My Virtual Partner (MVP) / Team Member Assist

Q: <strong><strong>Agent Checklist & Dynamic Prompts</strong></strong>

This feature ensures a consistent workflow that guides agents through each stage of a customer interaction, reducing errors and helping new agents follow best practices.

My Virtual Partner (MVP) is an Agent Intelligent Assistance designed to enhance your Customer operations by providing real-time guidance, automating tasks, and improving the overall performance of your Agents. It is a managed service and strategic consulting tool that helps set a strategic tone for your operation.
MVP offers comprehensive support for both compliance and quality assurance in contact center operations.

For compliance

MVP provides several robust features:

It can scan 100% of calls to automatically flag legal issues and compliance alerts.
Managers can perform rapid-fire reviews, allowing them to accept, decline, reject, and escalate issues quickly.
MVP offers proactive alerts during live calls, enabling agents to course-correct on the spot if a compliance risk is detected.
It enhances call context and accountability by allowing review of recordings and transcripts, and collaboration through shared notes.

For Quality Assurance

MVP contributes significantly through:

This feature ensures a consistent workflow that guides agents through each stage of a customer interaction, reducing errors and helping new agents follow best practices.

MVP integrates with knowledge bases to present relevant information in real-time, allowing agents to provide accurate and confident solutions.

MVP provides appropriate, human-centred phrases during conversations, helping agents build rapport and connect emotionally with customers and improving CSAT scores.

MVP allows managers to set customizable triggers for coachable moments, receiving instant alerts to proactively guide agents and acknowledge good performance.

This feature gives agents access to an AI assistant that knows the company’s knowledge base, call scripts, and general policies, providing precise, context-aware answers in real-time, akin to having an instant trainer or coach.

MVP’s AI automatically summarizes calls and saves notes to the CRM, increasing agent productivity by reducing time spent on calls.

Integrating MVP:

Connecting with Your Existing Contact Center Platform

MVP is designed for seamless integration with a wide array of existing contact center systems. It works with most cloud-based phone systems and boasts over 50 active integrations.

The MVP team also offers to build new integrations within 30 days or fewer, ensuring compatibility with various telephone platforms like Zoom Contact Center, Five9, and Cisco, as well as knowledge bases and CRM systems.

Improve Managerial Effectiveness with My Virtual Partner (MVP)

MVP provides powerful support and monitoring features for managers. It enables Live Monitoring & Alerts, allowing managers to set customizable triggers that notify them instantly when specific events occur during calls, identifying coachable moments.

Managers can proactively guide agents through critical conversation moments or congratulate them, even remotely. They can even analyze 100% of calls to identify critical trends in customer sentiment or buyer behaviour.

Data-driven results MVP has demonstrated in real-world applications

In practice, MVP’s features contributed to a 50% reduction in escalations for a client,
For one Client, MVP led to a 7% CSAT improvement over time and a 13% politeness improvement.
A client showed that MVP resulted in improved Average Handle Time (AHT) by 14% and a reduction in Repeat Contacts by 35%, while boosting customer satisfaction by 42%.
Requests for supervisors decreased by 50% for a client, indicating that more issues were resolved at the frontline.