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AgentAssist RTG

AI-native real-time guidance that helps agents perform better while the customer interaction is still happening.

AgentAssist RTG is the real-time agent guidance capability of OmVista Engage, designed to help contact center agents perform more effectively during live customer interactions.

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Using real-time audio streaming, speech-to-text, analytics, and conversation context, AgentAssist RTG identifies what is happening in the interaction and provides timely guidance and coaching to the agent. This may include next-best-action recommendations, compliance reminders, customer sentiment awareness, customer profile insights, sensitive data alerts, critical event guidance, and sales or service coaching.

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Unlike traditional coaching that happens after the interaction, AgentAssist RTG helps agents improve performance during the conversation — when there is still time to influence customer experience, compliance, sales, service quality, and business outcomes.

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AgentAssist RTG operates as an AI-native solution using the OmVista Orchestra architecture.

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OmVista Orchestra functions as an Agentic AI architecture that analyzes and understands the user’s desired outcome, then orchestrates the appropriate AI agents, data, applications, workflows, and platform capabilities needed to help deliver that outcome.

Built on the OmVista Orchestra Architecture

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For AgentAssist RTG, this means the solution can use real-time interaction data, customer context, analytics, business rules, compliance requirements, and desired outcomes to guide agents during live conversations.

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AgentAssist RTG helps move AI from insight to execution by delivering guidance at the moment of need.

AgentAssist RTG supports agents, supervisors, and contact center operations across a wide range of real-time interaction needs.
 

  • Real-time agent guidance

  • Next-best-action recommendations

  • Customer sentiment awareness

  • Compliance reminders and failure prevention

  • Sales and service coaching

  • Customer profile presentation

  • Sensitive data handling guidance

  • Critical event detection and support

  • Objection handling and sales prompts

  • Upsell and cross-sell reminders

  • Performance improvement during live interactions

  • Personalized assistance based on customer and conversation context
     

By combining real-time interaction intelligence with guidance and action, AgentAssist RTG helps create more confident, consistent, and effective agents.

Real-Time Support for the Moments That Matter Most

Outcome Assurance

Beyond QA, Ensuring Compliance, Performance, and Outcomes Using Post-Interactions Analytics and Proactive Real-Time Guidance and Actions.

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AgentAssist RTG provides agents with timely prompts, recommendations, and contextual guidance during live customer interactions.
 

This helps agents navigate complex conversations, follow required procedures, address customer needs more effectively, and respond with greater consistency.
 

Instead of waiting for post-call feedback, agents receive support while there is still time to influence the outcome.

Guide Agents During Live Interactions

CX Orchestration

End‑to‑end and intelligent automation of cancellation reversal, churn prevention, customer upgrades, and new acquisition to maximize customer lifetime value.

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SalesAssist

AI‑driven performance improvement

for both salespersons and sales outcomes

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NexMedia

Intelligent Enterprise Social Media Management.  Transform enterprise social media from manual monitoring into a real‑time, automated, AI‑driven intelligence and response system.

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Help Agents Know What to Do Next

AgentAssist RTG can recommend the next best action or response based on conversation context, customer profile, business rules, compliance requirements, and the desired outcome.

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This can help agents know when to clarify, escalate, offer a solution, make a retention offer, suggest an upsell, or follow a required process.

The result is more consistent execution across agents and interactions.

AgentAssist RTG helps reduce compliance risk by providing reminders, alerts, and guidance during sensitive or regulated interactions.
 

It can help agents follow required language, avoid missed disclosures, handle sensitive data appropriately, and respond correctly during critical events.
 

The value is not only identifying compliance issues after the fact, but helping prevent them while the interaction is still taking place.

Prevent Compliance Issues During the Interaction

Understand Customer Sentiment as the Conversation Unfolds

AgentAssist RTG can help agents understand customer sentiment, frustration, urgency, or buying intent as the conversation unfolds.
 

This enables agents to adjust tone, respond with empathy, personalize the interaction, and take the right next step based on customer context.
 

By making the interaction more informed, AgentAssist RTG supports both customer satisfaction and agent confidence.

AgentAssist RTG supports sales and service performance by helping agents handle objections, identify opportunities, follow approved messaging, and respond to customer needs more effectively.
 

It can provide sales prompts, cross-sell and upsell reminders, service guidance, and objection-handling suggestions at the right moment.
 

This helps improve consistency, reduce missed opportunities, and support revenue-related outcomes.

Support Better Sales and Service Execution

Give Agents Relevant Customer Context

AgentAssist RTG can present relevant customer profile information to help agents personalize the interaction.
 

This may include customer history, account context, prior issues, service indicators, or other information that helps the agent respond more effectively.
 

The goal is to reduce agent effort, improve personalization, and create a more informed customer experience.

AgentAssist RTG can support agents during critical events or sensitive interactions by providing immediate alerts, guidance, or recommended actions.
 

This is especially valuable when agents are handling escalations, compliance-sensitive topics, customer frustration, or information that requires secure handling.

Support Agents During High-Risk Moments

From Real-Time Interaction Intelligence to Guided Action

AgentAssist RTG supports the OmVista Engage AI-native execution model:

Data
AgentAssist RTG uses real-time audio streaming, speech-to-text, customer context, interaction data, and related business signals.

Insights

The solution analyzes the conversation to identify sentiment, intent, compliance needs, risks, opportunities, and customer context.

Reason

AgentAssist RTG interprets what is happening in the conversation and determines what guidance, prompt, or recommendation may be needed.

Decide

The solution supports the next best action by recommending whether the agent should clarify, escalate, guide, reassure, sell, retain, comply, or follow a required process.

Act

AgentAssist RTG presents timely prompts, guidance, alerts, and recommendations to the agent during the live interaction.

Outcome

The guidance helps support measurable outcomes such as improved customer experience, stronger compliance, better sales and service execution, higher agent confidence, and reduced errors.

Learn

Interaction outcomes can feed back into OmVista to improve future guidance, coaching, automation, and performance optimization.

A Core Real-Time Execution Capability Within OmVista Engage

AgentAssist RTG works with other OmVista capabilities to convert insight into real-time action.

It can be supported by:
 

  • Nexe’llecta for interaction analytics, sentiment, intent, trends, and root-cause intelligence

  • iAct for workflow automation and follow-up actions

  • ChatOrchestra for conversational orchestration and decision support

  • AgentEngage for coaching, performance visibility, and agent engagement

  • Outcome Assurance for compliance, performance, and outcome validation

  • SalesAssist and CX Orchestra for sales, retention, and customer lifetime value outcomes
     

This makes AgentAssist RTG a core execution capability inside OmVista Engage.

Higher
Agent Performance

Help agents perform with greater consistency, confidence, and effectiveness.

Reduced Compliance Risk

Help prevent missed disclosures, sensitive data handling issues, and critical event failures.

Fewer
Missed Opportunities

Present timely reminders and prompts that help agents act at the right moment.

Improve Agent Performance During the Moments That Matter Most

AgentAssist RTG helps contact centers improve performance by guiding agents during live customer interactions.

More Consistent Customer Interactions

Support more consistent responses, messaging, process adherence, and customer handling.

Faster
Agent Onboarding

Support new agents with real-time guidance that helps them learn while performing.

Stronger First-Contact Resolution

Help agents resolve issues more effectively during the first interaction.

Improved Customer Satisfaction

Help agents respond with better context, empathy, accuracy, and timeliness.

More
Effective Coaching

Connect guidance and outcomes to more targeted coaching and continuous improvement.

Greater
Agent
Confidence

Give agents the support they need to handle complex interactions more effectively.

Better Compliance Adherence

Provide reminders and guidance that help agents follow required language and processes.

Improved Sales and Service Execution

Support objection handling, cross-sell, upsell, service guidance, and next-best-action execution.

Better Alignment Between Agents and Businesses

Help connect agent actions during live interactions to customer experience, compliance, sales, service quality, and operational goals.

Agents

Receive real-time guidance, prompts, customer context, and next-best-action recommendations during live interactions.

Supervisors

Gain better insight into where agents may need coaching, support, or performance improvement.

Designed for Agents, Supervisors, and Contact Center Leaders

AgentAssist RTG supports multiple roles across the contact center.

Quality and Compliance Teams

Support stronger compliance adherence and reduce the risk of missed requirements during interactions.

Sales and Service Leaders

Improve sales execution, service consistency, objection handling, retention support, and customer experience.

Contact Center Executives

Connect real-time agent guidance to measurable outcomes such as improved CX, stronger compliance, higher performance, retention, and revenue growth.

Common Ways Contact Centers Can Use AgentAssist RTG

AgentAssist RTG can support a wide range of real-time guidance use cases, including:

  • Providing next-best-action recommendations during calls

  • Guiding agents through compliance-sensitive conversations

  • Alerting agents to missed disclosures or required language

  • Identifying customer sentiment changes during the conversation

  • Presenting customer profile information automatically

  • Supporting objection handling during sales conversations

  • Reminding agents of upsell or cross-sell opportunities

  • Providing sensitive data handling guidance

  • Supporting agents during escalations or critical events

  • Helping new agents perform with greater confidence

  • Reducing avoidable errors and rework

  • Improving first-contact resolution

  • Supporting retention, sales, and service quality outcomes

Real-Time Guidance as Part of a Complete AI-Native Platform

AgentAssist RTG is one of the core OmVista Engage Solutions.

It complements other OmVista Engage Solutions and Applications by bringing guidance directly into the live customer interaction.

OmVista Engage Solutions

  • iAct

  • Nexe’llecta

  • AgentAssist

  • AgentEngage

  • ChatOrchestra

OmVista Engage Applications

  • Outcome Assurance

  • CX Orchestra

  • SalesAssist

  • NexMedia

  • Other outcome-based applications

Together, these solutions and applications help contact centers capture and unify data, analyze interactions, identify root causes, guide agents, engage teams, automate workflows, orchestrate decisions, and improve measurable outcomes.
 

AgentAssist RTG plays a critical role by helping agents act on intelligence in real time.

Help Agents Perform Better in Real Time

AgentAssist RTG helps contact centers move beyond delayed coaching and after-the-fact reporting by guiding agents during live customer interactions.
 

With AgentAssist RTG, agents receive the right guidance at the right moment — improving confidence, consistency, compliance, customer experience, and measurable outcomes.

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Delivering Performance Improvement in Real Time, Not Afterward

Contact centers have long relied on post-interaction reviews, quality monitoring, coaching sessions, and historical reports to improve agent performance. While these methods are valuable, they often identify issues after the opportunity to improve the customer interaction has already passed.

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AgentAssist RTG changes that.

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It helps agents receive guidance at the moment of need, while the interaction is still active and the outcome can still be influenced.

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AgentAssist RTG helps detect what is happening in the conversation, determine what guidance or response may be needed, present timely prompts to the agent, and support continuous improvement by connecting interaction outcomes back into future guidance and learning.

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The objective is not simply to monitor agents or generate post-call reports.

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The objective is to help agents perform better in real time, reduce avoidable mistakes, improve customer interactions, and support measurable business outcomes.

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