Intelligent Agent Desktop

INTELLIGENT AGENT =Desktop= There is a growing need for a consistent, single customer view as consumers engage with organisations across an increasing range of channels, including voice, mobile, social, chat and smartphone apps. The Answer.. An Intelligent Agent Desktop Problem LOTS OF DATA AND APPLICATIONS One 000 00 + 40% mplsystems queried over 200 UK call centres and found that over half required their agents to use five or more different applications to serve customers of an agents time is spent extracting information from different databases. 23% actively used more than 10 different applications. Problem GROWTH OF CHANNELS Two & NEED TO PROVIDE CONSISTENT EXPERIENCE Customers are changing the way they request customer service.. 30% 54% 22% of consumers of consumers of consumers are using social media for customer service showing a preference state email is their for web chat preference Businesses are starting to offer more channels for customer service.. 37% 93% 44% of businesses offer email of businesses offer social media of businesses offer web chat However, businesses are failing to deliver a joined up customer service through lack of channel integration in the contact centre 5% 10% integrate web chat integrate email integrate social Customers expect to be recognised, their previous interactions remembered and for the process to be seamless regardless of channel or device The Solution Intelligent Agent Desktop Did you know? www 74% of the UK would change supplier based on a poor experience with the contact centre. Intelligent Agent Desktop Provides a Single View of the Customer Customer Interaction Back Office Applications Multi-Channel Integration Back Office lntegration The solution is to re-use existing applications and systems, combining them into a thin layer to create the intelligent desktop CLIENT STATISTICS FROM USING INTELLIGENT DESKTOP Key Results 18% 25% 30% Increase of over 25% 30 - 40% increase in Improvement in response rates in agent efficiency lead success rate Balfour Beatty FordRetailOnline WorkPlace ICK ROWEE UY babcock mplsystems mplsystems next generation intelligentDesktop technology enables businesses to create and customise their own "smart" agent desktop quickly, using a simple drag and drop, fully configurable "no coding" model. mpl Find out more www.mplsystems.co.uk