Front-office problems

Back-office problems

High call volumes

“By the time I finish one call, five more are waiting.”

Agents are overwhelmed by endless calls and customer complaints

Slow issue resolution

“If I had the full picture, I could fix this in one go.”

Lack of 360° customer view leading to unnecessary escalations

Manual service requests

“Every manual request slows me and the customer down.”

Start/stop service and other inquiries are time-consuming

Exceptions overload

“The backlog just keeps growing. We can't keep up.”

High volumes of errors that require constant manual intervention

Lack of process visibility

“We're fixing issues we could have prevented.”

No real-time identification of workflow bottlenecks and inefficiencies

Compliance risks

“One mistake and we're at risk”

No automated audit trails, increasing risk of violations and penalties

What if you could predict, prevent, and resolve these challenges before they impact customers?

AI-driven decisions, customer-focused agents

Designed through the building blocks of our MiCustomer digital experience platform (DXP), MiAgent bridges the gap between the front and back office- delivering a unified, experience where AI guides decisions, reduces manual work, and continuously optimizes processes, so agents can focus on what matters the most: customers

360° contextual workspace

AI-guided procedures & scripts

Intelligent case assignment & routing

Backoffice automation workbench

Workforce insights dashboard

Exception lifecycle manager

Personalize further to your needs

A unified approach to smarter decisions

Built for both front and back office, while giving you the flexibility to choose what you need.

MiAgent front-office

MiAgent back-office

Lower call volumes. Faster resolutions. No wasted effort.

360° customer view

Single pane of glass for billing info, usage patterns, and service history.

Automated start/stop service

AI-powered workflows to cut down manual data entry, speeding up move-in/move-out processes.

Predictive customer support

Machine learning flags potential high-usage or payment risk accounts, helping agents take proactive action.

Omni-channel engagement

Self-service chatbots and AI-powered responses handle routine inquiries 24/7, allowing agents to focus on complex cases.

Guided workflows

Automated scripting for complex inquiries, reducing training time and errors.

Resolve exceptions instantly. Eliminate bottlenecks. Cut costs.

Exception resolution automation

AI detects, categorizes, and resolves billing anomalies, meter read exceptions, and payment discrepancies without human intervention.

Automated workflows & approvals

Refunds, payment plans, and compliance checks are auto-routed or approved based on intelligent rules.

Process mining & heat maps

Visualize task flows in real time to spot inefficiencies, like approval delays and resource constraints.

Training & resource optimization

AI identifies process gaps, guiding targeted coaching for agents and back-office staff.

Smart auditing & compliance

AI-assisted logs and anomaly detection ensure regulatory compliance, reducing the risk of violations.

Modular by design

Flexible in structure. Unified in strategy. Maximum impact when front and back office move as one.

Front office: The experience engine

Back office: The operational core

Transform operations through a unified & AI powered front & back office

Front office wins

  • Increased first call resolution
  • Lower average handle time
  • High enrollment conversion rates
  • Better CSAT scores

Front-office

Back-office

Back office wins

  • Higher exception resolution rate
  • Faster average resolution time
  • Process mining insights
  • Audit compliance & SLA adherence

Shared wins

  • Reduced manual effort
  • Faster case resolution
  • Lower operational costs
  • Data-driven optimization

Big impact. Per client. Every time.

0K

man-hours saved monthly

0+

agents concurrently supported

+0M

exceptions automatically resolved yearly

0%

exception accuracy rate

Simplify life for you and those around you. Start with avertra.

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