Agent Desktop

The Complexity of the Agent Desktop

Agent Desktops continue to gain complexity as the call center evolves. Moving simple interactions to self service leaves agents to deal with a more complex workload and application set. Screen pops are often only integrated into a single application on the agent desktop, leaving the manual and repetitive task of re-typing information and laboriously searching for the right application or the right information to resolve the call. All of this combines to increase time to resolution, increases the likelihood of errors, and drives cost up while driving customer satisfaction down.

Upstream Works’ UpStart Contact Center Agent

Upstream Works’ UpStart Contact Center Agent resolves the typical problems that are not addressed by other agent desktops, providing screen pops across a wide variety of applications, and providing agents with the context of any incoming interaction so that they are best able to understand the customer’s prior experience and current needs. Contact Center Agent is a toolbar application that augments the existing agent desktop application suite, and adds tools that are all designed to help improve service and to speed up call processing.

Contact Center Agent provides the ability to process voice calls, emails, faxes, and web chat interactions – all using the same core toolset and capabilities.

Return on Investment is easily justified using the productivity enhancements within the application, such as enterprise search or automated customer history.

Contact Center Agent goes beyond the passive agent desktop, by becoming an active part of your call center management strategy. When used in conjunction with Upstream Works’ Business Interaction Management, First Call Resolution* and sophisticated business intelligence can be used to reduce the overall number of incoming repeat contacts, while Contact Center Agent is used to collect call reason information on every interaction to provide ongoing supervisory, management and executive intelligence data – all backed up with detailed interaction performance data.

Benefit Highlights

Integrated desktop and automation of any number/type of existing agent desktop applications
Reduced handle time by 20-30 seconds
Deploy in weeks, ROI typically less than 6 months
Fully blended phone/email/chat support with associated screen pops
Rich set of tools to solve real world interaction problems

For more information on the features of our integrated desktop solutions, download the brochure for UpStart Contact Center Agent here.

Upstream Works Agent Desktop Video on YouTube

*Upstream Works CCA supports full First Contact Resolution when used in a multi-channel environment

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