Single Agent Desktop
What is Single Agent Desktop?
An intuitive omnichannel desktop and workspace for agents to manage all customer interactions with rich customer data and easy access to knowledge management and business applications and CRMs like Salesforce and Microsoft Dynamics.
A single agent desktop brings the tools an agent needs into one workspace: contact controls for every channel, customer data from the CRM, interaction history, knowledge and key business applications. The aim is to remove switching between separate windows and logins, which slows agents down and makes it harder to see the whole customer picture.
Some single desktops are standalone applications, while others are embedded inside a CRM so agents work where customer records already live. Buyers typically look at channel coverage, CRM integration, how easily the layout can be configured for different teams, and training time for new agents. Common measures include handle time, after-call work, the number of applications agents use per contact and agent satisfaction.
Related: Omnichannel agent desktop, Contact center CRM integration, Screen pop / application pop, Totalix.