It is critical to a company’s success to engage in proactive conversations with consumers to deliver on their expectations. Higher levels of service and enhanced communications provided through more channels are what consumers want these days. Additionally, they expect more outlets for voicing opinions than ever before.
Communication channels are expanding beyond voice, chat and e-mail to include SMS/text messaging modes, social networking, and access to self-service. Planning for a next-generation contact center helps address these requirements while enhancing the customer experience.
Enghouse (News - Alert) Interactive, a developer of portfolio of interaction management solutions, introduced iAgent, the next generation agent application for Contact Center: Enterprise. iAgent was designed as a dynamic and intuitive agent application to help improve agent productivity, resulting in an improved customer experience.
The company delivers technology and expertise to maximize the value of customer interactions. It powers a comprehensive portfolio of interaction management solutions and some core technologies include contact center, attendant console, IVR and call recording solutions that support any telephony environment, on-premises 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 (News - Alert), in a statement.
iAgent 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 said, “iAgent is one of the only true multi-channel, thin-client, Web-based contact center agent applications on the market today.”
The offering is built on 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 deploy on premise or in the cloud, optimizing costs and meeting enterprise contact center needs.
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Edited by Jamie Epstein