GoResponse Telephone Answering Service Staff

How to identify a unified desktop

Screen Shot 2015-05-11 at 08.40.50There is a lot of interest in unified desktops within the call centre industry. The modern era demands that telephone answering services are as responsive and flexible as possible, which means they need to bring platforms together and provide agents with a single point of contact. What really defines a unified desktop?

The very foundation of a unified desktop is having multichannel engagement integrated with CRM systems. This allows call centre agents to seamlessly move between different channels without having to open multiple windows and tools. In addition, enquiries are placed in a multi-media queue, allowing them to be routed to the right employee depending on urgency, type, and agent skill.

Another way to identify whether a system has been unified is to look at whether multiple business systems have been integrated into a single visual desktop. Customers often require the help of several different departments; one common example is delivery and billing. To have a truly unified system, agents need to be able to access all business tools on their screen, such as stockpile systems, marketing databases, and accounting applications. This provides them with an overall view of the situation and makes serving the customer easier as a result.

Finally, unified desktops also need to give call centre agents a 360-degree view of customer data. However, it is vital that this is relevant information instead of simply flooding workers with too much information.

By upgrading to unified desktops, businesses help to establish better performance whilst improving customer services quality.

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