Empower customers and employees to find answers and resolve issues independently. Reduce support ticket volume and improve satisfaction with knowledge bases, chatbots, and customer portals.
Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.
Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.
Centralize information and empower users to find answers themselves. Create a searchable repository of articles, FAQs, and tutorials to improve self-service and reduce support burden. Provides a searchable database of support articles and resources for customers, agents and AI driven bots to deliver answers and support.
Salesforce provides a comprehensive CRM platform, enabling businesses to manage sales, service, marketing, and commerce at scale, with AI-powered insights.
Vistio provides real-time agent guidance and dynamic workflows inside contact center environments. It helps reduce handle time, increase accuracy, and support new agent onboarding with context-aware screen pops and live SOP navigation.
Company Differentiation
Purpose-built for live agent navigation with dynamic data inputs
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For businesses looking to improve customer support and enhance agent performance, Vistio offers a solution that guides agents with real-time assistance and automation tools. CXponent helps you implement Vistio’s platform to drive better customer interactions and improve contact center efficiency.
Key Features and Benefits
Agent Assist Technology: Vistio provides a powerful agent assist platform that helps customer service agents by guiding them through workflows in real-time, offering prompts, suggestions, and relevant information to resolve customer inquiries efficiently.
Workflow Automation: Vistio automates repetitive and complex workflows, enabling agents to focus on higher-value tasks and improving productivity across contact center operations.
Seamless CRM Integration: Vistio integrates with leading CRM systems, including Salesforce, Zendesk, and Microsoft Dynamics, ensuring that customer data is unified and workflows are optimized across the entire customer service operation.
Real-Time Guidance and Prompts: Vistio’s platform offers real-time guidance to agents during live customer interactions, ensuring that agents have access to the right information and processes at the right time to improve resolution rates and customer satisfaction.
Customizable Workflows: Vistio allows businesses to customize workflows according to their unique processes and needs, providing flexibility and ensuring that automation and agent assistance align with business goals.
Technical Requirements
Cloud-Based Platform: Vistio operates as a cloud-hosted solution, requiring stable internet access and compatible devices for customer service agents to access real-time guidance and workflow automation tools.
Integration Capabilities: Vistio integrates with CRM platforms and customer support tools, ensuring that workflows and customer data are unified and streamlined across systems.
Security & Compliance: Vistio adheres to industry-standard security protocols, including SOC 2 and GDPR, ensuring that customer data is protected and that workflows remain compliant with regulatory requirements.
Workflow and Automation Setup: Businesses need to configure Vistio’s workflow automation tools to optimize customer service processes and ensure that agents are supported with real-time prompts and guidance.
Business Requirements
Agent Assist and Workflow Automation Needs: Businesses looking to enhance agent performance by providing real-time guidance and automating complex workflows will benefit from Vistio’s platform.
CRM Integration for Unified Operations: Companies that need seamless integration between agent assistance tools and CRM platforms should consider Vistio’s ability to unify data and optimize workflows.
Custom Workflow Automation Focus: Organizations seeking to customize and automate workflows to align with unique business processes will find value in Vistio’s customizable automation tools.
Real-Time Agent Guidance: Ensure that Vistio’s platform is configured to provide agents with real-time prompts, guidance, and relevant information during live customer interactions.
Use Cases
Real-Time Agent Assistance: Vistio helps customer service agents improve performance by providing real-time guidance during customer interactions, increasing resolution rates and customer satisfaction.
Automated Workflow Management: Vistio’s platform automates repetitive and complex workflows, enabling agents to focus on resolving customer inquiries more effectively and reducing time spent on manual tasks.
CRM Integration for Improved Efficiency: Vistio integrates with CRM systems to unify customer data and streamline workflows, ensuring that agents have all the information they need to deliver consistent service.
Customizable Workflow Automation: Vistio allows businesses to customize workflows to suit their specific needs, ensuring that automation supports business goals and improves overall efficiency.
Qualifying Questions
Does your business need a cloud-based agent assist platform to provide real-time guidance and automate workflows for customer service agents?
Are you looking for seamless integration between agent assistance tools and your existing CRM systems to unify customer data and improve workflows?
Do you require customizable workflow automation tools that align with your business processes and enhance operational efficiency?
Is it important for your business to provide agents with real-time guidance and information during live customer interactions to improve resolution rates and customer satisfaction?
Implementation Timeline & Considerations
Deployment Time: Vistio’s platform can typically be implemented within 6-10 weeks, depending on the size of the contact center and the complexity of workflow automation and CRM integration needs.
Considerations: Ensure that your IT and customer service teams are involved in the deployment process to configure real-time agent assistance tools, automate workflows, and integrate CRM systems effectively.
Security & Compliance: Verify that Vistio’s security protocols and compliance certifications meet your organization’s regulatory requirements for customer data protection and workflow management.
ROI and Business Impact
Improved Agent Performance: Vistio’s real-time agent assistance tools help customer service agents resolve inquiries faster and more accurately, leading to higher customer satisfaction and improved performance metrics.
Increased Operational Efficiency: By automating repetitive and complex workflows, Vistio reduces manual effort and allows agents to focus on higher-value tasks, improving overall productivity.
Seamless CRM Integration: Vistio’s integration with CRM systems ensures that workflows and customer data are unified, enhancing operational efficiency and delivering consistent customer service experiences.
Scalable Workflow Automation: Vistio’s customizable workflows can be scaled to support growing business needs, enabling businesses to automate more processes as they expand.
Cost Model
Vistio offers subscription-based pricing based on the number of users, workflows automated, and the level of real-time agent assistance features required. Pricing scales with the size of the organization and the complexity of customer service operations. Custom pricing is available for large enterprises with advanced automation and integration needs.
Roles of Decision Makers
Customer Service Leaders: Oversee the deployment of Vistio’s agent assist platform to ensure improved customer service interactions and optimized workflows for better resolution rates.
IT Leaders: Manage the integration of Vistio with CRM systems and customer service tools, ensuring that data is unified and workflows are streamlined for maximum efficiency.
Operations Managers: Use Vistio’s customizable automation tools to optimize workflows, improve agent productivity, and enhance overall contact center operations.
Compliance Officers: Ensure that Vistio’s platform meets the organization’s data protection and regulatory compliance standards for workflow automation and customer service operations.
Additional Considerations & Helpful Tips
Agent Assist Strategy: Develop a strategy for leveraging Vistio’s real-time agent assist tools to improve resolution rates and deliver consistent customer service experiences.
Workflow Automation Optimization: Use Vistio’s workflow automation tools to reduce manual tasks, improve productivity, and enable agents to focus on higher-value customer interactions.
CRM Integration Planning: Ensure that Vistio integrates fully with your CRM systems to unify customer data and streamline workflows across contact center operations.
Scalability Planning: Plan for scalability by leveraging Vistio’s customizable workflows to support expanding business operations and increasing customer service demands.
Next Steps
Looking to enhance your contact center operations and improve agent performance with Vistio’s real-time agent assist and workflow automation platform? CXponent can help you assess your needs and implement Vistio’s solutions. Contact us today to get started.
Empower customers and employees to find answers and resolve issues independently. Reduce support ticket volume and improve satisfaction with knowledge bases, chatbots, and customer portals.
Software, usually for 50+ person operations to efficiently plan, schedule, and monitor the efficiency of your customer service organization. Enhance employee engagement and productivity by providing tools for performance management, training, and collaboration.
Provides agents with context and workflow guidance through real-time transcription, sentiment, and intent during customer interactions. Based on the context, agents can be presented with real-time "next best action", workflow guidance and Automation, including After Call Work like summarizing notes, setting dispositions, etc.
Centralize information and empower users to find answers themselves. Create a searchable repository of articles, FAQs, and tutorials to improve self-service and reduce support burden. Provides a searchable database of support articles and resources for customers, agents and AI driven bots to deliver answers and support.
Salesforce provides a comprehensive CRM platform, enabling businesses to manage sales, service, marketing, and commerce at scale, with AI-powered insights.
