Operations support software provider Amdocs has launched the Smart Agent Desktop, an agent-guiding solution targeting call centers companies with multiple, disparate customer management applications.
The new solution runs on Amdocs’ Smart Client framework, which integrates front and back office employee desktop applications into a single user interface. According to the company, the Smart Agent desktop includes a unified desktop, agent guidance, interaction process monitoring and analysis to increase the employee productivity by minimizing system wait time and quicker access of the information. Deutsche Telekom’s mobile subsidiary T-Mobile Austria has deployed a prototype of the Smart Client framework.
Amdocs said that the solution was specifically designed to enable development and centralized management of contact center applications.
Charles Born, vice president of corporate communications at Amdocs said: Amdocs continues to deliver solutions that enable service providers to streamline and improve their call center processes, while lowering their cost of ownership.
Amdocs added that the Smart Agent Desktop is among the first solutions that support the vision Amdocs customer experience systems (CES) blueprint released earlier this month. The CES blueprint is an outline of the operating environment that communications service providers should have to provide a personalized, participatory and timely customer experience.
Source: ComputerWire daily updates