Agent Desktop

Desktop Applications & Call Control Manager

Overview

Swampfox Agent Desktop™ (SFAD) provides an intelligent “single pane of glass” to help manage the inbound/outbound contact center customer journey. Through this configurable desktop application your agents access call context including CRM records, billing systems, and IVR entered data. It also acts as a single managed communications control with call controls, chat messaging, and agent state all in a unified client. Simply put, the Swampfox Agent Desktop is designed to empower agents and reduce call time by providing control and actionable intelligence in front of each agent.

Features

Unified Agent Communication Controls and Context

Swampfox Agent Desktop provides unified communication controls and intelligent “screen pop” in a single application. Telephony and optional Swampfox Digital Control in a single application set means agents can answer, transfer, hold/retrieve and release communications with full knowledge of customer information.

Benefits

Thorough Context Capture

The number one frustration customers report in using IVR or Voice Response Systems is the apparent inability for the system to capture an account number and make it available to a contact center agent. With Swampfox Agent Desktop, a customer’s context whether spoken, entered through touch-tones, captured through text messaging or even captured by chatbot, is seamlessly presented to the contact center agent.

Integrated into your Contact Center

SFAD works hand in glove with Avaya Contact Center Elite and Swampfox Digital Chat Services to support Agent logins for skills for inbound and outbound communications.

Increase Agent Productivity

The Agent Desktop provides call and chat control, customer information, and account management in a single pane of glass allowing your agents to be faster and more efficient, minimizing the amount of time spent on each contact

Enterprise Application Integration

Agent Desktop integrates with your enterprise CRM, ERP and account management applications to manage an intelligent and intuitive user interface. Combined with inbound contextual information or outbound campaign information, whatever information your team needs, SFAD can manage it.

Increase Customer Satisfaction

With all relevant information already in front of them, agents can focus on the needs of the customer rather than trying to navigate through multiple screens applications and screens (or “alt tab” management) . Your customers will love your customer-centric approach as each agent personalizes their experience through knowledge of the caller

Multi-Channel

With Agent Desktop, you can engage your customers on any channel, from the same application. The single “pane of glass”  that controls Telephone conversations can also manage conversations with Chat, Text Messaging and Social Media applications. Communicate with your customers on whatever channel provides the right method.

Lower Infrastructure Expense

By empowering each agent to shorten their own average time spent per call, you can reduce concurrent network traffic, better manage associated staffing costs and improve call management capabilities, while simultaneously improving customer satisfaction.

Role Specific Customization

Desktop configuration can be defined on a group basis allowing for specialized transfer locations, business groups, or geographical sites depending on business needs. Supervision can define group policy while still allowing for individual agent customization within their workspace.

We Play Nice with Others

All of our Applications are built to work with your existing technology infrastructure and solutions. We have deep expertise with the leading Contact Center technologies, including Avaya and Cisco.

Built for Complex Requirements

We really shine when your requirements are complex. We are Contact Center consultants and innovators who have developed amazing applications that make superior customer experiences happen.

Features

Unified Agent Communication Controls and Context

Swampfox Agent Desktop provides unified communication controls and intelligent “screen pop” in a single application. Telephony and optional Swampfox Digital Control in a single application set means agents can answer, transfer, hold/retrieve and release communications with full knowledge of customer information.

Integrated into your Contact Center

SFAD works hand in glove with Avaya Contact Center Elite and Swampfox Digital Chat Services to support Agent logins for skills for inbound and outbound communications.

Enterprise Application Integration

Agent Desktop integrates with your enterprise CRM, ERP and account management applications to manage an intelligent and intuitive user interface. Combined with inbound contextual information or outbound campaign information, whatever information your team needs, SFAD can manage it.

Multi-Channel

With Agent Desktop, you can engage your customers on any channel, from the same application. The single “pane of glass”  that controls Telephone conversations can also manage conversations with Chat, Text Messaging and Social Media applications. Communicate with your customers on whatever channel provides the right method.

Role Specific Customization

Desktop configuration can be defined on a group basis allowing for specialized transfer locations, business groups, or geographical sites depending on business needs. Supervision can define group policy while still allowing for individual agent customization within their workspace.

Benefits

Thorough Context Capture

The number one frustration customers report in using IVR or Voice Response Systems is the apparent inability for the system to capture an account number and make it available to a contact center agent. With Swampfox Agent Desktop, a customer’s context whether spoken, entered through touch-tones, captured through text messaging or even captured by chatbot, is seamlessly presented to the contact center agent.

Increase Agent Productivity

The Agent Desktop provides call and chat control, customer information, and account management in a single pane of glass allowing your agents to be faster and more efficient, minimizing the amount of time spent on each contact

Increase Customer Satisfaction

With all relevant information already in front of them, agents can focus on the needs of the customer rather than trying to navigate through multiple screens applications and screens (or “alt tab” management) . Your customers will love your customer-centric approach as each agent personalizes their experience through knowledge of the caller

Lower Infrastructure Expense

By empowering each agent to shorten their own average time spent per call, you can reduce concurrent network traffic, better manage associated staffing costs and improve call management capabilities, while simultaneously improving customer satisfaction.

We Play Nice with Others

All of our Applications are built to work with your existing technology infrastructure and solutions. We have deep expertise with the leading Contact Center technologies, including Avaya and Cisco.

Built for Complex Requirements

We really shine when your requirements are complex. We are Contact Center consultants and innovators who have developed amazing applications that make superior customer experiences happen.

Contact Us Today!