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4 Key Factors that Define a Unified Agent Desktop

4 Key factors that define a true Unified Agent Desktop

The agent desktop plays a crucial part in the delivery of customer service. However with the continuous innovation in technology as well as the complexity of customer service, the required functionality for an agent desktop has dramatically changed over the past decade.

Call centre agents now need to make use of multiple software applications, systems and databases to take care of customer enquiries. However, each app has its own user interface meaning agents have to spend high volumes of time navigating and copying/pasting between them and logging in and out of different systems. Recent research shows that over 50% of agents have to access in excess of 10 systems to do their job, dramatically effecting call times and customer satisfaction.

In order to provide the level of customer service customers are now demanding, agents need to have instant access and full visibility of customer data from across the business. This should be from a single, easy to access place. Many solution providers have started addressing this challenge and as such the industry term “Unified Agent Desktop” was introduced. However, whilst the term unified desktop is used quite widely in the industry, the meaning differs from different providers offering different levels and functionality of desktop technology.

To help businesses understand the different definitions and levels of functionality of a Unified Agent Desktop, mplsystems has summarised 4 key factors that they believe define a true unified desktop that can help a business achieve the following outcomes:

  • 88% reduction in IT costs due to integration of functions
  • 38% reduction in head count requirements
  • Lead Closure success rate up 40%
  • Response performance improved by 20%
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