🎧 Call Center Agent Support

Unified Agent Desktop

Single interface integrating phone controls, CRM, ticketing, knowledge base, and chat. Screen pop with caller information and interaction history for personalized service.

All-in-One

CTI Integration

Computer telephony integration with Asterisk, FreePBX, or existing PBX. Click-to-dial, call control, screen pop, and call recording integrated with business applications.

CTI

CRM Integration

Real-time customer data from SuiteCRM, Odoo, or existing CRM systems. View and update customer records without leaving agent desktop interface.

CRM Access

Knowledge Base Access

Contextual knowledge base search and recommendations. Agents find answers instantly with auto-suggestions based on call content and customer issues.

Real-Time Analytics

Live dashboards showing queue status, wait times, and performance metrics. Agents and supervisors see real-time KPIs for informed decision-making.

Quality Management

Call recording, screen recording, and quality scoring integration. Monitor agent performance and identify coaching opportunities systematically.

AI-Powered Assistance

Real-time transcription, sentiment analysis, and next-best-action recommendations. AI assists agents during interactions for improved outcomes.

AI Enabled

Guided Scripts & Workflows

Dynamic call scripts and process workflows guide agents through complex interactions. Ensure compliance and consistency across team.

Omnichannel Support

Unified interface for voice, email, chat, SMS, and social media. Agents manage all customer interactions from single desktop.

Warm Transfer Tools

Seamless call transfers with context passing. Transfer with customer information, call notes, and interaction history to specialists.

After-Call Work Automation

Auto-populate call notes, customer updates, and ticket creation. Reduce ACW time with automated documentation and workflows.

Performance Dashboards

Personal performance metrics, gamification, and goal tracking. Motivate agents with transparent KPI visibility and achievements.

1. Contact Center Assessment

Analyze current agent workflows, pain points, application landscape, and integration requirements. Define objectives and success metrics.

2. Desktop Design

Design unified agent desktop interface optimized for workflows. User experience focused on speed, simplicity, and minimal training requirements.

UX Optimized

3. System Integration

Connect phone system, CRM, ticketing, knowledge base, and business applications. Build custom integrations for proprietary systems.

4. Workflow Configuration

Configure call routing, screen pop rules, CTI features, and automation workflows. Customize based on contact center processes.

Custom Workflows

5. Analytics & Reporting

Deploy real-time dashboards and historical reporting. Track KPIs including AHT, FCR, CSAT, and agent productivity metrics.

6. Training & Rollout

Comprehensive agent training, supervisor guides, and change management support. Phased rollout with ongoing optimization.

Average Handle Time

Reduce AHT by 25-35% with unified desktop eliminating application switching and providing instant access to information.

First Call Resolution

Improve FCR by 20-30% with comprehensive customer context, knowledge base integration, and guided troubleshooting workflows.

Higher FCR

Customer Satisfaction

Increase CSAT scores by 30-40% through faster resolution, personalized service, and consistent quality interactions.

Agent Productivity

Boost agent efficiency by 40-50% with automation, reduced after-call work, and streamlined workflows eliminating manual tasks.

Agent Retention

Improve retention by 15-25% with better tools reducing frustration. Satisfied agents provide better customer service.

Cost Per Contact

Lower cost per interaction by 30-40% through improved efficiency, reduced handle times, and automation of routine tasks.

Insurance Company (200 Agents)

Challenge: 6-minute AHT, low FCR, agent frustration with multiple systems

Solution: Unified desktop with CTI, CRM, and policy system integration

Result: AHT reduced to 4 minutes, FCR improved 28%, agent satisfaction up 45%

Financial Services (150 Agents)

Challenge: Compliance issues, inconsistent customer service, high turnover

Solution: Guided workflows, screen recording, integrated knowledge base

Result: 100% compliance, CSAT up 35%, agent retention improved 22%

E-Commerce Retailer (100 Agents)

Challenge: High transfer rates, long order lookup times, seasonal staffing issues

Solution: Omnichannel desktop with order management and inventory integration

Result: Transfers reduced 60%, AHT down 40%, onboarding time cut in half