Creovai Integration | 8x8 Technology Partner Ecosystem

Integration Overview

Creovai is the leading provider of real-time agent guidance software, built by experts who have worked in and led contact centers. Their firsthand experience shapes a solution designed to elevate both the customer and agent experience.
Creovai’s intelligence suite, deeply integrated within 8x8’s CCaaS platform, intuitively listens to customers in real time, understands their sentiment and intent, and delivers the insights needed to take positive action—whether guiding agents, fixing broken processes, or enabling faster decisions.

Benefits

Reduce agent training time: Cut your onboarding time in half. Get agents customer-ready faster by giving them one simple interface and ensuring they have instant access to the data and knowledge base information they need.
Improve agent retention: Reduce agent stress with real-time guidance and help agents improve with insight-based coaching. Empower your agents to resolve customer issues efficiently and reduce your contact center’s attrition rate.
Reduce contact center costs: Analyze your customer conversations for your biggest cost drivers, including causes of long handle times, transfers, and repeat contacts. Tackle these root causes, equip agents with the coaching and workflows they need to resolve issues on the first contact, and reduce operational costs.
Save time on manual QA while improving coaching: Reduce manual QA time by up to 80%. Automatically review consistent, objective criteria across every interaction and increase your supervisors’ bandwidth for strategic, data-driven coaching sessions.
Increase customer satisfaction: Listen to your customers to identify their needs and guide your agents to a successful outcome. After the interaction, get insights into customer satisfaction, sentiment, and effort. Pinpoint your biggest opportunities to improve the customer experience and increase your average customer lifetime value

Features

Real-Time Agent Assist

Creovai’s real-time agent assist technology is a secure and easy-to-use real-time assistant that automates repetitive tasks and improves the agent’s ability to manage complex customer interactions.

Live guidance and coaching
Customizable multi-intent analysis
Entity mapping
Live interaction interrogation (Q&A)
ChatGPT enabled
Knowledgebase lookup
Wrap-up assist (inc. summarization)

Agent Workflow

Creovai’s process-driven agent guidance technology is a low-code, cloud solution that utilizes scripting and workflows to deliver the right information at the right time to your agents so they can deliver exceptional customer interactions.

Dynamic Scripting
Multilingual Guidance
Agent Desktop Automation
ChatGPT enabled
Data writeback
Unified Desktop Interface
Advanced Dashboarding and Reporting

Conversation Intelligence

Creovai’s cloud-based conversational analytics solution uses natural-language AI technology to analyze the words and sentiment of your customer conversations so you can make lasting improvements to your business interactions and processes.