Nubitel CX - Agent Workbench

Engage customers across every touchpoint with Omnichannel Contact Center Solution

Nubitel Agent Workbench is a unified workspace for agents to manage voice, chat, email, social and video interactions, with customer context and AI assistance available when needed.

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Unify omnichannel customer engagement
in one agent workspace

Customer conversations can move across calls, chats, email, social media, and messaging platforms. Nubitel Agent Workbench brings the tools agents need into one workspace, helping them manage interaction queues, stay ready for assigned campaigns, access customer context, and get real-time AI assistance when they need it.

Start every shift with a clear view of your work

See campaign availability and interaction activity from the moment you log in. Agents can select the campaigns they are ready to handle and indicate their readiness to receive incoming interactions, giving them greater visibility and control over their workload.

Move between interactions without switching platforms

Access call, chat, email, and social DM queues directly from the top navigation bar. Agents can quickly view key interaction details, including channel, contact information, campaign and interaction duration, before opening the conversation.

Keep customer context within reach

Access interaction history, transcripts, recordings, summaries and other available conversation details from the workspace, giving agents the context they need to handle current and follow-up interactions more effectively.

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Get real-time AI assistance without leaving the conversation

Nubitel AI Agent Assist works alongside agents during live interactions, providing knowledge, recommendations, and contextual guidance without requiring them to switch screens or search for information manually. Help agents spend less time looking for answers and more time engaging customers.

nubitel-ai-agent-assist-for-real-time-agent-assistance

Support customers wherever the conversation takes place

From inbound calls and live chats to emails, social interactions, and video support, Nubitel Agent Workbench helps agents easily manage conversations, move between channels, and access the tools they need to deliver great customer experience.

Handle voice interactions with real-time support

Connect with customers directly through the browser using WebRTC and Nubitel CTI. When a call arrives, agents instantly see the caller’s number, campaign details, and a GenAI-generated summary of previous interactions. During the call, they can access live transcription, AI-powered assistance, interaction history, and real-time connectivity information - all in one place.

Call alert
WebRTC voice
Nubitel CTI
Live transcript
Connectivity status

handle-voice-interactions-in-agent-workbench

Bring digital conversations into one workspace

Manage conversations across WhatsApp, Facebook Messenger, Instagram, LINE, Zalo, Telegram, Live Chat, etc., from a unified agent environment.

Status-based conversation grouping
Campaign identification
Skill-based routing
Availability-based routing
Keyword-driven urgency handling
Assigned inbox tracking

chat-and-messaging-unified-in-agent-workbench

Prioritize, route, and resolve emails faster

Turn incoming emails into organized, actionable work by automatically capturing, categorizing and prioritizing requests, then routing them based on agent skills, language, priority and availability. With Nubidesk integration, agents can create and manage cases while viewing relevant customer and case information alongside the email.

Email categorization
Priority management
Intelligent routing
Customer & case context
Nubidesk Case Management

Turn social interactions into meaningful customer conversations

Monitor and manage customer interactions across social channels, from replying to comments and sending direct messages to scheduling posts and managing customer cases - all within the agent workflow.

Social interaction inbox
Comment replies
Direct messaging
Case management
Content planner
Post scheduling

Escalate to secure, real-time video support when needed

When a conversation requires visual assistance, agents can share a secure WebRTC video-call link through WhatsApp, chat, email, etc. Customers can join from a smart device without additional software or complicated setup.

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Reach out, follow up, and keep customers engaged

Give agents the tools to proactively contact customers, send targeted messages, manage callbacks, and revisit previous interactions – all from the unified Nubitel Agent Workbench.

Reach customers directly when follow-up matters

Initiate outbound calls and messages directly from the Agent Workbench by entering a customer number and selecting the country code, without switching tools.

Engage multiple customers with targeted WhatsApp campaigns

Send WhatsApp messages to multiple customer numbers through a campaign-based workflow. Automatically apply the appropriate message template and personalize custom fields to deliver consistent, relevant outreach at scale.

whatsapp-blast-with-nubitel-agent-workbench

Keep customer callbacks organized and on track

Manage customer callbacks from within the Agent Workbench so agents can follow up on conversations that require another contact. Keep callback tasks connected to the customer interaction rather than relying on separate follow-up processes.

Get the complete customer interaction history at a glance

View interactions across channels in one place, with access to expanded details like transcripts, voice recordings, and conversation summaries. Give agents the context they need to understand past conversations and deliver more consistent, informed support.

Get real-time AI support from the moment a conversation starts

Built directly into the Agent Workbench, Nubitel AI Agent Assist works alongside agents as soon as a customer interaction begins. The Agent Assist panel provides real-time, context-aware guidance throughout the conversation – helping agents find relevant information, understand customer needs, follow compliance requirements, and take the next best action without leaving the workspace.

Get accurate answers without putting customers on hold

Access relevant, context-aware information from your own enterprise knowledge while the conversation is happening, helping agents answer questions faster and with greater confidence.

knowledge-based-answers-via-nubitel-ai-agent-assist

Adapt to how your customers are feeling

Real-time customer sentiment insights help agents recognize how customers are responding and adjust their tone or approach when the conversation changes.

Keep conversations aligned with your organization's requirements

Stay on track with required scripts and disclosures, receive guidance on compliant responses, and identify language that may not meet your business's established requirements.

compliance-guidance-with-nubitel-ai-agent-assist

Move conversations toward resolution faster

Get relevant recommendations based on the customer’s intent, sentiment, issue, product, and urgency, helping agents determine the right next step and resolve issues more efficiently.

next-best-actions-guided-by-nubitel-ai-agent-assist

Explore more

Bring social engagement from content creation to case resolution

Manage the full social engagement journey from one workspace. Create and schedule content, monitor customer interactions, respond to comments, continue conversations through direct messages, and connect social interactions with customer cases – giving agents the tools to engage customers and manage follow-up without switching between platforms.

Keep social interactions organized in one place

Bring all interactions from Facebook, Instagram, X and other supported social channels into a centralized inbox. Agents can view incoming interactions, identify customers, and manage conversations with campaign and case context at hand.

social-interactions-organized-in-agent-workbench

Take customer conversations from response to resolution

Reply to comments, continue conversations through direct messages, and create/ manage customer cases without leaving the social engagement workflow. Agents can access customer information, interaction history, and case details to provide relevant responses and follow issues through to resolution.

reply-to-comments-and-direct-message-with-agent-workbench

Create and schedule social content with ease

Create, schedule, and manage social posts from one place, helping teams plan upcoming communications and maintain consistent engagement across supported social channels.

content-planner-in-nubitel-agent-workbench

Simplify customer engagement with an Omnichannel Contact Center Solution

Unify conversations, AI assistance, customer context, and engagement tools in one workspace - Nubitel Agent Workbench - built for your modern contact center.

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