Unlock the Potential of Cisco Agent Desktop for Your Contact Center

A study by Accenture reveals that 52% of customers have switched providers in the past year due to subpar customer service. This is huge when it comes to a business’s ROI. In today’s fast-paced world of customer service, contact centers are at the forefront of delivering exceptional experiences. Further, to streamline operations, enhance agent productivity, and ensure customer satisfaction for your organization, you need to have Cisco Finesse Agent Desktop. Wondering why?

This comprehensive blog highlights how a Cisco Unified Desktop empowers contact centers to streamline customer interactions and achieve operational excellence.

Cisco Agent Desktop is a powerful and centralized contact center solution. It empowers agents with a connected digital experience from a single screen, including customer database, interaction/purchase history across different channels, the company’s knowledge base, forums and much more.

Key Features of Cisco Finesse Agent Desktop:

Did you know 86% of customers are willing to pay more for better customer experiences which is facilitated by efficient agent desktop tools. To make the most of it, let’s understand the features -

• Unified interface for multi-channel interaction management: Agents can seamlessly handle customer interactions across different channels, including voice, call, social media, emails and more, without juggling screens or losing conversation context. Ensuring consistent service delivery.

A study by ICMI found that 77% of contact center leaders believe real-time data and analytics can significantly impact agent performance and customer experiences.

Also Read: Track Customer Journeys with Cisco Unified Agent Desktop

• Integration with CRM systems: UCCX Agent Desktop integrates with CRM, Ticketing, EMR/EHR, Banking systems, and more to facilitate agents with quick access to customer data and history for personalized interactions
• Business-specific interface: Upscale agent’s efficiency with built-in, ready-to-use, industry-specific templates. The vertical-optimized interface includes only profile-relevant fields, keeping the distractions away.
• Low-code no-code: Easy-to-use drag-and-drop designer studio to build your own business-specific interface. Optimize agent workspace when needed for enhanced productivity.
• Intelligent call routing: Incoming calls are intelligently routed to the most appropriate agent based on skills, availability, department and customer context for quicker resolution.

A study by Gallup found that organizations providing agents with user-friendly, efficient desktop tools experience a 59% reduction in agent turnover.

• Collaboration and knowledge sharing: Agents can collaborate with co-agents or supervisors with instant access to ‘Agent Personal Phonebook‘ and other pre-built gadgets such as Knowledge Base, Case Management etc., enabling faster issue resolution with relevant conversations.

Benefits of Cisco Unified Desktop:

⦿ Reduces Average Handling Time
⦿ Faster Call Resolutions
⦿ Enhance agent performance and service levels
⦿ Personalize and improve customer experience
⦿ Automate redundant tasks

For Agent:

• 15% increase in agent productivity
• 20% reduced average handling times

For Contact Center:

• 92% customer retention rate
• 59% reduction in agent turnover

Cisco Finesse Agent Desktop is a powerful tool that empowers contact center agents to provide exceptional customer service and achieve operational excellence. Organizations can leverage these solutions to enhance agent productivity, streamline workflows, and deliver personalized customer experiences.

Equip your Cisco Contact Center with NextGen Cisco Agent Desktop today. BOOK A DEMO