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Research done by Ovum & Ventana Research

The Business Value of a Smart Agent Desktop

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Evolution of Customer Service

Technology has enabled customers to contact organizations via web and mobile channels, pushing customer’s initially towards self-service.

Many customer contacts still require an agent for resolution.

Agents need to be equipped to resolve customer issues, no matter where the interaction starts.

Source: Ovum

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Customer Channels Supported by Companies

Source: Ventana

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» Agents dealing with new world complexities

» New channels

» Multiple systems

» Disparate systems

» Customer experience not equal to Agent experience

The Complexity of Agent Work

Source: Ovum

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Impact of Accessing Multiple Systems

Source: Ventana

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Systems Needed to Resolve Interactions

Source: Ventana

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Upstream Works simplifies the agent interaction process across all contact channels

UWFOmnichannelCRM Email Voice Chat SMS

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Benefits of a Smart Desktop Solution

Source: Ovum, Ventana

Benefit Contact center impact

Average handle time • Agents find information faster, provide more accurate answers

• Average call length reduced• Higher agent productivity and improved first

call resolution rates

Agent training time • Intuitive desktop solution allows for faster training for new agents

• New hires have one simplified desktop to become familiar with, reducing the number of logins agents need

Customer satisfaction • With a better understanding of each caller, agents can offer more personalized service

• Customers spend less time on hold or speaking with uninformed agents

• Reduced customer effort overall

Morale and staff retention • Agents can do more complex tasks without added burden

• Improved accuracy leads to higher morale, leading to lower turnover

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» Integration capabilities

» Application connections

» Easy to use

» Interaction tracking across multiple channels

» Context sensitivity

What to Consider in a Smart Agent Desktop

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» Smart Agent Desktop Improves Customer InteractionsResearch into next-generation customer engagement concludes that companies may be working at cross-purposes as they try to meet customer expectations while striving to improve the efficiency for handling interactions.  Research done by Ventana Research.

Click here to read white paper

» The Business Value of a Smart Agent DesktopWhen you give an agent a cleaner view into their workspace, you improve their day-to-day engagement and foster smoother customer interactions. A Smart Agent Desktop is a tool that provides agents with a unified user experience that links all of the data streams and systems the rep encounters into one seamless experience. Research done by Ovum.

» Click here to read white paper

Sources: