Modernizing processes and CIS upgrades shouldn't slow you down.
But without the right support, it leads to more manual work, more exceptions, and more pressure on your teams.
MiAgent is a single, intelligent workspace that gives front and back office teams the tools, automation, and insights to work faster, smarter, and deliver seamless service.
Southwest Gas Corporation leverages MiAgent to achieves back-office excellence
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?
Designed through the building blocks of the MiCustomer digital experience platform (DXP), MiAgent bridges the gap between the front and back office, delivering an intelligent experience where every agent becomes a top performer — armed with the tools and context they need to move fast and serve customers faster and smarter.
360° contextual workspace
AI-guided procedures & scripts
Intelligent case assignment & routing
Backoffice automation workbench
Workforce insights dashboard
Exception lifecycle manager
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.
Resolve exceptions instantly. Eliminate bottlenecks. Cut costs.
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
Front office wins
Front-office
Back-office
Back office wins
Shared wins
0K
man-hours saved monthly
0+
agents concurrently supported
+0M
exceptions automatically resolved yearly
0%
exception accuracy rate
