Today’s consumer is expecting higher levels of service and enhanced communications provided through more channels, with additional outlets for voicing opinions than ever before. Engaging in proactive conversations with consumers to deliver on their expectations is becoming critical to a company’s success. Planning for a next-generation contact center helps address these requirements while enhancing the customer experience.
Collaboration technologies provide the foundation for the next-generation contact center by connecting the center and the rest of the enterprise, as well as the enterprise and the customer. Communication channels are expanding beyond voice, chat and e-mail to include SMS/text messaging modes, social networking, and access to self-service.
Enghouse Interactive (News - Alert), a developer of a portfolio of interaction management solutions, introduced iAgent, a next -generation agent application. iAgent was designed as a dynamic and intuitive agent application to help improve agent productivity, resulting in an improved customer experience.
Enghouse Interactive delivers technology and expertise to maximize the value of customer interactions. The company develops a comprehensive portfolio of interaction management solutions. Its core technologies include contact center, attendant console, IVR and call recording solutions that support any telephony environment, on premise or in the cloud.
“We have thought strategically about our customers' needs, along with the direction of the industry, and committed to developing a new user interface that improves agent performance, provides deployment and management flexibility and helps maximize the value of every customer interaction,” said JR Sloan, product director at Enghouse Interactive, in a statement.
The offering is a thin-client Web application that delivers anytime, anywhere access, reduces implementation and training costs, increases security and simplifies operational management. iAgent provides flexibility for agents to work on-premises, remotely or at home and is accessible via all major browsers, on a laptop or on-the-go. Additionally, it provides a view of all customer interactions in a unified queue, creating a seamless experience for the agent as well as the customer.
Moreover, it increases agent productivity with improved workflow, efficient navigation, built in spell-check and response libraries that reduce handling times and improve accuracy. Also, it enables cloud-based deployment options and is easy to deploy, set up, and manage with a lower cost of implementation
Sloan continued, “iAgent is one of the only true multi-channel, thin-client, web-based contact center agent applications on the market today.”
iAgent is built upon the Contact Center: Enterprise, a multi-channel platform that enables contact centers to deliver superior customer service by increasing agent productivity. With Contact Center: Enterprise, organizations can communication-enable specific business processes and it can be deployed either on premises or in the cloud, optimizing costs and meeting enterprise contact center needs.
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Edited by Jamie Epstein