Having already used Uniphore’s unified desktop and automation solution extensively across the sales and service organization, Telefonica decided to trial agent guidance as a way of addressing these issues.
Agent Guidance would make it possible to bring a dynamic element to customer interactions, based on real-time customer information, to ensure that each call could be handled exactly as intended by the business. The guidance solution offered speed in diagnosis, easy-to-follow series of process flows, and automated interaction notes following the interaction.
Steps taken by a tier-one agent are auto-documented making it easier to escalate interactions to tier-two agents when needed. Further the software allows the ability to pause and resume the same workflow so that the subject matter expert picking up on the customer interaction can do so without requiring the customer to repeat themselves — eliminating one of the most frustrating aspects of running or calling into a contact center.