Solutions Business Solutions
Desktop Consolidation
During live customer interactions call center agents and service personnel need to focus on efficiently delivering service, resolving customer issues and maximizing sales opportunities—not wasting time learning new software, searching for data in multiple systems or switching between systems to complete an interaction.
But today’s customer interactions occur across channels (phone, IVR, web, SMS, chat, email) and require access to customer data that may reside in multiple systems across the enterprise (CRM, ERP, etc.), and also require access to functionality for processing transactions (Billing, Payment, etc.). And all of this must occur seamlessly, reliably and in real-time.
That’s why Interactive Softworks’ Unified Desktop is an ideal solution for delivering streamlined, efficient, multi-channel customer interactions. Our Desktop provides service reps and agents with a single interface offering a 360° view of the customer and consolidated functionality from numerous legacy and core applications—everything needed to effectively interact with customers in any channel.
Improve Agent Productivity
Eliminate wasted time searching for data or switching between applications with different rules and interfaces. With a consolidated desktop, agents have immediate access to customer data and multi-system functionality that allows them to provide more efficient service that resolves issues faster and increases overall productivity. Agents are guided by customizable, dynamic call flows, business processes or scripts that ensure they ask the right questions, collect the right data, and offer the right up-sell or cross-sell product or service.
Improve Customer Satisfaction
Provide a better customer experience by supplying agents with comprehensive customer information and enabling them to resolve issues faster and more consistently from channel to channel. Automated offer management can also improve the customer experience by notifying agents of up-sell or cross-sell opportunities that, based on a customer’s profile, will be relevant and useful to them.
Increase Revenue Generation Opportunities
The Metaphor Agent Desktop automates the offer management process and presents personalized, relevant offers for customers in real-time, at the right stage of the interaction, improving up-sell revenue performance.
Reduce Training Time and Training Costs
Decrease training time by eliminating the need to learn multiple software applications, and simplify the primary applications they use to manage customer interactions. Because our Agent Desktop is the only interface customer service agents need to complete a successful and profitable customer interaction, they become productive faster and training costs are minimized.