Backstage digital-assisted transactions describe customer interactions or transactions supported by agent systems behind the scenes or in a non-voice channel customer-facing capacity.
Backstage digital-assisted transactions enable contact centers to leverage digital systems to assist with customer support. Examples may include scheduling an appointment with another group, activating a card or account, authenticating a customer, etc.
It is worth noting that the term “backstage digital-assisted transactions ” may not be widely used or standardized across all contact centers. Different contact centers may use alternative terms or variations to describe similar digital interaction handling processes.
How Backstage Digital-Assisted Transactions Work
- Agent Support: Agents handle customer inquiries, requests, or issues. They use specialized software or platforms to manage and respond to customer needs efficiently.
- Backstage Handling: These digital interactions are considered “backstage” because they occur behind the scenes, away from the direct customer view. Customers do not witness the internal communication or coordination between agents to resolve their issues.
- Digital Tools and Automation: Various digital tools and automation technologies facilitate the handling of backstage digital-assisted transactions. These tools help streamline workflows, automate responses, route inquiries, or provide agents with relevant customer information.
Ready to work together?
Whether you want to learn more about our offerings or have specific questions about our capabilities, we want to hear from you!