Amdocs Tries to Unify Contact Center Information
On Wednesday, customer service solutions provider Amdocs announced the release of its Smart Agent Desktop, a contact center offering that simplifies the desktop applications of all employees, promising faster, more informed and more efficient customer interaction. Built on the Amdocs Smart Client Framework, the system was designed to streamline customer service in busy contact centers currently using multiple disjointed programs.
"I think it's reflective of the fact that we've got a lot of systems out there and it's very hard to bring them together in a way that makes it easy for an agent to get their job done," says Larry Goldman, co-founder and analyst at OSS Observer, a telecom software market research firm. "The thing I really like about it is that they can take data that is being displayed by various systems and map that information into a new window which I think is a very clever and enormously valuable feature."
Smart Agent Desktop integrates a number of new features intended to improve the contact center experience. The software combines disparate applications to minimize the number of necessary open windows. Additionally, it provides agents with relevant case-specific advice and customer history to personalize each contact, simultaneously reducing costs, improving customer satisfaction, and lessening the possibility of error.
"Customers benefit from smarter, faster interactions with customer service representatives," says Hollie Halpin, Amdocs' senior product marketing manager. "Amdocs Smart Agent Desktop greatly improves the agent-customer interaction, providing all the right information at the agent's fingertips, which reduces call time and the need to transfer, and tailoring the interaction and offers for each individual customer."
Goldman points out that agents often must wade through multiple systems and programs at once, creating elongated response times and incomplete information. This disruption is often the result of company acquisitions that can take years to unify. Smart Agent Desktop provides an accessible and time-saving alternative, he says.
The technology runs on Amdocs Smart Client Framework, a mapping system that cuts down on an agent's required system navigation, creating a focused, smooth, and timely customer response, according to the company.
One Amdocs customer that has implemented a prototype of the Smart Client Framework is T-Mobile Austria. The software was simple to incorporate into existing internal and external systems, said Peter Weiss, the mobile carrier's executive vice president of customer care, in a statement. "In a competitive market like ours, tools that help us deliver a better customer experience, like Smart Client Framework, are of particular interest."
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