iAgent being an integeral part of the iSuite, has under it different modules, namely :

• Ticketing Module
• Knowledge Base Module
• Banking Module
• Workflow Module
• Outbound Module
• Verification Module

What is iAgent Workflow Module ?

The iAgent Workflow module eliminates the learning curve for agents and supervisors that follow any workflow process, including cross selling. With the Workflow module agents no longer have to learn scripts, they simply select choices based on customer feedback and follow the prompts through the process. Along the way agents can also capture answers to various questions that are not listed as pre-defined choices.

Experience the Difference

The workflows methodology can be adjusted to accommodate inbound or outbound calls. Supervisors define the “prompts” and “choices” that agents see. The agents then follow the workflow during their interactions with customers.

This tool has countless applications. Consider the scenario where a organization initiates an outbound campaign to sell credit cards. Using the iAgent Workflow module the supervisor inputs a predefined set of questions with their corresponding choices as well as scripting questions for the agents to ask of customers. Agents fielding calls follow the prompts and select from the pre-defined choices to guide the customer through the process.

When a customer contacts the call center they want their questions answered quickly and correctly. Regardless of whether their query is simple or complex, it is essential that agents have ready access to Knowledgebase information. If information is not readily available, the Average Call Handled Time increases, which increase costs associated with the contact center and contributes to customer frustration.

Under the Hood

Some of the advantages of the iAgent Workflow module include::

• Consistency and Efficiency - New and experienced agents can succeed by simply following the prompts presented on-screen. The result is less time and money spent on training, consistency in message delivery, and higher closing ratios
• Better Conversion Management – Supervisors can see where customers lose interest in the process and adjust the workflow and scripting on the fly.
• Greater Accuracy – Because the script is presented at each step, agents need not rely on memory or notice boards to capture and relay information.
• Reduced Call Times – Time wasters, such as flipping between screens and searching for forms, are eliminated, which means a significant reduction in call times. Agents can field more calls and serve more customers with the time saved.
• Automated Logic Management – With the iAgent Workflow module logic is handled automatically. Agents can respond quicker in cross-selling scenarios. This module’s integration with iAgent and other backend systems means that the system performs the calculations to determine which products a customer may be qualified to receive.