Contact Centers

Improve handling times and customer satisfaction with

smart workspaces for any process

The Challenge

Understanding the customer intent, locating the relevant data (e.g. product, customer, history etc) and executing transactions is complex and time-intensive.

Even after IT have spent $millions on ‘integration’ solutions in the data-centre, the agent desktop often remains untouched and unloved. Robotic solutions are great for those processes that are repeatable and where the applications are well-governed. What about those situations where the human touch is either required or preferred?

Handling time

In a multi-application environment, locating the correct application, searching, navigating, copying/pasting and repeatedly requesting the same customer information, causes lengthy handling times and increases customer frustration.

 

Errors

In a multi-application environment, it is difficult to signpost the required transitions between applications. Agents also need to synchronise views of data between each application. This results in operator confusion, re-key errors and ultimately operational, financial or reputational damage.

 

Managing multiple tasks

Front and back-office staff often need to deal with interruptions to call flow. This could be because the customer has changed course or because input has been received from another source/channel. Juggling multiple applications between multiple tasks, often with multiple physical screens helps to increase stress and reduce the quality of outcomes.

 

The Solution

Agents are expensive resources that need to be supported and properly managed. Using them to integrate applications is distracting, costly and error prone. A new approach is required – and one that addresses the needs of the agent desktop.

Workspaces not applications!

Glue42 enables an Agent (or IT team) to configure workspaces in which appear just those applications needed for a specific process. Security permitting, these workspaces will share application data and manage screen real-estate to eliminate the manual tasks described above. What used to look like a crowded desktop with seemingly hundreds of windows is now properly managed, controlled and easy to use.

Why Glue42

Efficient

Handling times are reduced through simpler navigational paths, cross-application search/notification functions and guided user processes

Automated

Critical business data is syncronised between applications, eliminating the need for copy/paste and removing the opportunity for transcription errors

Responsive

Users are better able to assist customers, resulting in improved business outcomes and reduced staff churn

Scalable

Glue42 is live within some of the most demanding contact center environments – with 10’s of thousands of seats deployed globally

Contact Sales

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UK Sales Office

sales@glue42.com

+44 8000 314341

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US Sales Office

sales@glue42.com

+1 212 901 5365

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