Unified Agent Desktop Software
Transform Agent Productivity by over 40% with Unified Agent Desktop Software
The contact centre is awash with new technology, including; CRM systems; email tools; order processing tools; diallers or trouble ticketing applications. However, the lack of integration between these systems, results in agents’ time being spent manipulating systems and data, rather than talking to the customer and resolving their issues. A unified agent desktop would resolve these issues, while boosting productivity and creating a more focused customer service.
mplsystems’ pioneering concept of the Unified Desktop, pulls together customer data from disparate sources and wide systems into a ‘simple, single’ agent view. It consolidates communication channels in the same application, allowing agents to easily navigate multiple systems without having to leave one screen.
The desktop guides agents through complex transactions; manages workflow and presents agents with contextualised data to improve performance and excel in customer experience.
Watch this short 2min video to see how a seamless multi-channel customer experience stems from an unified agent desktop