Agents communicate with emotions! They are the brand representatives for a company. Simplifying agent work and eliminating unnecessary frictions between systems will keep a contact center team engaged while helping them achieve their goals.
Go beyond the average CRM plugin!
A Unified Desktop
Until now, an effective and seamless CRM integration with call center technology was thought simply as a one-stop location, that gives agents the opportunity to access customer information and handle any type of interaction on the same screen. However, today’s technology advances take a unified desktop one step further, transforming a CRM into an Intelligent Desktop.
Intelligent Desktop
With an Intelligent Desktop, Big Data and AI engines analyze interactions based on local and external data sources or systems before they get assigned to an agent. It is capable of complying and presenting scripts and workflows, including the data and intelligence gathered to drive the conversation to the desired outcome.
Why it’s important?
Provides consistent responses & follow-up to clients, regardless of how they connect.
In a call center, agents are often responsible for managing a wide range of inbound interactions and outbound dialing campaigns. A great way to streamline this process is to provide agents with a unified solution that truly supports every way clients want to interact; whether it is via voice, chat, email, SMS, Facebook messenger, WhatsApp or other means.
Understand clients’ journeys and provide the necessary tools, data and scripts to achieve the desired outcome for clients.
Avoid asking clients for their account number regardless of the ways they connected. They already gave it and agents shouldn’t have to desperately search for a client’s information when handling an interaction. With simple cookies, sign-in or ANI-based data lookup, agents are able to view contextual data before an interaction begins. Agents can also see important information from previous interactions handled by other agents.
Facilitate collaboration and teamwork
Agents and team members need to be able to efficiently and effectively communicate with each other in order to get their job done to the best of their ability. With an effective Intelligent Desktop, multiple agents are able to collaborate with ease. An effective Intelligent Desktop can transfer a call, facilitate emails, manage chats and display real-time presence, status and activity indicators.
Empower employees wherever they are located
With Web Real-Time Communication (WebRTC) technology, agents are able to convert their web browser into a softphone. This eliminates set-up time and reduces overall expenses as well as enables employees to connect wherever they are and have access to needed data and communications tools.
Historical and real-time data
When running a call center, we know that every interaction matters. A strong call center application helps track interactions and puts them in a context that is easily understood. An effective call center application also gathers important metrics such as activity for any handled interaction, connection time, duration, agent name and comments. The Intelligent Desktop takes this a step further by combining them with the rest of the information a business has about clients, building better contextual metrics and rapport.
Quality assurance data
The same is true for interaction logs, call recordings, transcripts and full graphical timelines. Survey data and supervisor scorecards also help an individual better understand their business within the context of intelligence gathered about clients.
These extra data points are now available for the next interaction as part of the overall data set available to the Intelligent Desktop. For example, the question “How was the previous interaction with a caller ranked?” could be used by agents to better contextualize current interactions.
This gives meaningful results. Now a contact center is able to truly measure clients’ satisfaction beyond just the plain productivity data of average wait times and abandoned interactions.