This allows them to quickly and efficiently respond to customers, reducing effort and quickly resolving inquiries across all channels.ĭIFFERENTIATE WITH PERSONALIZED, CONTEXTUAL INTERACTIONSĮnable contact center agents to easily view all customer history, cases, and interactions. Because contact center agents can see each step in a customer’s journey, as well as the customer’s lifetime interaction history, customers are not required to repeat information. Agent Desktop also places all tools and functions at the agent’s fingertips in a single window, allowing agents to conduct an omnichannel customer conversation while reviewing customer cases and managing contact and customer history.Įnable a consistent omnichannel customer experience by providing a single seamless conversation across all channels with context carried from one channel to another. They are freed of the need to toggle between screens and can instead focus on what matters most-building strong customer relationships. Because all journey interactions are presented in a single browser window, agents do not need to waste time asking customers to repeat themselves. The unified Agent Desktop enables agent efficiency and effectiveness by providing a single omnichannel desktop view of the customer’s journey-both the customer’s current journey and previous activities.
IMPROVE AGENT EFFICIENCY AND EFFECTIVENESS Talk and chat using your choice of phone (e.g., built-in softphone, SIP phone, WebRTC, DID, or dial-out with the line open) to cost effectively deploy a cloud-based contact center. Agents can also switch between channels (e.g., chat to text) during the conversation to best communicate on the customer’s channel of choice.Ī web-based Agent Desktop allows contact center agents to interact with customers from any web browser-only a high-speed Internet connection and a headset are required. The omnichannel Agent Deskttop allows the agent to view the entire customer conversation across all channels-including phone, chat, text, bots, email, and social messengers-in a single browser window.
ATENTO CALL CENTER SOFTWARE
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