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infinityoverview:desktop_scripting [2008/05/23 13:54] bkane |
infinityoverview:desktop_scripting [2008/10/15 13:18] (current) nray |
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| Our Agent Desktop can be many things to many contact centres depending on requirements and how it is deployed. We have over 5,000 licenses of our tried and tested solutions in use across Europe. The following provides a flavour for what the Infinity Desktop is and what it can provide; | Our Agent Desktop can be many things to many contact centres depending on requirements and how it is deployed. We have over 5,000 licenses of our tried and tested solutions in use across Europe. The following provides a flavour for what the Infinity Desktop is and what it can provide; | ||
| - | * It’s a contact management system for contact centres{{ infinityoverview:s2_routing.gif|}} | + | * It’s a contact management system for contact centres{{ infinityoverview:s2_routing.jpg|}} |
| * Office based or remote & home workers | * Office based or remote & home workers | ||
| * It’s a scripting tool | * It’s a scripting tool | ||
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| * Quick and easy introduction of additional agencies | * Quick and easy introduction of additional agencies | ||
| * In-house contact centres | * In-house contact centres | ||
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| ==== How does it help ? ==== | ==== How does it help ? ==== | ||
| - | * Your customers – it reduces delays by ‘screen-popping’ their details to your agent; allowing priority customers to be routed to dedicated teams or agents more quickly. | + | * Your customers - it reduces delays by 'screen-popping' their details to your agent; allowing priority customers to be routed to dedicated teams or agents more quickly. |
| - | * Your agents – allows them to focus on the customer needs & resolve calls quickly by hiding the many applications in use by most call centres. Complete customer contact history is provided with ‘at a glance’ views of up-to-date product data, objection handling assistance, current industry legislation or relevant websites etc. By hiding this complex ‘iceberg of data’ only the relevant information is visible to deliver what we term - “Full Customer Knowledge”. | + | * Your agents - allows them to focus on the customer needs & resolve calls quickly by hiding the many applications in use by most call centres. Complete customer contact history is provided with 'at a glance' views of up-to-date product data, objection handling assistance, current industry legislation or relevant websites etc. By hiding this complex 'iceberg of data' only the relevant information is visible to deliver what we term - 'Full Customer Knowledge'. |
| - | * Your IT people – provides a framework for your own developers, or ours, to quickly add powerful plug-ins to your existing systems; such as sales order/credit card processing or CRM systems. | + | * Your IT people - provides a framework for your own developers, or ours, to quickly add powerful plug-ins to your existing systems; such as sales order/credit card processing or CRM systems. |
| - | * Your Operational people – can be self sufficient when making script or routing (workflow) amendments for their teams. | + | * Your Operational people - can be self sufficient when making script or routing (workflow) amendments for their teams. |
| * Easily see the call flow & amend routing | * Easily see the call flow & amend routing | ||
| * simply amend the text in the script pages or data shown/captured | * simply amend the text in the script pages or data shown/captured | ||
| * quickly insert customer logos or latest product PDF, web, Office documents. | * quickly insert customer logos or latest product PDF, web, Office documents. | ||
| - | {{:block3.gif|}} [[InfinityDocumentation:Desktop36|Desktop]] | + | {{:block3.jpg|*}} [[InfinityDocumentation:Desktop36|*Desktop]] |
