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Introducing MVP Advantage, Our State-of-the-Art
Live Call Guidance Solution

MVP Advantage is our state-of-the-art live call guidance solution built with My Virtual Partner, an AI conversational coach that prompts agents with the best words to say.

Make every agent your most valuable player
with high performance AI technology that creates unparalleled customer service and vastly improves human to human communications.

High-Performance Call Centers WIN
with MVP Advantage

MVP Advantage leverages deep knowledge to coach your entire outsourced call center team to reach new levels of performance.

  1. Automatically detect caller-side questions and prompts agents with the correct answers in order to improve communication, shorten handle times, and reduce callbacks.

  2. Promotes soft skills, like active listening, empathy, de-escalation, and rapport building in order to create closer and more effective connections between agents and callers.

  3. Detect underlying issues behind each call and guides agents to quickly provide effective solutions.

  4. Swiftly communicate changes in scripting or strategy to front line agents by changing your playbook. It’s a form of mass messaging that ensures consistency and rapidity. 

Call Center Guidance Systems

Built for the modern outsourced call center, MVP Advantage with Live Call Guidance, uses impressive artificial intelligence (AI) technology to seamlessly reinforce effective customer service conversations across all agents working for your brand.

Make Every Agent Your MVP

Do you have key messages that you would like your customer service representatives to consistently hit on every call? Need to step up your first-call resolution? Or, do you want to implement new large-scale behaviours to improve the overall customer experience

MVP Advantage helps agents step-up to achieve peak performance and become most valuable players! By using the best in AI technology, MVP Advantage can swiftly communicate changes in scripting or strategy to front line agents in a matter of seconds. This form of mass messaging ensures the ultimate consistency in your customer service.

In fact, script changes can happen virtually immediately with this technology. That means when we find an opportunity to improve your customer experience by analyzing trends and metrics, we can push new scripts through the real-time app to alert agents - even while they are on calls.

How does leading-edge AI come into play? MVP Advantage uses AI technology to understand both sides of the conversation and prompts agents with the right things to say - in the moment, so that no interaction or opportunity is ever lost..

With Live Call Guidance and script adaptability, customer service representatives are assisted with technology that prompts them with best responses for any situation including but not limited to: product registrations, order inquiries, warranty claims, returns, replacements, issue troubleshooting, and billing inquiries.

With instantaneous feedback delivered when agents need it most, agents are able to fix mistakes before they happen and save what would have previously have been a lost call - significantly improving first call resolution (FCR).

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How MVP Advantage Works

Want to know how this works? There are two main technologies that drive our MVP Advantage:

  1. Live Call Guidance / Coaching Technology: An AI solution that analyzes the phone conversations as they’re happening and prompts reps with the best things to say based on the context of the conversation.
  2. Post-Call Analytics: A dashboard that shows us how well agents are doing at hitting each part of your company’s script and when certain red flags come up in conversation, allowing us to troubleshoot quickly.

A Tool That Will Revolutionize Your Interactions With Customers

By offering agents real-time updates that empower them to make in-the-moment changes to their approach, MVP Advantage offers your organization the unparalleled ability to standardize performance, provide real-time alerts and improve call outcomes.

Live Call Guidance for your outsourced contact center representatives has a huge range of benefits, including;

  • tracking and enforcing the actions that improve customer experience, such as empathy and active listening;
  • automatically detecting caller-side questions and prompting agents with the correct answers in order to improve communication;
  • shortening handling times;
  • reducing the number of callbacks.
  • promoting soft skills, like active listening, empathy, de-escalation, and rapport building in order to create closer and more effective connections between agents and callers;
  • detecting underlying issues behind each call and guides agents to quickly provide effective solutions;
  • and much more.

Worried about dependency? No need! Customer service representatives will only see a recommendation from MVP Advantage if the advanced AI technology that it uses is 90% sure it’s right.

This means MVP Advantage won’t catch everything - but it’s not supposed to. Your outsourced customer service representatives will learn best by having our unique Live Call Guidance kick in at select times - this not only reduces dependency on the tool but helps agents to constantly strive for improvement.

What to Expect from MVP Advantage

  • MVP Advantage respects the sensitivity of your calls - MVP Advantage knows to listen for some things, like customer interest or competitor names, and not others, like credit cards or healthcare information.
  • Your organization will be able to see what your customers are saying about your products over the phone, and which keywords or phrases come up most often.
  • Instant call guidance and script adaptability mean agents are assisted with innovative AI technology that prompts them with best responses for any situation.
  • A powerful listener - MVP Advantage believes in the power of people and only intervenes when it thinks it can help. Otherwise, it lets agents do their job and improve their skills.
  • Most other outsourced call centers only provide post-call data, meaning ACI is in a unique position to provide real-time guidance to customer service representatives - empowering every call to be a successful customer interaction.
  • You don’t need to be an AI genius. MVP Advantage is designed to be flexible, intuitive and easy to adopt. Managers can easily evaluate each rep’s performance, adjust the pace in which MVP Advantage intervenes, and regulate the criteria with which it evaluates.
  • MVP Advantage helps ACI to instantly identify trends in agent performance, top areas of coaching opportunity for each agent and calls with potential red flags that require review. This means we can score every single call based on your company’s specific criteria.

ASK US ABOUT MVP ADVANTAGE!

 

AND, AI IS HERE.

Wondering how you can improve customer experience and reduce customer effort, while at the same time cutting down on potential human error? Look no further than ACI's adoption of conversational artificial intelligence (AI).

We have partnered with the industry's best - to PowerUp our next generation Omni-channel customer support services across all the leading conversational channels.

Advantage Communication's unique conversational AI platform combines voice and digital functionality to provide intelligent automation in every channel.

Learn More..

DISCOVERY MORE ABOUT MVP ADVANTAGE

MPV Advantage is just one of the many new technologies that Advantage Communications is using to PowerUp your outsourced call center. MVP Advantage helps agents step-up to achieve peak performance and become most valuable players!

Innovate your call center. Contact the ACI team of experts today.

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