User:Novelvox/sandbox

Agent Desktop provides an advanced and next-generation solution to create exceptional agent and customer experience at the contact center. It is an intuitive tool designed to meet the supervisor, administrator, and agents' evolving needs. The modern UI and easy configuration helps business reduce average handle time and improve first call resolution. Agent desktop is a unified screen solution that offers a 360-degree view of customer information even before answering the call or starting the conversation. From calls to digital channel interactions, it enables the agent to manage everything without switching the screen. Agent Desktop can meet contact center targets and individual KPIs.

History/background/Evolution

Agent desktop is considered as the secret weapon for the contact centers. Till 70's call center's used Private Automated Business Exchanges (PABX) to handle large number of calls and the invention of Automatic Call Distribution (ACD) technology. In 80's and 90's there was a huge drift with numerous technologies coming up. It leveled-up customer experience with the introduction of Toll-free numbers, IVR, speech recognition and 24/7 support. All of this and more transformed call center into contact centers along with a cloud-based CRM system.

In the 21st century, emerged the IP telephony system that allowed to address calls over the internet. Computer Telephony Integration (CTI) system became a part of contact center world to communicate over telephone and computer. And then Agent Desktop came into existence that turned out to be a milestone in the history of call/contact centers that allowed agents to multi-task and personalize customer experience with the business.

Development/working

Agent Desktop connects agents, supervisor and the administrator to meet the goals aligned for contact center. It routs interactions to agents from channels such as voice, email, chat, WhatsApp and more. Once the interaction pops up on agent's unified workspace, customer information, interaction history, and standard responses are displayed. Agent is allowed to set interaction results/add notes. The interface includes Toolbar, business-specific fields, team contacts and team messaging pane, customer information display pane.

Features

Unified screen – Single screen view of customer information and past transactions to save agent from switching screens over a call. Once the phone rings, all details pop-up and auto-fill fields on the screen to empower agents with right information at the right time for personalized experience. The multi-channel blending allows agent to handle customer across channels and time over a unified screen.

Integration – Agent desktop comes with seamless 3rd party application integration including Salesforce, Zendesk, Microsoft Dynamics and more. This is how customer data is fetched from CRM and home-grown applications whenever a customer calls the business.

Gadgets – Agent desktop comes with built-in gadgets or external gadgets that can be installed anytime later. Some popular gadgets include Agent Performance Dashboard Gadget, Customer Management Gadget, Agent to agent/ Supervisor Chat & Broadcast Gadget, Agent Personal Phonebook Gadget, Call Disposition/Wrap-up Gadget and more. The gadgets enhance agent performance for resolution and save time significantly.

Business-specific interface – Customized interface enhances agent experience with the business. According to the business-needs, Agent Desktop comes with pre-defined interface or allows coding-free optimization to play around with existing templates.

On-call assistance – While on call, agent can connect with other teammates to instant support. An agent can even transfer the call to a more apt person or conference call with the supervisor to assist during live calls.

Switch screen by IVR inputs – Calls are saved from landing in the wrong department with IVR inputs that automatically populate data. The instant update empowers agents to enhance customer experience.

Easy interface – One of the best features of Agent Desktop is its easy-to-use interface that eliminates the need for extra training. In a few clicks, an agent can be a pro even as a fresher.

Agent Scripting tool – Agent Desktop helps the agent to handle every call/conversation with an easy agent scripting tool. The gadget within the desktop is a series of dynamic script that helps the agent (esp. freshers) understand what needs to be pitched to the caller.

Importance of Agent Desktop

For agents

Enhanced performance
Download and view error/daily report
Instant access to customer information
Sound more confident and updated
Up-sell and cross sell services/products

For supervisors & Administrator

Supervise agents
Monitor and barge-in on voice calls and chat interactions.
Review outgoing emails before they are sent.
Manage agents' status change status as and when required.
Assign calls/conversations to specific agents or groups.

Application – Agent Desktop finds application across industries catering to different needs

Agent Desktop for Banking and Finance - Intents to create an exceptional customer experience for banks and financial institutes. It integrates core banking applications such as Jack Henry & Associates, FIS, Symitar, Fiserv, Finacle, etc. with the agent desktop. For role-specific departments, the business can have individual desktops to handle specific queries and quicker resolution, for instance, cards, loan or phone banking departments. An agent can make fund transfers, bill payments, manage tickets, place cheque book request, block cards, and do much more from a single screen only.

Agent Desktop for Healthcare – It is designed specifically for healthcare centers to keep patients first. It offers integration with EMR/EHR applications like EPIC, Cerner, Aetna and more. As the phone rings, agents can access caller information, past appointment details, concerned doctors' availability, and moreover, a single screen. Further, the agent can transfer call to other departments along with complete call information. The multiple data empower agents to take multiple actions too from a single desktop.

Agent Desktop for Insurance – The desktop allows the agent to support customers with all kinds of insurance, information updates, claim management and settlement, assistance with hospital details, policy notes and more. The seamless integration with email and SMS gateway keeps agents and customers updated on every activity.

Agent Desktop for Telecom – The unified system offers seamless integration with Oracle Siebel, SAP and other 3rd party applications to cut down average handle time by auto-populating fields when a customer calls the business. It empowers the agent to handle more calls, resolve more queries and provide more information in less time from a single desktop. While on the call, the agent can detail customer about plans, update customer information and more without losing context.

Agent Desktop for Retail – It is a unified solution for exceptional customer experience. The single-screen view displays customer details, purchases, ticket status, stock updates and more. Agent desktop allows businesses to offer prompt online support like in-store facilities. Agents are capable of resolving issues at the earliest to improve FCR. In addition to CRM and 3rd party application integration, the screen switch based on IVR inputs allows pro-acting engagement and personalization. An agent can handle huge call volume without compromising on the quality.

Agent Desktop for Credit Unions – It is specifically designed to cater to the credit union industry. The unified desktop offers screen pop on Fiserv DNA Core or Symitar Episys Quest, Jack Henry and more. It empowers the agent to on-board customers, offers best-in-class resolution, and saves average handle time and improves call resolution.

Agent Desktop for Government – The Agent Desktop caters to the needs of government departments, federal government, municipalities, counties and more. The powerful system with home-grown application integration assures high-quality engagement with citizens. Agent does not need to switch screens for customer details. Instead, everything is provided on a single screen for swift assistance.