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What is Zoom Workforce Engagement Management?
What is Assembled?
Integrations Supported
API Availability
API Availability
Pricing Information
Pricing Information
Supported Platforms
Supported Platforms
Customer Service / Support
Customer Service / Support
Training Options
Training Options
Company Facts
Organization Name
Zoom Communications
Date Founded
2011
Company Location
United States
Company Website
www.zoom.com/en/products/workforce-engagement-management/
Company Facts
Organization Name
Assembled
Date Founded
2018
Company Location
United States
Company Website
www.assembled.com
Categories and Features
Workforce Optimization (WFO)
Not specified
Categories and Features
Agentic AI
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AI Agents
Assembled's AI-driven agents offer smart automation across various platforms, including chat, email, and voice, enabling them to listen, respond, and take decisive actions to tackle intricate problems. The AI Chat Agents can automate as much as 70% of inquiries through natural dialogue, linking with platforms like Shopify to perform tasks beyond just providing information. The AI Voice Agents can manage countless simultaneous conversations with realistic interactions, effectively removing phone trees and wait times while ensuring round-the-clock support. Meanwhile, AI Email Agents can quickly address cases, alleviating backlogs and ensuring prompt responses even during peak periods. All agents work harmoniously with your knowledge base, CRM, and other internal systems, uphold brand integrity with tailored style guides, facilitate intelligent transitions with complete context, and are capable of scaling endlessly without the need for additional staffing.
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AI Agents for HR
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AI Assistants
Assembled's AI solutions revolutionize customer service with their innovative AI Copilot, AI Voice Agent, and AI Chat Agent, all of which operate harmoniously across various communication channels. The AI Copilot empowers each support agent with an AI-powered assistant that provides access to information, crafts compassionate responses, reduces mundane tasks, and offers real-time translation assistance. Meanwhile, AI Voice Agents can manage countless simultaneous interactions with human-like engagement, intelligent transitions, and robust reliability suited for enterprise environments. The AI Chat Agents offer round-the-clock automated support, capable of scaling endlessly without the need for additional personnel. Each AI assistant is seamlessly integrated into your existing contact platform, ensuring brand consistency and connectivity with knowledge repositories and applications like Shopify for intricate tasks, while also delivering consolidated reporting. The outcomes are significant, showcasing a 54% boost in productivity, a 50% reduction in agent training time, a 30% improvement in resolution rates, and the ability to provide global support effortlessly, overcoming language differences and the necessity for new hires.
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AI Copilots
Assembled's AI Copilot equips each support agent with a virtual assistant that integrates seamlessly into your help desk environment. This tool enhances efficiency by retrieving information, crafting compassionate responses, and assisting agents with intricate cases that may not be suitable for full automation. It streamlines access to essential company resources, previous case details, templates, and necessary tools, thereby removing the need for time-consuming manual searches. The Copilot takes care of mundane tasks such as correcting errors, organizing information, and summarizing interactions, all while delivering precise and conversational replies that reflect the customer's tone, sentiment, and account details in your brand's voice. Additional features include immediate translation capabilities, contextual awareness that adapts as customers engage with various teams and channels, live support for quicker agent training, and ongoing improvement driven by agent input.
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AI Customer Service
Assembled's AI-driven customer support solutions revolutionize assistance by utilizing AI Agents and a Copilot that work in harmony across various channels such as chat, email, voice, SMS, Slack, and help centers, all from a single cohesive platform. The AI Agents offer round-the-clock automated resolutions, providing continuous support that can grow indefinitely without the need for additional staff. They are capable of managing intricate workflows and integrating with tools like Shopify to perform actions beyond just providing answers. Meanwhile, the AI Copilot acts as a virtual assistant for every agent, helping to surface relevant information, craft thoughtful responses, reduce repetitive tasks, and offer instant translation services. Each solution ensures brand consistency, integrates smoothly with contact platforms, and provides comprehensive reporting.
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AI Customer Support Agents
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AI Phone Answering Agents
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AI Voice Agents
Assembled's AI Voice Agent offers cutting-edge telephone assistance that delights customers by removing complicated phone menus and turning intricate decision-making processes into fluid, engaging dialogues. It boasts realistic interactions with minimal delay, sophisticated noise cancellation, and the ability to speak multiple languages with instant translation. This service provides round-the-clock voice support that can scale infinitely, managing countless concurrent conversations without the need for additional personnel. It interfaces directly with your knowledge base, CRM, and platforms like Shopify to address complex issues such as refunds and record modifications—delivering solutions rather than mere information. The system integrates effortlessly into your contact platform, employing intelligent transfers based on customer feedback and team availability, ensuring complete context continuity. With enterprise-level dependability and built-in failover mechanisms, it guarantees uninterrupted service 24/7.
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Employee Scheduling
Assembled's employee scheduling solution offers intelligent, automated scheduling designed to scale effortlessly. Create SLA-compliant schedules in just minutes using adaptable templates, business rules, and automated optimizations that manage breaks, lunches, and compliance needs. Key features include agent-driven scheduling, which allows for shift swaps, time-off requests, and voluntary overtime submissions, all supported by built-in safeguards to ensure coverage. Users can make quick adjustments during the day with multi-select shortcuts, and scenario testing enables pre-implementation evaluations of staffing modifications. The platform supports global time zones and integrates smoothly with Google Calendar and Slack, while also offering keyboard shortcuts and version tracking for streamlined workflow management. The schedule generation process transforms what used to take over an hour into a quick five-minute task, achieving a 90% reduction in scheduling time while ensuring agent flexibility and enhancing team productivity.
Vendor Management
Assembled Vendor Management enhances the efficiency and effectiveness of BPO operations by automating manual tasks and offering comprehensive insights into vendor activities. This solution facilitates collaborative workforce planning via a unified platform, doing away with the need for tedious spreadsheet exchanges and allowing for efficient negotiations and resource distribution among various vendors. Users benefit from immediate access to BPO schedules, compliance tracking, and uniform activity mapping across all vendor locations. Notable functionalities include invoice verification with tracking of productive hours, performance benchmarking among BPOs, hourly reconciliation heat maps, and robust access control management. The system seamlessly integrates with leading workforce management tools such as Genesys, Verint, and NICE, creating a consolidated reference for scheduling, invoicing, and performance metrics throughout your entire BPO ecosystem. The solution guarantees that you only incur costs for productive hours, empowering you to make informed decisions regarding vendor performance and resource allocation.
Workforce Management
Assembled's Workforce Management equips you to handle any situation with accurate forecasting, automated scheduling, and comprehensive real-time analytics. Regardless of whether you're overseeing in-house personnel, AI systems, or BPO agents, the coverage can be tailored to fit your specific requirements. Our sophisticated models recognize your distinct operational trends and incorporate both human and AI capabilities. Staff are managed across live and asynchronous communication channels with detailed forecasting for various task types. The automated scheduling feature harmonizes human and AI resources effortlessly, utilizing adaptable templates, built-in compliance measures, and agent autonomy within established guidelines. Actionable insights in real-time enable you to track performance, set up customizable alerts, create interactive dashboards for data analysis, and implement quick staffing changes with a simple drag-and-drop interface. Enhance BPO performance with collaborative headcount management, real-time synchronization, and automated invoice checks. Experience a 90% reduction in scheduling time, a 50% decrease in forecasting time, and seamless integration with your entire technology ecosystem.
Workforce Optimization (WFO)
Assembled's workforce optimization solution enhances performance comprehensively by utilizing accurate forecasting, automated scheduling, and insights in real-time. Its sophisticated models identify distinct patterns while accommodating both human and AI resources across various channels. Detailed forecasting ensures the right staffing for transfers, escalations, specialized queues, and omnichannel situations, utilizing either pre-designed models or tailored imports. The automated scheduling feature seamlessly integrates human agents and AI, offering adaptable templates, built-in compliance, and flexibility for agents through pre-approved guidelines. Real-time optimization capabilities encompass SLA monitoring, demand surge tracking, intuitive fixes, and proactive adjustments to schedules. Additionally, smart adherence notifications, occupancy monitoring, and productivity analytics provide confidence without the need for close supervision.