Is Your Cisco Finesse Agent Desktop Missing Out These Features?

As per a December 2023 survey report, 95% of customers admitted that excellent customer service is vital for brand loyalty. Hence, the product/service has slipped to secondary and CX has emerged as the primary factor for maintaining brand loyalty.

Exceptional customer services become easier when contact centers equip their agents with the right software/technology. Unified Agent Desktop is the solution to this question - a widely used tool in the contact center sector. Task management becomes a breeze for agents by using agent desktops.

Agent desktops have become a common & integral part of the contact center ecosystem. If you’re reading this, you probably have an agent desktop but seeking more to add to it, right?

Read on to learn if your existing Cisco Agent Desktop needs to be revamped. We’ll throw light on how agent desktop can enhance the productivity level of contact center agents and improve metrics like AHT, CSAT score, and FCR.

Every Cisco Agent Desktop Should Have These Features!

You know your Cisco Finesse agent desktop has greater value when it is equipped with the following features.

Access to Customer Database

93% of modern customers want immediate redressal of their queries, says a January 2024 survey. By using agent desktops, agents can easily access customer information they require to offer resolution. This helps in fostering customer relationships & eliminates the need for customers to repeat their queries.

Unification of Multiple Apps

Delivering matchless customer experience and service is quite hectic. A unified agent desktop for the Cisco contact center consolidates all apps in a single pane. This eliminates the need for switching between screens and increases agent productivity.

Pre-Built Gadgets

Agent desktops usually come preloaded with gadgets like a knowledge base, case management, agent scripting, etc., that help in offering a seamless experience to customers.

Benefits That Make Cisco Agent Desktop Great

Just a simple rule of the game - Any tool that enhances agent experience, improves customer service, and automates workflow is a great addition to the contact center ecosystem.

75% of contact centers are using agent desktops but they are still looking for the missing puzzle that makes the tool from better to best - Zendesk report of December 2023.

Boosts Agent Productivity

By using a Cisco Finesse agent desktop, it becomes easier to create custom workflows. This allows agents to handle customer interactions smoothly by reducing resolution time and increasing productivity levels.

Compliance and Security

Cisco contact centers are widely used in industries like healthcare and finance. They should comply with industry standards like HIPAA, PCI DSS, etc., to orchestrate management without compromising business operations.

Adding further, the agent desktop for Cisco Finesse is designed specifically to safeguard sensitive customer information.

Improves KPIs

Delighted customers are always best for the business. Delighting them doesn’t require rocket science, it just needs paying heed to their queries & offering resolution on a timely basis. Integrating a unified agent desktop for Cisco Finesse increases key metrics like the first call resolution (FCR), average handle time (AHT), and customer satisfaction score (CSAT).

Why Data Unification is Vital for Contact Center Agents?

The root cause of poor customer experience is disjointed data. To fix this, contact centers need an agent desktop to unify data. It consolidates the data in a single window pane.

Moreover, it helps the agent to identify who is calling which can be further fostered or acknowledged, as the first step, for establishing a better customer experience.

Using a single, cloud-based platform, unifying data becomes easier for agents. This further helps by improving CX, metrics (FCR, AHT, CSAT), and minimizing workload.

Agent Accelerator by NovelVox works seamlessly across different channels of communication (voice, SMS, email, web chat) to present a customer’s universal profile on the agent’s screen. It amalgamates data across multiple channels into a single database for creating customer profiles. With 75+ integrations, it offers a lot to its users.

Parting Words

Every response, while interacting with customers, should be specially curated by customers because of the different nature of the query. Hence, Cisco agent desktops play a key role in simplifying interactions by equipping agents with a unified view of customer information for catering to the requirement contextually.

NovelVox is a CMMI level-3 certified company in the IT space. It is a leading CX player in the industry with 15 years of experience. The company has a vast product line including agent desktops, wallboards, CTI connectors, chatbots, case management software, agent scripting tools, etc.