Every interaction. Working together.
Realtime JEM brings your contact operation into one connected platform. Voice, chat and email share interaction routing, agent availability and customer context, so your team can focus on the conversation in front of them.
Omnichannel interaction distribution
Bring calls, chats and email or ticket work into managed queues. Distribute interactions using priority, agent skills, availability and capacity. Move work between queues and agents as the customer’s needs change.
AI bots, with a human handover
Use configurable voice and chat bots to guide conversations, collect information and carry out defined tasks. Connect bots to forms and workflows, and hand over to a human queue when the conversation needs your team.
Live transcription
Follow the conversation as it happens. Live transcripts give agents a written record and provide the context for AI assistance, structured information capture and post-interaction review.
Assistance in the moment
Help agents follow a branching conversation flow and capture the details that matter. AI suggests field values and checks progress against the playbook, with transcript evidence. Agents can accept, correct or lock suggestions and stay in control.
Automated wrap-up, disposal and notes
Reduce the work after the conversation with AI-generated disposal notes and configurable wrap-up. Record outcomes, update the linked case and trigger follow-up through your configured workflow. Keep the conversation, its context and the next action connected.
Live operational visibility
See queues, agent availability, interaction journeys and outcomes as the operation moves. Explore handling time, occupancy and offer responsiveness, with the detail behind the numbers available for review.
Turn conversations into progress.
Give agents useful feedback from the work they actually do. When enabled for a queue, automated post-call review assesses the transcript and conversation flow, records supporting evidence and produces a focused coaching tip.
Review can consider flow adherence, sentiment and queue-specific quality criteria, with an XP breakdown across resolution, quality, empathy and efficiency. The gamified agent scorecard brings levels, XP, daily goals, personal progress and streaks into the working day.
The aim is practical: show what went well, make the next improvement clear and help each agent build confidence through better customer conversations.
Built around your operation.
Configure queues, skills, capacity, call flows, bot behaviour and AI review for your teams. Connect interactions to JEM’s customer and case records, so contact handling works alongside the rest of your business.
Talk to us about Realtime JEM and explore how it can support your service, support or sales operation.