Integrated Satisfaction.
GAdvance Agent Desktop can be seamlessly integrated into even the largest CTI contact center environments, and is configurable per agent. It offers all the latest telephony functions, including conferencing, transfer, and automatic number pre-processing from leading 3rd-party systems such as Siebel, Salesforce, SAP, Microsoft CRM and many more. This gives your agents valuable heads-up information, often showing the reason behind the call. Has there already been written or fax communication? Who has previously spoken to the customer? Could this be an up-sell opportunity?
Better Service, Higher Revenues.
Continually updated individual and group utilization figures keep your agents on the ball, leading to better service. For example, if no qualified team members will be available for some time, agents can arrange a call-back appointment. “Phone rage” becomes a thing of the past. The customer feels valued. GAdvance Desktop also shows how long a customer has been waiting, so agents are prepared for frustrated callers and can begin to defuse any resentment with that very first greeting.
