bpm'online agent desktop

BPMonline Agent Desktop is expansion of the CRM system. The software technology helps to increase efficiency during the work with "outgoing" campaigns and the entering addresses, to manage the knowledge base, to analyze work of contact center on key indicators.

On February 6, 2014 the Terrasoft group announced a release of the new version of BPMonline Agent Desktop.

Description

BPMonline Agent Desktop is integrated with popular solutions in the field of telephony: Avaya, Cisco, Infinity, Oktell, Asterisk and CallWay, can interact with the telephone exchanges supporting the TAPI driver.

Advantages

• Simple, ergonomic window of the operator. Its interface contains all necessary information for a full-fledged work of the employee of contact center. The appearance of the application found lines of social network, it perception of data improved and navigation became more natural that reduces time of processing of standard addresses and reduces training costs of operators, helps to increase their participation in workflow.

• Uniform contact point with the client. By means of the single interface a system accepts and fulfills information from different communication channels: telephony, social networks, e-mail, website and chat.
• Management of outgoing campaigns. BPMonline Agent Desktop helps to build effective work in outgoing campaigns. The supervisor has an opportunity of flexible formation of target audience of call-downs, to define priorities, to appoint responsible operators, using a custom member to edit and create new business processes for outgoing call-downs, depending on their type and specifics.

• Interactive knowledge base. A system helps to integrate scenarios of a talk, answers to frequently asked questions, useful materials with online library, to comment and note the most useful articles of the knowledge base.
• Analytics. The supervisor in several clicks of "mouse" creates diagrams and reports on any interesting indicators (the number of the addresses permitted from the first call; load of operators; the average time of a conversation, etc.), controls dynamics and the reasons of addresses.