Agent Interaction Desktop

Improve customer experience with unified Agent Interaction Desktop

Agent Interaction Desktop

Outstrip your customer expectations through our unified enterprise customer interaction management application “Agent Interaction Desktop (AID)” that provides seamless interactions with the customer through various media channels like voice, chat, email and social media. You can easily configure and manage the CRM that enhances your agent productivity, customer satisfactions.  Our highly visual graphical user interface design simplifies customization and maintains your customer interactions.

Benefits of AID

Some of the main benefits of Agent Interaction Desktop is listed below.

  • Enhance agent productivity with greater customer experience.
  • Easy Accessibility hence requires less training to agent that saves time and money.
  • Saving time and money helps to generate a larger ROI.
  • Customer information pop up notifications on agent desktop screen while interactions save agent from spending time on solving issues.
  • Leverage customer experience by providing consistent customer service through all channels.
  • Supports traditional as well as new channels (e.g. social media) with add-on plug-in.

Enhance your Workforce with our Solutions​

What influence AID as a smart application?

Multiple Channels support

The AID supports voice, Email, chat and social media channels. By default voice channel is configured, other Medias are added as an Add-on and can be configured.

Accessibility

Easy Accessibility and requires less training to agent. Various access level configuration hierarchies to users based on application, agent group and agent role.

Status Update

Agents are updated on the screen during interactions.

Third party integration

CRM integration is supported through various platforms such as URL, File, Pipe, Port and Web service.

Team Communicator

AID in tandem with Team Communicator tool enables you to find an internal target, such as the team members, routing point, agent group, skill, or interaction queue. Search filters options are available to quickly find the internal targets or a contact to perform actions like calling, transferring the call, conference call making and messaging.

Active Directory

The Active directory provides contact information and scheduling integration. Improve your organization agent credentials secure with active directory feature that keep track on the stored accounts and passwords in the database.

Pop-up Notifications

Customer information’s are pop-upped on the screen during interactions, so you get noticed about the call privileges.

Control Capabilities

Agent productivity is improved with configurable options such as Auto Ready, Auto Answer, mandatory Disposition and After Call Work.

Workbins

The Workbins are temporary buffers where you can store email messages that are to be handled later.

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