Unified Desktop & Workflow
In spite of the fact that CRM, ERP systems and other industry specific systems have consolidated previous generations of disparate systems, they tend be part of the problem rather than solution from the perspective of an agent’s desktop.
Large organisations spawn multiple back end systems which in combination provide the core workflow and data source for being able to do business. Having to access these and then use them in a real time customer service environment throws up multiple inefficiencies.
However, call centre desktops can be optimised and simplified into a single, easy to use interface and workflow. Instead of multiple logons, complex toggling between applications, data re-entry issues and time consuming technical trainings, agents can refocus their attention and productivity on customer service and customer growth objectives.
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Datapoint provides the following technologies and services for Unified Desktops and Workflow.