Aline
Aline: CX Platform Evaluation Support & Business Case Advisory
How CXponent supported Aline through their Agent Assist evaluation to optimize call center operations through AI, improving customer experience, operational efficiency, and driving business growth.
Challenge
Aline was experiencing inefficiencies in agent proficiency due to manual processes such as pen to paper note-taking and retyping summaries, which the implementation of Agent Assist aimed to address by automating interaction transcription and providing real-time guidance.
Solution
CXponent supported Aline through their Agent Assist evaluation as they aimed to enhance their call center operations. Agent Assist technology was implemented to improve agent proficiency by providing real-time guidance and automating transcription and after-call work, leading to more efficient call handling and better customer interactions. In addition, CXponent identified Agent Assist would support Aline's goal to double revenue by maximizing labor scheduling efficiencies and enabling agents to be scheduled across all brands.
Results
• Marketplace Education: CXponent conducted marketplace education and tightly coached vendor demos to inform Aline's requirements and roadmap. • Pricing and Legal Negotiation: CXponent assisted Aline through multiple rounds of pricing negotiations, helping them secure favorable terms and pricing. • Implementation Readiness: Aline was well prepared and ready for vendor implementation.