Hypernotes

Acadia delivers the actionable insights and employee behavior change you need to improve business performance. Improve each employee’s capabilities by incorporating work instructions, job aids, and execution accountability into daily tasks. When everyone follows the same playbook, the organization becomes more agile. And it’s easier to find ways to improve your critical processes. We act as an extension of your team, helping you improve KPIs with Acadia as an enabler. We’ll work shoulder-to-shoulder with you to: 1. Identify a key issue you’d like to improve 2. Define changes in your process to reach the improvement 3. Update your work instructions and job aids and deploy them to your team 4. Retrain using Acadia’s tools and confirm that changes are understood and have been adopted 5. Review progress against your goals and make additional updates You’ll see rapid results in your KPIs because we’ll help you correlate them directly with your team’s improved performance.

When agents are engaging with customers, how many different places do they need to look to find answers? With Astute, it’s only one. With a knowledge base integrated directly within the agent desktop, your team can find accurate information on products, policies, and processes without leaving their case workflow. Effective knowledge management means better customer interactions and higher resolution accuracy.

Aisera's next-generation AI Customer Service solution is a proactive, personalized, and predictive Conversational AI and RPA solution that is purpose-built to automate repetitive requests, tasks, and workflows. Customer requests range from responding to information requests to providing answers to simple tasks to autonomously resolving complex workflow tasks across multiple applications and systems. Automated responses provide customers with immediate self-service resolutions with zero lag time. With self-service, the right answers are quickly delivered to customers thereby improving CSAT and NPS.

Store information in a central, accessible repository. This information can then be accessed using Alcea’s powerful search and filtering tools — so people in your organization can get to the information they need when they need it. Build corporate memory and store important information using Alcea KnowledgeTrack. Alcea’s unique architecture allows users to search all fields in their system at once. For more advanced search queries, the filter tool can be used to refine search criteria to return even more relevant information. Your information is stored in a secure, password protected environment. Access to information can be restricted or managed based on group security settings – administrators can manage who sees what information. Information can be retrieved at anytime, from anywhere with Internet access. Alcea’s interface is easy to understand and does not require a steep learning curve. Updating an issue means that everyone who needs to see the progress of an issue gets updated.