Best contact center vendors for agent assist new hire monitoring in 2025
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Bella Williams - 10 min read
In 2025, the landscape of contact center operations is evolving rapidly, driven by the need for enhanced agent performance and customer satisfaction. One of the most significant challenges in this space is effectively onboarding new hires while ensuring they are well-equipped to handle live customer interactions. The stakes are high: companies must achieve speed to proficiency, maintain quality consistency, and prevent early attrition among new agents. This is where real-time agent assist technology comes into play, bridging the gap between classroom training and actual customer interactions.
Real-time agent assist solutions provide new hires with the support they need during their critical first weeks, which are essential for long-term success. These tools help agents transition from theory to practice by offering real-time guidance, reducing performance anxiety, and ensuring compliance with company policies. As a result, agents gain confidence and competence, leading to improved customer experiences and higher retention rates.
The New Hire Challenge & Real-Time Agent Assist Solution
The Training-to-Floor Gap:
New agents often understand concepts during training but struggle to apply them in real-time situations. The pressure of live calls can lead to costly mistakes, escalations, and even higher attrition rates. This gap between training and actual performance creates significant operational challenges, including supervisor burnout and inconsistent service quality.
Why Traditional Nesting Falls Short:
Traditional nesting programs, where supervisors monitor a small number of new agents, often fall short due to capacity limitations. A single supervisor can typically oversee only 3-5 agents at a time, leading to bottlenecks and inconsistent support. Furthermore, post-call coaching misses the critical moments when agents need immediate assistance during customer interactions.
How Real-Time Agent Assist Works:
Real-time agent assist technology addresses these challenges through several core components:
- Live Call Intelligence: This includes real-time speech-to-text transcription, AI-powered context analysis, and dynamic guidance that surfaces relevant information during calls.
- In-Call Support for New Agents: Agents receive next-best-action recommendations, scripts for common scenarios, and compliance reminders, all tailored to the conversation's context.
- Supervisor Amplification: Supervisors can monitor 10-15 agents simultaneously through a real-time dashboard, receiving alerts when agents struggle, allowing for timely interventions without disrupting customer calls.
Best Contact Center Vendors for Agent Assist in 2025
When evaluating agent assist vendors, it's essential to consider their capabilities in supporting new hire monitoring and enhancing the onboarding process. Below is a comparison of some of the leading platforms in 2025.
| Vendor | Real-Time Guidance | Supervisor Monitoring | Compliance Tools | Integration Options | Pricing Models |
|---|---|---|---|---|---|
| Insight7 | Yes | 10-15 agents | Yes | CRM, LMS | Subscription |
| NICE CXone | Yes | 3-5 agents | Yes | CRM, Helpdesk | Tiered |
| Five9 | Yes | 3-5 agents | Yes | CRM, Knowledge Base | Pay-as-you-go |
| Talkdesk | Yes | 5-10 agents | Yes | CRM, API | Subscription |
| Zendesk | Limited | 3-5 agents | Limited | CRM, Helpdesk | Tiered |
Overview of Leading Vendors:
Insight7: Offers comprehensive real-time guidance and performance analytics, allowing supervisors to monitor multiple agents efficiently. It integrates seamlessly with existing CRM and LMS systems, making it a top choice for organizations looking to enhance their onboarding processes.
NICE CXone: Provides robust real-time support but is limited in supervisor capacity compared to Insight7. It is well-integrated with popular CRM systems.
Five9: Known for its user-friendly interface, Five9 also offers real-time guidance but has a lower supervisor capacity, which may not suit larger teams.
Talkdesk: Provides a solid agent assist platform with good monitoring capabilities, though it may not be as comprehensive as Insight7 in terms of analytics.
Zendesk: While it offers some agent assist features, its capabilities are more limited compared to the other vendors listed, particularly in real-time guidance and compliance tools.
Implementation of Agent Assist Technology
Implementing agent assist technology requires careful planning and execution to ensure new hires receive the support they need. Here’s a structured approach to implementation:
Preparation:
- Assess current training processes and identify gaps that agent assist technology can fill.
- Define clear goals for the implementation, such as reducing onboarding time or improving first-call resolution rates.
Execution:
- Select a vendor that aligns with your needs, focusing on integration capabilities and support for new hire monitoring.
- Train supervisors on how to use the agent assist tools effectively, ensuring they can provide real-time coaching to new hires.
Evaluation:
- Monitor key performance indicators (KPIs) such as agent retention rates, customer satisfaction scores, and average handling times to assess the impact of the technology.
- Gather feedback from new hires and supervisors to identify areas for improvement in the onboarding process.
Iteration & Improvement:
- Regularly review performance data and adjust training programs and agent assist configurations to enhance effectiveness.
- Stay updated on vendor enhancements and industry best practices to continuously improve your onboarding strategy.
Frequently Asked Questions
Q: Will agents become dependent on agent assist and never develop true skills?
A: No, the graduated assistance approach ensures that support diminishes over time, allowing agents to build confidence and competence.
Q: How does agent assist work for remote/virtual nesting programs?
A: Agent assist provides real-time monitoring and support, enabling supervisors to assist remote agents effectively without physical presence.
Q: Can agent assist replace supervisors during nesting?
A: No, agent assist amplifies supervisor capabilities, allowing them to focus on complex coaching and emotional support rather than routine tasks.
Q: How quickly can we implement agent assist for an upcoming training class?
A: Implementation typically takes 4-6 weeks, including configuration and training. A pilot program can help optimize before full rollout.
Q: What happens to agent assist after nesting ends?
A: Agent assist continues to serve as a valuable resource for ongoing skill development and support throughout an agent’s tenure.
