Desktop unification drives contact center efficiency, accuracy and shorter call times by bringing disparate applications and complex processes into a single unified agent desktop. It can be achieved through a combination of unification, automation and/or guidance technologies, all deployed in concert to tame agent desktop chaos!
Desktop automation is the deployment of robotic process automation in the contact center to assist, not replace, your agents. Contrary to popular narratives, robots are not used exclusively to replace their human counterpart. In high touch contact centers, agents and robots can work side by side to deliver the best possible customer interaction in the most efficient manner possible – quite literally, automation with a human touch!
Deliver effective interactions and ensure optimal performance of all your agents. Utilizing interactive guidance and next-best-actions, your agents know exactly what to do, when to do it, and how to do it. Agent guidance can work in concert with automation technology to drive shorter calls, better customer interactions and shorter agent training times.
Customer service bots that work as personal assistants, side-by-side with your agents to provide guidance, answer questions and automate processes so your agent can focus on showing the customer compassion, empathy and understanding while finding a resolution to their inquiry. Agent Personal Assistants manage the robotic tasks to free up your agent to focus on the human interaction, instead of the system.