New version of agent desktop launched

mplsystems has released the latest version of their unified agent desktop, ‘Intelligent Desktop V4’.

This new release introduces enhanced end-user configurability, enabling clients to simply and rapidly create and modify their own ‘smart’ agent desktop applications using a drag and drop no coding model.

This latest enhancement in flexibility is already in use with companies like Babcock International and Studio Moderna. It enables call centres to quickly and easily customise their operations to support new campaigns and deal with a variety of call and media types.

The ‘Intelligent Desktop’ enhances the customer experience by unifying multiple applications needed to resolve customer requests into a single, ‘smart’ ‘agent friendly’ UI (User Interface).

Call Centre Helper’s recent poll of 200 call centres found that over 50% used 5 or more applications on the agent desktop to help a customer and 23% more than 10 different applications.

This use of multiple applications has a detrimental impact on customer experience through prolonged call handling and response times.  Customers are kept on hold while agents log into, refer to and cut and paste data from various systems.

The ‘Intelligent Desktop’ addresses this issue by providing the agent with all the real-time data and guidelines that they need to resolve a multitude of requests at the appropriate point in their conversation.  As well as accessing data, rules and prompts can be applied so agents can efficiently implement and track all requests, whether it is a billing, planning, part ordering or service issue.

‘Intelligent Desktop V4’ enhances the flexibility further, by enabling contact centres to create their own unified desktop and quickly incorporate data sources and procedures associated with new products, new support guides on frequent issues, new pricing or lead sources and marketing campaigns. The drag and drop capabilities move day-to-day call centre enhancements out of the IT department and into the hands of staff whose primary concern is for their customers’ experience and the ability of the agents to do their job quickly and efficiently.

“An intelligent desktop like CRM will provide a single view of the customer, but unlike CRM, desktops are created around a contact centre’s own specific processes and business requirements and seamlessly integrate multimedia communications. As these processes change, iDesktop V4 will enable contact centres to adapt their own desktop,” said Paul White, CEO, mplsystems.

“We wanted a system which could adapt to what we needed as opposed to us adapting to what a system could do instead. The desktop solution from mplsystems integrates our existing system and gives our agents the client information they need when they need it, as a result our success rate has increased by 30-40%,” said Simon Barber Babcock International.

For more information on this release visit: http://www.mplsystems.co.uk/?utm_source=callcentrehelper.com&utm_medium=referral&utm_campaign=Call%20Centre%20Helper/products/customer-experience-desktop.html

The ‘Intelligent Desktop’ was also demonstrated on our recent webinar: https://www.callcentrehelper.com/free-webinar-the-dynamic-desktop-27224.htm.