These devices are variously called, "smart desktops," "intelligent desktops," "universal desktops," and "unified desktops." However, all these products seek to condense required call processing information onto a single desktop application and organize the sequencing of screens to coincide with workflow. For ease of communication we will use the term "unified desktops."Demand for these products is still in the formative stages but growing rapidly.
Behind the interest is the same fundamental force that drives all contact center innovations – the expanded mission of achieving four critical and sometimes conflicting missions;
-To delight customers
-To increase revenue
-To minimize operating costs
-To provide valuable business insights
Customer delight is driven by many forces but one of the most important is first contact resolution (FCR). Improving FCR often comes at the expense of increased handing time, as agents need to search through myriad data sources and/or consult with others in order to resolve the call.
Similarly, pressure to close sales or generate leads requires more time and more work processes. In highly market-oriented companies agents are also expected to learn and report valuable marketing information like competitive actions, campaign effectiveness, and customer satisfaction drivers. In order to accomplish all this and still keep costs under control agents need ready access to critical information and streamlined workflows.
A new Agent Desktops…What exactly is a unified desktop? sponsored by Altitude discusses issues on this topic.