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.
IFS-mplsystems’ pioneering concept of the UnifiedDesktop, 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 90sec video to see how a seamless multi-channel customer experience stems from an unified agent desktop
THE CONCEPT: Rather than replacing all systems across an organisation with an overarching CRM system, we amalgamate customer data and present it all to the agent in a simple way. Thus, enabling them to rapidly view the information they need to, while dealing with customer requests.
The data can be mastered in the existing system, or on intelligentContact. To enable this, IFS-mplsystems have developed an ‘intelligent data aggregator module’ to provide rapid integration as part of the deployment, rather than requiring external systems’ integration expertise.
Users can also configure and evolve the desktop themselves, changing the way data is presented and adapting the application as processes and products evolve.
Benefits of a unified agent desktop:
- Rapid response to customer requests across all channels
- Creating a single view of the customer for the agent
- Improve customer satisfaction, loyalty and upsell as well as agent retention
A true unified agent desktop should provide multimedia contact handling to include calls, emails, online and social contact, alongside CRM and case management; it should guide the agent through all processes to complete a customer transaction; it should draw required data from underlying systems and action the required requests to these systems. The key element, however, is that the intelligent desktop is created specifically for the requirements of the individual organisation and so will guide the agent through the multitude of call types they will receive.
SUCCESS STORIES »
Ford Retail Online improve lead conversion rate doubled from 5 to10%
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10 Clever ways to improve call centre performance
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WHITE PAPERS »
4 Key factors that define a unified agent desktop
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What is a Unified Agent Desktop?
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