Contact centres
Voice agent for contact centres
This is not about replacing anyone. The agent picks up first, settles what is in the manual and hands the call over with the reason already taken down: whoever receives it does not have to ask again.
When the morning peak fills the floor, your agent takes the calls nobody is free for. 
The team keeps the cases that need a person; your agent resolves the everyday questions. 
On the night shift, your agent follows the support steps and leaves the case written up for the technician.
- 70%Less time on hold
- +25%More cases closed on the first call
- 100%Of calls transcribed
- 40%Lower cost of service
A voice agent for a contact centre answers before the queue forms: it settles first-level questions, puts each call through to the right team and, when it hands one to a person, it arrives with the reason and the details already taken. It takes several calls at once, and outside the shift too.
What your agent does
An in-house desk is not an outsourced one
BPO and outsourcing
Handles each account with its own rules and tone, and keeps its data separate so every client can review its own.
Customer service
Resolves the everyday questions —opening hours, the status of a request, changes of details— and passes the rest to the team with the reason written down.
Technical support
Walks the customer through the steps you have written and, if that is not enough, passes the case to a technician with everything already tried.
Why it’s worth it
What changes on the floor
The queue forms because they all arrive at once
It takes every call that comes in at once during peaks, and the team only gets what is theirs.
«I have been on hold twenty minutes for a two-minute thing.»
It asks in words, not with a menu
Callers explain what is wrong in their own words, with no menus, and the call reaches the right department first time.
«I am calling about a charge on last month’s bill that does not add up.»
The agent gets the call with the homework done
When it passes a call on, the agent already knows who it is, what they want and what has been tried, so nobody has to explain twice.
«I have explained this twice already. Do not make me start again.»
Integrations
Works with the tools you already use
Which tools, and how they connect, we check with you before promising anything.
- Your agent
Questions
What people ask us most
What calls can it take in a contact centre?
The first-level ones —opening hours, the status of a ticket, questions answered in the manual— and putting a call through to the right team. When it needs someone with judgement, it hands it to a person with everything that was said, so nothing has to be repeated.
Can it connect to the software we already use?
It depends which one it is and what it allows. The team checks before promising anything: until then the connection shows as pending validation.
What do I need to get started?
A conversation. Talking to Nertus from this page, you will see what it would do at your company put together in front of you; from there, the team settles the number, the integrations and the testing.
Other industries
See it in another industry
Try it
Better if he tells you himself
Tell Nertus how you work and he’ll show you what your agent could do. If you’d rather have a person show you, request a demo.