“Sentiment and Agent Behavior metrics have made calibration sessions completely unnecessary. Now, we are focused exclusively on developing our coaches and coaching our agents, rather than arguing about the data.”
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Agent Assist Hub: FAQs
Help every agent, all the time.
CXone Agent Assist Hub simplifies implementing agent assist tools to help your agents perform at their best. Provide the knowledge and guidance agents need to resolve even the most complex cases. Monitor and provide guidance to improve hard to train soft-skills, like empathy and active listening. Use a low-code interface that streamlines implementing and managing native and third-party agent assist tools.
Using real-time interaction guidance for customer service excellence
Learn how Real-Time Interaction Guidance bridges the gap between naturally skilled agents and ones who might benefit from additional assistance to improve their performance and provide a better CX.
Other interfaces rely on custom programming , often resulting in complex, lengthy, and potentially expensive integration projects and ongoing maintenance . CXone Agent Assist Hub was built to reduce this complexity by providing a low-code, mostly point and click interface for integration.
Agent Assist Hub currently supports the following solutions: CXone Enlighten AutoSummary, CXone Expert Assist, CXone Real-Time Interaction Guidance, Enlighten Copilot for Agents, Google Contact Center AI, Omilia Voice Biometrics, and Salesforce Assist. Please check with your CXone Contact Person for the latest status, we are always adding new options.
You need to be using the CXone platform. Agent Assist Hub is a licensed product, please reach out to your CXone contact for more information on which license(s) is / are needed.
Dedicated CXone Studio components called Actions are provided as part of the Agent Assist Hub interface. Those actions enable your workflow programmers to simply drag-and - drop agent assist functionality into routing flows where they are needed, as well as access integration details directly from the workflow they are updating or expanding.
CXone Agent Assist Hub is an integration interface and supports US English. The scope of functionality / languages provided for the integration depends on what the solution integrated supports.
Better AX = better CX
Help your agents be at their best by automatically providing guidance, helpful content and next best actions.
Improve soft-skills
Monitor and guide every agent all the time in real-time.
Automate the mundane
Use biometrics to ensure your contacts are who they say to make your agents’ lives easier.
Integrate with ease
Use the low code Agent Assist Hub for quick and easy integrations.
Knowledge galore
Use AI to understand interaction context, determine intent then help the agent with knowledge and next-best action.
Help agents help themselves
Monitor every interaction, provide feedback to agent and their supervisor in real-time.
Automate repetitive tasks
Use biometrics to identify customers and AI-powered speech-to-text to automate transcription.
No more coding headaches!
A simple and intuitive low code/no code interface that helps you easily integrate agent tools.
