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Introducing Cytrack’s New Agent Assist: Setting Your Agents Up for Success from Day One

July 15, 2025

Building on the success of our Agent Quality Assurance solution, we’re excited to introduce Cytrack’s newest innovation: Agent Assist, now seamlessly integrated into your CyDesk panel.

From Reactive to Proactive: A New Approach to Agent Excellence

While our Agent QA has been helping you identify what agents said and how well they performed, our new Agent Assist takes a proactive approach, ensuring agents know exactly what to say and ask from the very first interaction.

What Does This Mean for Your Contact Centre?

  • For New Agents: No more learning on the job or hoping they remember their training. Agent Assist provides real-time guidance with structured questions, key talking points, and essential information capture—all built directly into their workflow.
  • For Experienced Agents: Consistency across all interactions, with prompts for critical information that feeds directly back into your CRM system, ensuring no important details are missed.
  • For Your Business: Higher first-call resolution rates, improved customer satisfaction, and complete data capture that drives better business decisions.

Key Benefits That Drive Results

  • Faster Training: Get new agents performing at optimal levels from day one
  • Consistency: Ensure every customer interaction follows best practices
  • Complete Data Capture: Structured questions ensure all relevant information flows seamlessly into your CRM
  • Improved Outcomes: Agents look professional and confident, leading to better customer experiences

How It Works

Agent Assist integrates seamlessly with your existing CyDesk setup, providing agents with:

  • Guided Scripts: Step-by-step conversation flows tailored to your business
  • Essential Questions: Prompts for critical information gathering
  • Smart Links: Direct integration with completion codes and CRM systems
  • Real-time Support: Contextual help exactly when agents need it

Making Excellence the Standard

Just as our Agent QA solution transformed how you measure performance, Agent Assist transforms how you deliver it. Instead of hoping agents will perform well, you’re actively setting them up for success.

Ready to see your agents excel from their very first call?

Contact us to learn more about how Agent Assist can help transform your agent performance.