How to Simply CX When Your Contact Center Agent Desktop is Complicated?
Harness the Power of Attended RPA and Real-time Process Guidance
The program started with a targeted initiative to reduce average handling time. The first phase involved unifying the agent desktop. Subsequent phases focused on automating tasks and processes agents had to perform manually.
Using Uniphore’s low code automation platform, our client was able to consolidate disparate applications into a unified agent desktop, guide agents using dynamic workflows and automate mundane tasks using attended RPA.
The client was able to achieve their twin goals of boosting contact center productivity and the customer experience by tackling agent desktop complexity head on.
Now, the team is focusing on simplifying more complex technical support interactions across the entire customer journey, regardless of whether the customer starts their journey on the phone with an agent or on the website in self-service.
The Uniphore low code automation platform comes with a handy multiexperience designer which makes it easy for the client team to design experiences than can be built once and deployed across touchpoints enabling both customers and agents to pause and resume interactions across touchpoints – creating greater levels of harmony and agility in the customer experience and in the customer service operation.