Agent Accelerator provides a modern desktop interface designed to improve customer service and agent efficiency. It offers a customizable interface and integration capabilities, leading to exceptional customer satisfaction. The solution aims to reduce Average Handling Time (AHT) and waiting time, improve First Call Resolution (FCR), and increase overall customer satisfaction. By providing a single, unified view of customer data, agents can offer personalized service and resolve inquiries more quickly. The platform is designed for easy deployment and configuration, catering to the specific needs of various contact centers with cloud, on-premise, and hybrid deployment options.

Features & Benefits

• Single Glass Pane View
  • Provides agents with a single interface and view, integrating multiple applications for a seamless customer experience.
• Personalized Service
  • Displays caller data, including name, address, contact details, past transactions, and ticket status, enabling agents to personalize interactions.
• Accurate and Timely Information
  • Gives agents access to all necessary details, allowing them to address concerns quickly and efficiently, with the ability to chat with other agents for assistance.
• Prompt Service
  • Offers call control capabilities such as call answer, hold, conference, transfer, and ACD state control (ready/not ready, wrap-up, etc.).
• Real-time Reporting
  • Allows agents to view their real-time statistics directly on their desktop application, accessing performance statistics reports with historical and current data, filtered by channel type and timeline.
• Monitor and Improve Agent Performance
  • Enables agents to track their overall performance and productivity using key performance metrics, facilitating continuous improvement.
• Easy to Install, Configure, and Manage
  • Designed for easy deployment and configuration to meet the specific needs of different contact centers.
• Simple to Set Up
  • Offers industry-specific templates (Banking & Finance, Credit Union, Insurance, Healthcare, Retail, Telecom) and caters to each department’s needs.
• Create New Gadgets
  • Allows users to choose from a variety of gadgets such as agent chat, agent statistics, agent scripting, ticketing, agent performance dashboard, customer management, Salesforce connector, call tagging, and more.
• Industry Customization
  • Provides industry-optimized templates, core system integrations, business connect workflows, and hundreds of industry-specific services.
• On Premise, on Cloud and Hybrid Deployment
  • Offers flexible installation options based on business security compliance and integrations with on-prem, cloud, or hybrid installations.
• Drag and Drop Functionality for Customization
  • Enables users to design and customize the Call Center Agent Desktop interface according to business requirements and branding guidelines, adding logos, brand colors, and fonts.
• Monitor Agent Performance
  • Allows users to set up supervisor thresholds to track agent performance using the supervisor desktop feature.
• Agile Solutions
  • Scalable to meet new business needs.
• Add New Business Processes
  • Supports the changing needs of the business by creating additional processes and workflows.
• Add Bespoke Process Flows
  • Based on business requirements, add workflows with conditional statements.
• Integration for a Seamless Experience
  • Integrates easily with contact centers and third-party applications, reducing call duration and allowing agents to resolve client inquiries in a single call.