Designed for good experiences. Built for continuous improvement
Design and deploy straightforward agent workflows and efficient, personalized service experiences. Listen to feedback and respond to change in minutes—in tune with business developments and your budget.
When your agent's next moves are clear, service is fast and professional. The Adaptive Desktop puts all the relevant options and information in a single unified desktop—gone are time-consuming searches and ad hoc processes. With the answers right in front of them, agent productivity goes up, and training costs go down.
The SEM Agent Desktop provides a unified view of customer histories across communication channels. Individual activities and preferences come across clearly so that agents can pinpoint problems and offer the best possible response.
Make the most out of every conversation. Whether customers call in or contact you through chat, IM or email, agents have a clear view of customer actions and can respond consistently—guiding customers to the right place every time.
Context drives relevance to bring accurate information and the right options forward—rather than displaying every related option for agents to weed through. A precise scripting language ensures that service reps follow consistent processes and company policy at every twist and turn.
Use robust call-flow templates or design your own. Logical, practical flows put agents in charge of the service they're providing. The result is friendly and professional service, business achieved, and satisfied customers. When business or customer needs change, simply add new directions to the call flow.
