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.

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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:

A CRM system to track customers

A Finance system for billing

An inventory system to track warehouse stock

An online ordering system

An instore ordering system

A complaints and ticketing system

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.

A Unified Agent Desktop has all the business applications on one screen

A Unified Agent Desktop will provide these essential efficiency gains:

Less time to almost zero switching between business applications

Only required datafields are shown, resulting in maximum use of screen 'estate'

Never place customer on hold for information search

Agent can answer more calls in the same amount of time