Multi-Channel Agent Workplace

Multi-channel engagement across voice, email, chat and SMS channels, with threaded conversations…

Agents can now engage via a dedicated AWP (Agent Workplace), which allows them to review a queue of multi-channel mentions and then move full screen to engage. There is also split screen mode and an internal chat function.

Agents can now accept customer voice calls through AWP. DigiDesk can route calls through network-level IVR, call queuing and skill-based routing. Through AWP, there is also PCI compliant call recording and the option to transfer callers into CSAT surveys.

All customer emails can be routed to a team of agents, with an advanced editor to reply. Chat sessions can be accepted by agents and carried out in real-time. SMS messages can also be routed into engagement and replied to through AWP.

A digital customer profile enables all customer conversations to be ‘threaded’ across social media, voice, email, chat and SMS channels. That ‘single view of the customer’ can be fully integrated with CRM systems, such as Salesforce.

+ Agent Workplace

Agents can now engage via a dedicated AWP (Agent Workplace), which allows them to review a queue of multi-channel mentions and then move full screen to engage. There is also split screen mode and an internal chat function.

+ Voice Channel

Agents can now accept customer voice calls through AWP. DigiDesk can route calls through network-level IVR, call queuing and skill-based routing. Through AWP, there is also PCI compliant call recording and the option to transfer callers into CSAT surveys.

+ Email / Chat / SMS

All customer emails can be routed to a team of agents, with an advanced editor to reply. Chat sessions can be accepted by agents and carried out in real-time. SMS messages can also be routed into engagement and replied to through AWP.

+ Threaded Conversations

A digital customer profile enables all customer conversations to be ‘threaded’ across social media, voice, email, chat and SMS channels. That ‘single view of the customer’ can be fully integrated with CRM systems, such as Salesforce.

Related screenshots

Simply call or click, for more information about threaded conversations, via DigiDesk