Agent-initiated assisted resolution that brings digital workflows into live interactions. Agents can send customers a link to the exact self-service page while on the phone, enabling faster completion of tasks and better data quality.

Capabilities

• Agent console with templates to send SMS/email links to specific workflows.
• Live chat and secure messaging between agent and caller.
• Screen share (when applicable) and guided assistance.
• Customer uploads (photos/documents) and form completion while connected to an agent.

Impact

• Lower average handle time by offloading data-entry and repetitive steps to the customer’s device.
• Improve accuracy and completeness of captured information.
• Reduce agent burnout by removing tedious tasks from the agent workflow.

Platform & Delivery Model

• Managed execution model: Zappix designs, deploys, and optimizes journeys with human-in-the-loop governance.
• Orchestration engine for workflow automation across systems and channels.
• Actionable analytics suite for continuous optimization based on user behavior and journey performance.
• Secure integrations through APIs and connectors to contact center platforms and enterprise systems.

Security, Privacy & Compliance

• Enterprise-grade security and encryption in transit and at rest; audited access to production environments.
• Compliance posture aligned to regulated industries (e.g., HIPAA, PCI, SOC 2) when applicable.
• Configurable data collection controls and governed execution.