Click Here to Email Us
Contact Centre Applications - Infinity Agent Desktop
When agents are required to use multiple systems and multiple screens, their focus is distracted away from the customer. Working in this way often leads to multiple re-keying, mistakes and inevitably extends call durations. Infinity Agent Desktop overcomes this by defining structured flows across all interactions via a single, intuitive-to-use application. We have a short video presentation about the benefits of Agent Desktop. Click here to view the video.
The Benefits of Infinity Agent Desktop include:
- Reduction in call durations
- Increase in conversion, or service closure, rates
- Reduction in repeat calls
- Improvement in customers’ perception of the service
- Optimisation of processes
Overall, clients see increased productivity and effectiveness, reduced costs and increased profitability.
How Does Infinity Agent Desktop Work?
Infinity Agent Desktop does not replace existing systems; it simply binds them together behind a unified, intuitive layer. Supervisors and managers can use Agent Desktop to define call flows in a non-technical manner and determine what information from what systems is required at each stage of a call. Agent Desktop then takes care of pulling in this information and updating the underlying systems with information gathered during the call.
A central feature of Agent Desktop is the ability to fully define call scripts, either as a flow of data capture screens, or as a set of actual words or prompts. Simple, non-technical tools enable supervisors and managers to define these call flows, the data required and the scripts/prompts to be used. In addition, you can define the optimum workflow for each type of service being delivered and then automate and manage these between agents, departments or through to back-office teams.
In Practice
Infinity Agent Desktop enables you to simply manage interactions with customers regardless of media. Inbound and Outbound calls can be blended with other media such as email, SMS and web-chat and presented to the agent in a consistent manner, with all the necessary data on screen at the right time. And all of these attributes can be simply modified as your business processes and needs change.
This gives Supervisors & Managers the benefits of:
- Full control over the structure of each interaction
- The ability to manage workflow between agents, functions and departments
- The flexibility to dynamically change process flows or introduce new services
- Effectively handle interactions across multiple media
- Monitoring and measuring performance.
Agents like working with Infinity Agent Desktop too, as it enables them to:
- See the information they need, when they need it
- Avoid complex navigation across multiple systems and data sources
- Focus on the conversation with the customer
Rapid Deployment
Infinity Agent Desktop is a proven system that can be utilised to improve customer interactions from day one. Ready-made integration enables you to leverage existing applications within a single common interface and a simple to use, non-technical, environment enables supervisors and managers to create and adapt process flows to match your business needs and drive performance.
What Our Clients Say About Agent Desktop
With more than 5,000 users of Agent Desktop across Europe, we have lots of excellent practical customer feedback; they see immediate improvement in their contact centre operations and performance improvements of over 20% are very common.
They particularly cite classic productivity and profitability improvements like:
- Increased first call resolution
- Quicker access to information, leading to reduced call durations
- Higher customer satisfaction as the agent concentrates on the call, not the technology
- Increased sales conversion rates by improved objection handling, for example.
To request more information on Infinity Agent Desktop, please visit our Information page.
 |
Further reading and more information |
