NovelVox Unified Agent Desktops
Empower your Agents with a unfied agent desktop
Deliver Engaging, Memorable Customer Experiences
IST’s experience with creating easy to use Unified Agent Desktops allows our customers to deliver a responsive and an exceptionally high satisfactory customer experience.
It is common knowledge that customers only reach out to the contact center when they have an issue. If this issue is not resolved in a timely and professional manner, the business brand suffers.
The end customer expects a level of service which your agents must provide. IST can provide the tools to acheive this.
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What is a unified agent desktop and why is it important?
In its simplest terms, a unified agent desktop is a single agent desktop screen that incorporates all the internal business systems into one system.
For example, an organization has:
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A CRM system to track customers
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A Finance system for billing
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An inventory system to track warehouse stock
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An online ordering system
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An instore ordering system
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A complaints and ticketing system
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A contact center system
A unified agent desktop will not only access data from all these different systems, but only pull/push data that the agent will use on a daily basis.
It is important as it provides the agent with a 360 degree view of the customer to solve the issue in the quickest possible way.
What are the before and after benefits of adopting a unified agent desktop?
Before Unification
Many business applications in seperate places, agent needs to search.
Unified
All business applications on one agent screen.
