Cogito Releases New Real-Time Coaching Capabilities

Sandra Radlovački

The new batch of updates helps to enhance agent experiences

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Cogito Releases New Real-Time Coaching Capabilities

Cogito has released a host of enhanced product capabilities and added partner integrations to its Connected Contact Center Ecosystem, a network of integration partners.

The new capabilities include:

  • New Conversational Cues – They provide guidance to agents, like upsell opportunities or customer sentiment updates.
  • Configurable Real-Time Guidance – It enables supervisors to tune real-time guidance to drive specific business goals.
  • Support for the Hybrid Workplace – An agent self-service portal allows managers to adjust guidance by site, geography, and tenure, making training and agent onboarding a more personalised experience.
  • Operational Visibility from Anywhere – It allows frontline managers to assign resources from both remote and onsite location.
  • Unified Agent Desktop Experience – A unified desktop enables agents to review customer details in real-time while remaining engaged with the customer on call.

Josh Feast, CEO and Co-Founder of Cogito, said: “Contact center agents deal with complex customer challenges that are increasingly difficult to navigate.

“The latest product enhancements and partner integrations reinforce our desire to augment the workforce and foster genuine human connections by leaning into what makes our company so unique—the decades of research in understanding human behavior and voice, and applying it to an industry that can greatly benefit from it. I look forward to seeing the positive impact these enhancements will have for current and future customers.”

Cogito’s latest integrations are tailored for the cloud and large enterprise deployments, namely Salesforce Service Cloud, Genesys Cloud CX, and Five9 VoiceStream.

Other partners in the connected contact centre ecosystem include Amazon Connect, Avaya, and Cisco.

Jake Butterbaugh, Senior Vice President, Global Partner Organization at Five9, said: “As a trusted partner for several years, we’ve collaborated with Cogito on how to improve the contact center experience through their innovative Emotion AI.

“The latest product enhancements enable our customers to create a more integrated coaching workflow and provide in-the-moment guidance for real-time coaching and guidance, something the contact center workforce truly benefits from.”

This news comes hot on the heels of Cogito’s recent update of its AI solution that monitors employee and customer emotions.

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