Real-time guidance for distressed motorists

Agero, a provider of roadside assistance, connected vehicle services and claims management, has selected NICE Real-Time Service Optimization to enhance and accelerate response to motorists in distress.

The NICE solution provides their contact centre agents with real-time guidance and new levels of process automation for complex and dynamic customer interactions.

Agero’s network of six North American contact centres must quickly respond to a wide array of requests from mobile customers often in situations of distress. The solution will enable the company to analyse these multifaceted customer interactions and apply next-best-action recommendations in the form of real-time guidance for agents, based upon multiple situational factors.

Process automation, including automated procedures for data entry and recording, allows agents to focus on the customer’s needs, rather than on desktop complexities, to accelerate the dispatch of responders. When a customer calls an Agero contact centre for roadside assistance, for example, the agent’s desktop screen will immediately display the specific caller’s coverage, what services are currently available, and how to file any appropriate claims.

“We respond to over 12 million vehicle owner requests annually and virtually all of them are time sensitive, so we are always searching for new technologies that speed up and improve the provision of help to the customer,” said Robert Camacho, Agero vice president of Contact Centre Operations.

“The NICE solution gives us a tool to push our response capabilities to new levels of customer satisfaction.”