When was the last time you called your financial institution to speak to a representative? How did you leave that experience? Did they ask you to repeat your account number multiple times? When you were transferred, did you have to explain why you were calling again? With the right desktop integration, frustrating repetition is avoided, important information is seamlessly recorded, and agents are allowed to focus on intently listening to customers, understanding their issues, and quickly and efficiently solving them.
Every time a customer calls your organization they have burning, often time-sensitive questions or problems they need your help with. Are your frontline agents able to field these requests and empowered to respond to customers efficiently and effectively? Let’s talk about how a unified agent desktop experience can help you achieve just that.
What Are Agent Desktops and How Can They Help My Organization?
Agent desktops provide a vital integration point between your CRM and your contact center software so your agents have all the tools they need to interact with and serve your customers in one unified view. This means your agents have all the interaction controls they need to serve your customers at every touchpoint through chat, email, SMS, and other channels while easily viewing important customer information.
Integrated and unified agent desktops allow your agents to shift their attention from navigating systems to listening closely to your customers and their needs and fostering frictionless experiences.
Agent desktops offer a multitude of important benefits including the ability to:
- Save agents time through faster application navigation and automation of routine actions.
- Optimize operational performance by improving agent efficiency, lowering costs of service, and giving agents access to more information.
- Improve agent satisfaction by enabling them with a unified view that makes actions faster and requires fewer steps to access the information they need.
- Increase interaction quality by giving your agents the power to focus more on customers through better process guidance and more efficient tools.
- Improve agent onboarding with a unified interface that reduces agent training time.
Average reduction in hold time for organizations that deploy an integrated, unified agent desktop.
Why Agent Desktops Are an Essential Element of a Unified Solution
When many organizations identify the need for new technology solutions like a customer relationship management (CRM) platform or a cloud contact center platform, they invest a lot of time and due diligence vetting their options, conducting comparative research, and even referencing analyst reports before making their decisions. They’ll take their time making their CRM or cloud contact center platform decisions, but the integration point connecting those systems can fall into a bit of an afterthought.
Your agents need the ability to effectively interact with your customers while accessing the customer record data in your CRM. If you neglect the middle piece of that equation, you create a fragmented experience. Strengthening the customer connection point is essential to creating powerful agent experiences and excellent customer experiences.
Key Features of Strong Agent Desktops
Agent experience is inextricably linked with customer experience. You can’t have one without the other. When your agents are enabled with the right tools, resources, and information, they are better equipped to deliver rich experiences to your customers. Here’s what your desktops need to include to give your agents the best possible experience:
Automation: The system needs to automate as many routine actions as possible, and automatically populate relevant information, so the burden does not fall on your agents’ shoulders.
Unification: Your agent desktop should provide a unified view of your CRM and cloud contact center platforms on a single screen, so agents don’t have to repetitively switch windows, tabs, or screens.
Reporting: The solution should provide an ability to report on how your agents interact with customers across both systems to give you a complete, 360-degree picture.
Multi-Channel Interaction Controls: Controls agents use to interact with customers across channels including chat, email, phone calls, and others should all be intuitive and easy for your agents to use and to interact with your customers.
Customer Record Data: Information about the customer should be complete and consistent.
Fuel Exceptional Experiences with Agent Desktop
TTEC Digital’s agent desktops are designed to give your agents the fastest, most reliable ways to solve your customers’ problems. The desktops display interaction controls and customer record information side-by-side to give your agents a unified, holistic view.
The team at TTEC Digital has deep experience in and knowledge of Genesys, Microsoft, Google, Cisco, Salesforce, Pega, and AWS technologies, among others. We are a premier desktop provider for AWS, Genesys, Microsoft, Pega, and Salesforce. Our experts know these platforms inside and out and have deployed solutions for hundreds of clients and thousands of seats. Our agent desktops include:
OneView: Provides contact center agents with a unified view of Genesys Cloud interactions within Salesforce, allowing them to fuel exceptional customer experiences consistently with speed and quality.
CIMplicity CTI Connector for Genesys: Simplifies the agent environment by providing a unified view of Genesys Engage Premises interactions within Salesforce and other CRM systems.
InteractionSync for Genesys Cloud: Enables your agents to deliver exceptional customer experiences quickly, efficiently, and consistently with a unified view of omnichannel customer interactions across Genesys Cloud and Microsoft Dynamics.
InteractionSync for Amazon Connect: Enables your agents to deliver exceptional customer experiences quickly, efficiently, and consistently with a unified view of omnichannel customer interactions across Amazon Connect and Microsoft Dynamics.
When your contact center agents are empowered with the best tools in the market, they transform from your contact center frontline into agents of exceptional customer experience and brand ambassadors for your organization — building the differentiated customer experiences that build customer loyalty and bottom-line growth.