Unified Desktop & Workflow
Datapoint provides a variety of solutions to build unified desktops that are customised to the customer service needs of individual brands.
The end result is a single interface that dynamically calibrates itself to offer the necessary information and communication services required to fulfil each stage of a customer service workflow. The set of screens can be designed for a generic workflow or be more tightly customised for specific services or agent work groups.
The objective of unified desktops is to increase agent productivity by simplifying the desktop and allowing them to concentrate on the customer experience and whatever value development goals the call centre has set for various customer segments.
Instead of logging in and then toggling between multiple business applications, agents are given the ability to view data from those systems and post back information gathered during the customer interaction from a single view.
This is achieved through an SOA and web service style enablement of legacy system data which can be designed to appear as required on screen. Posting data back to those systems is orchestrated without concerning the agent or requiring them to make multiple entries. Non invasive access can be made to legacy systems, client server systems and web based systems. In other words all generations of technology can be incorporated.
The design of the unified desktop allows information from many systems to be combined into single, user friendly views such as presenting a 360 degree view of a customer interaction and transaction history organised by date or contact channel. The information for this single view may have been gathered real time from a CRM system, an ERP system and a separate billing system.
Or a ‘virtual knowledge base’ could be generated from a variety of sources so the agent can search for answers and view them in a common style regardless of their native formatting.
Since a unified desktop is built from a series of consolidated screens, the sequence and optional script guidelines can be modeled to reflect specific service workflows. In this sense, the design of a unified desktop becomes an opportunity to simplify and transform previously cumbersome workflows which in most instances will have been sequenced through back end system limitations rather than agent or customer priorities.
Therefore a unified desktop provides the opportunity to re craft key processes such as claims, applications and the like based on customer feedback, with the additional benefit of ensuring agent conformance to a newly defined and optimised approach.
Partners
