It has taken close to 20 years, but the convergence of the processing power of the cloud, interaction analytics (IA), artificial intelligence (AI) technologies, and a shift in what agents are empowered to do for customers is finally making the concept of real-time contact centers a reality.
Shifting the service paradigm from reactive to proactive
Real-Time Guidance (RTG) solutions are transforming the customer and employee experience (CX and EX) by empowering employees with in-the-moment guidance. From presenting the best recommendations for handling objections to close a sale to supplying procedures to resolve customer inquiries or identifying approaches to increase collections, RTG solutions have countless possibilities. This Report explores the increasing importance, value, and benefits of these emerging solutions.
Real-time guidance applications utilize IA and AI technologies, including generative AI, to structure, analyze, and understand live conversations as they occur. Insights from this analysis are combined with contextual information about the interaction and used to deliver the content, procedures, knowledge articles, scripts, and guidance to assist agents and drive positive outcomes. Especially beneficial for new hires and supporting work-at-home/hybrid staffing models, RTG expedites the agent ramp-up process by providing an “always available” coaching/training resource. Productivity increases when agents have on-the-fly access to the right information to handle customer interactions, eliminating the need for transfers, holds, and repeat contacts.
The report analyzes the emerging RTG market, vendors, and products. This Report provides a comprehensive and insightful analysis of the RTG market, competitive landscape, products, and upcoming innovations, as well as market, business, and technology trends and challenges for this essential application. It explores product pricing and offers implementation best practices to help users realize a rapid and strong return on their investment. The report also reviews the analytics-enabled quality management (AQM) and integrated coaching capabilities that are included or offered by the 8 featured RTG solution providers: Balto, CallMiner, Cresta, NICE, OnviSource, Sestek, Verint, and Xdroid.
The report includes:
- Real-time guidance explained, including a high-level overview of the key functional capabilities in the 8 featured RTG solutions
- Market, business, and technology trends and challenges driving product innovation and influencing enterprise investments
- Overview of how RTG solutions are leveraging traditional AI, generative AI, and automation
- A look at how RTG solutions are transforming the EX, elevating the CX, and delivering quantifiable productivity improvements
- Examination of the ways enhanced transcription, emotion detection, and sentiment analysis are being leveraged to improve and extend RTG capabilities
- How AQM solutions deliver a comprehensive omnichannel approach to QM and improve agent coaching, performance, and engagement
- Market activity and 5-year revenue projections
- Review and assessment of the RTG competitive landscape
- High-level company information and overview of the core and optional modules in the 8 featured RTG solutions, as well as packaged/verticalized offerings
- Implementation analysis including third-party integrations, training/workshops, and pre- and post-implementation professional services
- Benefits for building a business case and ROI timeframes for an RTG and AQM implementation
- Pricing comparison and analysis for a 250-seat cloud-based RTG and AQM implementation
- Detailed company reports for the 8 RTG vendors, analyzing their products, functionality, and future product development plans
Table of Contents
1. Executive Summary2. Introduction
