Providing agents with the necessary tools to effectively and efficiently engage with consumers is central to building an excellent customer experience and driving overall contact center productivity.
Genesys offers innovative and easy-to-use webbased agent productivity tools to communicate over the voice and SMS channels as part of its Proactive Customer Communications solution to enable businesses of all sizes to improve profitability by maximizing agent productivity and driving the bottom line.
Individual agents simply login to the Genesys Agent Portal to indicate their current availability, schedule breaks, receive and respond to incoming calls and texts, and disposition interactions. Agents can also review and input data associated with their current call or text dialog, such as account information, amount past due and loyalty program status.
Agent Voice Portal (AVP) delivers a blend of inbound and outbound calls directly to the agent’s desktop, including predictive, preview, and manually dialed calls as well as those delivered from inbound and outbound IVRs. The agent voice portal eliminates ring and hold time delays, and increases agent productivity by delivering a customized screen pop to the agent desktop with the contact’s account information. AVP also provides customized agent workflows via agent scripts and customized call dispositions for agents to accurately manage contacts. Additionally AVP provides call controls such as transfers, callbacks and recording pause and resume.
Agent Text Portal (ATP) enables organizations to bring text messaging into contact centers by using a combination of automated and agent-assisted text dialogs. Texts that require special handling are escalated to agents who send pre-defined responses or write free-form texts back to the customer. Using ATP, agents can handle multiple customer text dialogs simultaneously and they can view history and details of customers’ text conversations, and text chats can transition seamlessly from automation to agent-assisted based on the customer’s most recent response. Agents can also opt-in or optout customers from future text messages too.
The Genesys Agent Portal also provides contact center managers with scheduling and supervisory tools such as monitor-coach-barge, real-time agent status, agent permissions, and information on the current contact to provide real-time visibility into voice and text campaign activity and individual agent performance.
The benefits of the Genesys cloud-based agent interface will appeal to any organization that wants to cost-effectively improve contact center operations by maximizing agent productivity and improving the customer experience.
