Increasing demands are placed on agent’s productivity while the need to ensure customers are being responded to as individuals rather than a blur of mass conversations are critical.

In order to meet growing customer expectations, agents require access to multiple lines of back office systems, resulting in more and more software applications contest for limited space on the agents screen, causing cluttering and additional time to move from one to the other while the customer waits.

Seamless CTI Integration

iAgent provides seamless computer telephony integration with your contact center infrastructure improving call handling, response times, and agent performance. iAgent offers a full set of call and agent state control functions for all inbound and outbound call activities. Advance features such as auto answers, wrap up and not ready time outs are supported enabling contact centers to operate aggressively during busy periods.

Customer Interaction History

iAgent offers a customizable database retaining the customer interaction histroy for pre configured periods. This information provides a context from which agents can understand the customer’s recent activity and be proactive in their interactions providing additional support if required.

Performance Bar

Usually agents operate with very little information about how their work impacts the overall operations of the center. Through the Performance Bar, iAgent delivers individual and group metrics and messages that help drive efficient operations.

Application Nesting

Agents are on the front lines in the battle for your customers, faced with a chaotic clutter of silo applications in their efforts to serve the customer leading to inefficiency, counter-productivity, while the customer waits. With more and more application, more time is required in logging into application, and traversing complex screens looking for the correct answers. The iAgent offers a framework that directly addresses these issue through offering a cohesive interface integrated with all of the underlying back office systems and tools required by the agent for effective customer interactions.

Call Notes and Followups

Agents are no longer required to waste valuable time manually recording notes for customer calls. iAgent helps this by automatically saving all call notes in the customer interaction history database. When the customer calls the next time, any agent in the call center will have visibility on the call notes, ensuring a better customer experience. Within a constant demanding environment, more and more stress are put on agents not to miss a transaction. iAgent offers a quick and simple follow up feature allowing agents to organize any mark unfinished work for future follow up.

Messaging & Alerts

iAgent messaging enables agents to be better informed. It promotes efficient communication across your contact center by allowing you to easily create and publish messages to individuals or team. Customized and scheduled messages are delivered directly to agent desktop resulting in immediate and improved communication, eliminating confusion, and creating informed agents who are better equipped to succeed.

Unified iAgent Benefits

• Clutter Free Desktop Environment leading to less handling errors, and short customer hold times.
• Personalized Customer Experience comes from the interaction database used by agents to understand background information without the customer having to repeat himself.
• Engaged Agents have an increased awareness of metrics and the impact of these measurement on the contact center operations and their personal rewards or acknowledgement.
• Reduced Training Time with single software interface, agents come up to speed quicker with intuitive all-in-one screen.
• Reduced IT Administration time supporting single application interface, eliminating management of passwords and password resets for multiple applications.