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CINCINNATI – December 23, 2010 – While the idea of a unified agent desktop has been around for some time in contact centers, new tools and functionality are helping to reduce agent churn, according to an excerpt of Reducing Agent Churn Through Unified Desktop Tools, a report from research analyst firm, Ovum, provided for free by Cincom Synchrony.

Traditional desktops:

Most interactions between contact center agents and customers involve accessing information from numerous applications that may have their own login requirements and screens. Navigating this information can be difficult and time-consuming, especially when agents are pressured to interact quickly to meet SLAs. The traditional unified desktop simplifies and streamlines these interactions by bringing all relevant information into one user interface. The result is greater efficiency and reduced average handle times.

New Advances:

Unified desktops are “maturing” well beyond simply unifying disparate applications and systems according to Ovum. The challenge to not only drive higher efficiency, but also better experiences and outcomes for both the customer and the agent. Vendors like Cincom Synchrony are responding with enhanced capabilities such as:

  • Intelligent guidance
  • Process automation
  • Knowledge modeling and decisioning for complex and specialized interactions
  • Personalized follow-up and document composition

To view this complimentary excerpt and read more about the maturation of unified agent desktop tools, download the report.