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Smart Agent Desktop to Enhance Call Centers|
- By CXOtoday Staff, Nov 30, 2007 1548 hrs IST
- Tags : Smart Agent Desktop to Enhance Call Centers
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Amdocs' Smart Agent Desktop offers broad and agent-guiding solution for companies with voluminous attrition call centers that use multiple, disparate customer management applications.
Smart Agent Desktop unifies agent desktop applications and provides real-time agent guidance specifically addressing the vital needs of call centers, such as agent efficiency, cost reduction, revenue generation, and customer satisfaction.
In addition this desktop runs on Amdocs Smart Client Framework, a new technology framework that provides a single, enhanced user interface for all front and back office employee desktop applications. It delivers a number of new capabilities to enhance a call center's systems, agent skills, and processes.
New functionality includes:
Unified desktop that combines isolated application screens into one synchronized and collaborative desktop, designed to support the rapid flow of call center interactions and reduce caller wait times.
Agent guidance improves the quality of interactions by delivering intelligent guidance and timely and context-appropriate advice to the agent during interactions with the customer. This helps to reduce training time and cost by enabling on the job training, which speeds the roll out of products and services.
Interaction process monitoring and analysis delivers call center operation intelligence, which helps the organization to identify and eliminate problem areas and bottlenecks to improve customer interaction processes and reduce error rates. Through the use of customer intelligence, this capability personalizes each interaction, increasing interaction relevance and improving customer retention and loyalty.
The Smart Agent Desktop follows the Amdocs' blue print for the industry.
Related Links:
Blueprint to Guide Service Providers
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