Agent Desktop is a web-based software application that helps businesses provide effortless customer service on the channels that customers prefer. A powerful communications platform, Agent Desktop helps call center agents, supervisors, and back office employees build customer relationships and fulfill requests efficiently on the phone, in chat, in email, via text messaging, and more!
A web-based app, Agent Desktop lets you interact with people from any web browser—all you need is a high-speed Internet connection and a headset. Empower agents to provide the best customer experience with Agent Desktop.
UNIFIED AGENT DESKTOP
Designed to improve agent productivity, the unified Agent Desktop places all tools and functions at your fingertips in a single window. From the call center software interface, it’s easy to send and receive calls and messages from your team and customer service queue. Talk and chat using your choice of phone (built-in softphone, SIP phone, WebRTC, DID, or dial-out with the line open) and take advantage of robust messaging capabilities, while viewing customer cases, managing contact details, reviewing emails, scheduling follow-ups, and much more.
Deliver consistent customer service using AI-assisted suggestions from integrated chatbots, along with company-approved replies, templates, and training articles in the knowledge base. The dashboard displays at-a-glance metrics for yourself and your team, helping you to meet team goals faster.
Automated quality management features help supervisors to monitor their teams’ calls and interactions, provide help during conversations, and review transcripts and recordings to evaluate and boost agent performance.
Thanks to advanced tools and tech, everything is presented in plain view, in the same browser window, so you can focus on the most important task—helping your customer.
CONVERSATIONS IN CONTEXT
On Agent Desktop, every channel and customer journey lives in one place. Bright Pattern builds in automatic identification and activity history, ensuring that when that call comes in, you already know who the customer is and why they calling. Known contact and case data can be popped to your screen, helping you to review the customer’s previous interactions and personalize the call you’re having now.
Driven by integrated AI, sentiment analysis across channels allows both agents and supervisors to zoom in on problematic conversations on the fly, as well as understand a customer’s overall journey. During any conversation, a happy, neutral, or angry face icon provides an instant snapshot of customer satisfaction.
All phone calls, chats, emails, texts, messenger messages, video chats are wrapped up in a customer’s activity history, making for one continuous conversation. You spend less time looking for information when you can see the whole customer journey from the unified Agent Desktop!
BENEFITS FOR BUSINESS
- Improve agent productivity and efficiency with simple yet powerful UI and tools
- Reach customers on the channels they prefer, which is any channel!
- Offer personalized customer service with advanced identification and activity history
- Develop and maintain customer relationships by seeing the whole journey in one place
- Give call center teams the tools they need to bring tickets to resolution faster
FULL CALL AND MESSAGING CONTROL FROM BROWSER
Call, chat, email, text, and message using any delivery call or messaging option, right on your web browser, with complete control.
SEE THE WHOLE CUSTOMER JOURNEY
Know your customers by having all activity history, cases, and previous interactions at your fingertips before, during, and after a call.
PERSONALIZED SERVICE USING IDENTIFICATION
Not only are customer contacts identified automatically, repeat customers can be routed to the same agent who previously helped them.
OMNICHANNEL ROUTING BASED ON SKILLS AND AVAILABILITY
Incoming interactions are automatically routed, allowing agents to handle multiple interactions of various types with overrides.
INTEGRATED AI ASSIST
Use chatbots, sentiment analysis, and other AI technologies to understand customer behavior, deliver consistent replies, and boost CSAT.