UpStart Contact Center Agent
The Problem
A 2004 Harvard Business Review study showed that customer service has 5 times the influence on a customer’s perception of your company than does the price, the marketing, or the quality of your product. The most critical service is delivered by the call center agent on the front line of customer care.
Yet, agent desktops all too frequently resemble air traffic control screens. As call centers evolve and new services are rolled out, additional applications are added to the agent workspace. Navigating the clutter and retyping information into these multiple applications slows the agent interaction, increases the chance of errors, and ultimately increases costs. And, for new hires, the learning curve can be long indeed.
The Solution
Upstream Works’ award winning agent desktop, UpStart Contact Center Agent (CCA) automates and coordinate multiapplication agent desktops and workflows based on the customer’s prior experiences and current needs. CCA acts as an interaction assistant for the agent, by providing customer call information, control, tools and ready access to knowledge in a responsive and easy to use interface. Through CCA, agent tasks are automated, speeding up your call processes and minimizing chances of manual mistakes.
CCA bridges the gap between single application agent desktops from telephony vendors and “unified desktop” solutions.
Though ROI is easily justified based on typical 20-30 second AHT reductions alone, the customer history and knowledge tools support First Contact Resolution to reduce the total number of calls. Integration of CCA with Business Interaction Manager automates First Contact Resolution tracking, backed up with contact by contact performance data.
UpStart Contact Center Agent technology is also available for integration directly into existing purpose-built unified applications.
Demo of UpStart Contact Center Agent
Demos are around 2 minutes long, and each highlight different aspects of UpStart. The ‘UpStart in Depth’ demo is 9 minutes long and narrated, and shows an agent resolving customer interactions with CCA. Note that this demo is based on an earlier version of CCA. Screencasts are narrated presentations covering First Contact Resolution topics. Each is around 4 minutes long. Click here to view the Demos and Screencasts.
Feature Highlights
- Multiapplication automation of any number/type of existing desktop applications
- Fully blended phone/email/chat support, with identical workflow and automation for all channels
- Knowledge base for secure access to local and partner information
- Customer history shows agents all previous contacts across all channels, including abandons
- One click transfer of all customer fields from one application to another
- Agent to supervisor/agent chat for in call assistance
- Rich set of agent tools to cut handle time and solve real world interaction problems
- Multisite support preserves information collected at first site for automation at the second site
- Intuitive to use – minimal training required
- Adoption high as agents like to use it
- Identical operation in Cisco, Avaya, Nortel environments