve customer interactions. It offers tools for blended inbound/outbound management, agent desktop tools, geo-redundancy, call recording and workflow automation. Five9 can integrate with popular CRM systems, and it offers other tools like AI-powered virtual agents and social media engagement tools. The company says its software can help businesses improve customer satisfaction and lower operational costs.