Simplify your agent experience
Sick of the complexity, inaccuracy and inefficiency created by having agents use multiple applications?
Customer Science launches ‘Unified Desktop’, a single intuitive user interface that uses robotics to act as your personal assistant across all the technologies that agents use. On launch, our first client delivered >23% efficiency gains along with greater agent engagement and customer satisfaction levels, helping them to raise capacity by over 50%.
Unified Desktop is part of our Customer Experience Technology offering. Designed to provide a seamless navigation experience to users. Unified Desktop helps achieve higher productivity by providing unified communications and reducing transaction processing time, thereby improving the overall process efficiency.
Unified Desktop combines a simple web based application that is presented to the user when needed, customer information can be collected and presented in the application, the application will present the next best actions for selection and once selected manage all technologies required to complete that transaction including after call work.
According to a study conducted by Contact Center Week Digital;
- 55% of users/agents on average use about 5 applications to service one customer
- 23% users on average, based on the role and process complexity have to navigate across 8+ applications to service one customer
- 40% of the time is spent extracting information from multiple sources whilst on the phone with customers
Customer Science focus on enhancing the overall customer experience. Unified Desktop has clear benefits as illustrated below. When complemented with our practitioners’ holistic view of optimising business process, people and technology a holistic solution that drives ROI, customer satisfaction levels and delivery of business objectives. To deliver on this our methods guarantee a sustainable and operationalisable solution.
Your Leadership Team
Doug den Mulder
Manager Projects & Development Automation
Practice Director Automation
Senior Consultant Contact Centre Technology
Practice Director for Contact Centre Technology & Products