Next Generation Agent Desktop

Empower your contact service agents with your customer 360-degree view. Provide relevant insights so as to have engaging conversions with your customers at the Point of Service Delivery.

Product leveraged: Service Cloud

Solution Highlights

• Next Generation Agent Console with preconfigured VF enabled widgets for displaying data from disparate sources
  • Transaction History
  • Customer Preferences
  • Case History
• Little data presented to agent for an engaging conversation with the customer
  • Loyalty History including YTD spend
  • Metrics like LTV, CSAT
  • Data from customers’ saved lists
• Recommendations for upsell / cross sell
  • Product extensions / Warranty
  • Next best product
  • Contextual Offers

Business Benefits

• Customer
  • Better Experience – Increased CSAT
  • Loyalty – Increased LTV, NPS
• Customer Service Representatives
  • Customer Service Representatives
  • Better service delivery
• Enterprise
  • Reduced OPEX – C2C, CPO, C2S, FCR, Reduced Transfers
  • Revenues – Increased conversion, AOV, Cross & Up Sell