Genesys Agent Desktop

Your customers have many ways to contact you, including phone, e-mail, and Web chat. This means that your agents must manage multiple channels of communication, and the Genesys Agent Desktop enables your agents to meet the challenge.

The Genesys Agent Desktop provides agents with real-time information about customers, what they are contacting you about, and the information they need to satisfy customer requests during the first call. The Genesys Agent Desktop displays all contacts, regardless of media type, within a single presentation area so that agents can easily manage customer interactions in real-time. The Genesys Agent Desktop comes with a fully integrated soft-phone and is available in thick- and thin-client versions.

Benefits

Agents utilizing the desktop can communicate with customers with a real-time interaction via chat, e-mail, and the phone. Agents can even co-browse with customers, leveraging Web infrastructure to help customers help themselves. The Genesys Customer Interaction Management Platform agent skill levels in order to route the appropriate number and type of transactions (i.e. 1 call, 2 chats, 5 e-mails) to the agent. The integrated desktop allows your agents to help customers in real time with a high level of efficiency and with a minimum of training.

• Enables fast and easy deployments with out-of-the-box desktop applications
• Optimizes multimedia interactions
• Presents customer data in real time for all interactions
• Available in thin client only

	Voice Desktop View larger image Agent Desktop provides a single interface for your agents to use when talking, chatting, or responding to customer e-mail. It uses an intuitive tabbed interface that eliminates the complexity of separate and different interfaces.
	Chat Desktop View larger image The streamlined Agent Desktop design improves agent focus, confidence and productivity in a multimedia environment. Chat conferencing makes it easy for agents to collaborate internally so customers’ issues are resolved quickly.
	E-mail Desktop View larger image The Agent Desktop supports collaborative e-mail with available supervisors to improve the quality of agent interactions.