e-Glue – Real-time adaptive solutions for customers interaction
It’s essential for every business to understand customer needs, respond to them, and adapt as those needs change. The e-Glue product suite for contact centers helps this happen by bringing people, processes and technology together to improve each customer interaction, in real time.

e-Glue products can be customized to respond to each client’s needs and adapt quickly to market, technology, and business changes. E-Glue yields an increase in sales, retention, and operational efficiency, along with an improved customer experience. With e-Glue, companies can adapt their contact centers continuously, while delivering those improvements to agents and customers immediately.

e-Glue for Revenue
Sales success is determined by the outcome of thousands of individual customer interactions. To maximize sales at the contact center, companies need to bring the best insights to each interaction. And yet, there exists a large gap between enterprise intelligence and an agent's ability to determine the best offer for the customer at the Moment of Truth, when it matters most. e-Glue is the only system to leverage insights from analytical and customer systems as well as real-time information from the current call to deliver the next best action for each interaction. The results are clear. By implementing Direct for Revenue, companies drive sales, retain customers, and improve the effectiveness of marketing campaigns.

e-Glue for Efficiency
e-Glue’s solution for Efficiency improves the interaction efficiency by optimizing the time spent on each call. By reducing time spent on searching for information and routine administrative tasks, the solution enables agents to provide more efficient, knowledgeable service and increase customer loyalty and satisfaction.
e-Glue’s solution for Efficiency connects disparate knowledge bases, CRMs, billing systems and other contact center applications. It provides a powerful knowledge delivery tool that brings key data and your company's best practices to agents based on the real time situation in the call. It also automates information transfer between call center applications. The result is significant reduction in manual searching and retyping of information, which can save seconds on every call and maximize overall efficiency.

e-Glue for Service Quality
e-Glue quality of service rapidly improves the quality of your customer service by providing agents with active, relevant support during live interactions with customers. e-Glue’s breakthrough approach leverages agent quality scores from quality monitoring (QM) systems to deliver personalized real-time support to agents targeting the precise areas they need to improve. With Direct for Quality, agents improve with every call, customers experience consistent, high quality service, and companies enjoy greater customer loyalty and increased sales.