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Perhaps they're getting in touch with your agents to ask about a product, respond to a promotion, place an order, dispute a bill, or to report a service issue. But whatever the reason, every time that a customer is in contact, it's an opportunity to improve your relationship that shouldn't be wasted -- in theory…
But in reality, most agents don't have an integrated customer view across multiple desktop applications. This means they don't have the right information and tools to provide the positive and professional customer experience that customers expect, let alone to use the opportunity to increase revenues. And with more and more new bundled packages on offer with complicated problem resolution processes, can your agents provide the right levels of service -- for your business, and for your customers?
That's where the
unified agent desktop capabilities come in -- a smart client, unified agent desktop, it helps your agents to increase their first-call problem resolution rate, as well as their up-sell and cross-sell rate:
- Provides a single point of customer interaction and an integrated, 360-degree view of your customers
- Offers an intuitive user interface specifically designed to minimize agents' keystrokes, eye-and-cursor movements, and screen refreshes
- Delivers customer information that they can act upon to your agents, collected from across both front and back-office systems
- Helps your agents to make the right decisions at the right time with context-driven navigation and pre-built interaction topics
- Supports multi-topic interactions, as well as multi-interaction media sessions
- Offers proven usability and performance for high-volume, multi-media and multi-functional contact centers for leading service providers worldwide
Contact Amdocs today to learn more.
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