Xaqt

Prebuilt competencies and capabilties

• Bot-based service experiences that listen and respond to consumer questions.
• Seamlessly escalate to agents when necessary, increasing efficiency in call centers by resolving simple issues.
• Freeing up humans to focus on more nuanced consumer requests.

Customer self service anywhere

• Xaqt's Intelligent Virtual Agents handle a wide variety of tasks, including answering common agent questions, guiding customers through complex purchases, and providing account management.

Intelligent virtual agents as-a-service

• Fully managed AI means you're never left to figure it out on your own.
• One source of truth across all digital channels and voice
• Intelligent and conversational-based routing
• Business intelligence

A personal coach for every agent

• Impact on day one - Intelligent Day One, and gets smarter with each customer interaction.
• Conversational automation - Automate repetitive work processes to create operational efficiencies.
• Works in any contact center environment - Prebuilt integrations to the technology you already have meant no business disruption and accelerated deployment times.
• A blueprint for each call - Ensure Agents say the right thing, every time with automated checklists and conversational scripting.

Reduce cost per call by 60% or more

• Fully automate and resolve standard customer service issues over the phone and other channels.

Speech analytics included

• Every interaction with a customer or prospect should create data that helps you build a relationship. With IVAn, data from every customer interaction is stored in our Conversations Database and is immediately available for analysis in our award-winning Spectra Intelligence Portal.

Give your agents AI superpowers

• Give your agents the ability to handle more conversations, reducing operational costs, decreasing average customer hold time, and improving your ability to handle peak traffic efficiently.

Improve CX and EX

• Recommend responses for customers - The guide recommends phrases used by high-performing agents to improve the quality and consistency of customer experience.
• Surface answers from your knowledge base - Agents are suggested knowledge base content from either Xaqt's KnowledgeFlow or other Knowledge Bases, to solve a customer’s issue, reducing customer wait time and providing more accurate information to customers.
• Faster response time - Improve CSAT with quicker response time using Suggested Replies and fast answers to customer inquiries drawn from Xaqt KnowledgeFlow.

AI guided experiences

• Automate custom interactions with personalized content and routing. Gets Smarter and Improves with each Interaction.

Omnichannel guides

• Xaqt's Agent Assistants support agents no matter what communication channel they're on. That means voice, SMS, chat, and Business Messaging.

Automated performance assurance

• Ensure agents are consistent, compliant, and courteous with every customer interaction.

Analyze everything

• One transcript, and multiple use cases, that provide:
• Product feedback
• Customer sentiment
• Call summaries
• Compliance

AI powered knowledge management

• KnowledgeFlow is a knowledge management solution specifically designed for contact centers. It gives agents an internet-like search tool that allows them to easily access relevant information when they need it, so they can quickly resolve customer issues.

Knowledge analytics

• Knowledge + action = power. With KnowledgeFlow Analytics, we put the power of insights all in one place. Visually see what knowledge assets are having an impact on your business, in real-time.

Microlearning

• KnowledgeFlow uses test-driven learning. Unlike traditional e-learning, people don’t have to read a presentation or watch a video first. They receive immediate feedback through interactive prompts.

Maximize the impact of organizational knowledge

• Business improvement through employee training.
• Reduce training costs.
• Decrease employee onboarding time.
• Improve access to knowledge & retention.
• Focus your knowledge management efforts.

Provide consistent quality support

• KnowledgeFlow empowers internal knowledge management teams to capture and orchestrate organizational information and processes, providing agents with the knowledge they need to succeed empowering tools like Xaqt’s IVAn to resolve customer issues faster.

On the fly learning

• KnowledgeFlow offers a truly mobile e-learning solution. This makes it easy for employees to learn anywhere and at any time.

Embed contextual knowledge anywhere

• Whether it's an agent in the call center or a customer seeking information in your mobile app, having access to up-to-date and contextual information is critical to customer success. Now up-to-date and contextual information can be accessed from anywhere, on any device.

Perspectives

• With Spectra Perspectives, you gain a comprehensive and holistic understanding of your contact center operations, and develop informed and effective strategies for improving customer satisfaction, increasing efficiency, and optimizing your operations.
• Customer experience
• Operational performance
• Employee experience
• AI performance

Conversational insights

• Spectra integrates with Xaqt's Prism and Discern to analyze every interaction, providing:
• Product feedback
• Customer sentiment
• Call summaries
• Compliance

AI-driven analytics

• Optimize customer journeys, employee performance, and operational efficiencies with real-time insights.
• Speed up response times to critical issues
• Augment agent coaching and QA
• Automated discovery of actionable insights