Desktop Connect is an agent productivity solution; it reduces average handling time and improves call outcomes by integrating Avaya contact centres with agent desktop applications.
Desktop Connect quickly enable screen-pop for any desktop application. It provides a toolbar on the agent’s desktop so that they can perform all telephony commands – take call, make call, transfer voice and data – at the click of a mouse.
For agents who navigate between different applications to retrieve or enter data, we create a single user interface to bring them all together, giving the agent a single application that controls data capture and phone.
If the agent uses a CRM like salesforce.com or Microsoft Dynamics, we embed the telephony commands, including click-to-dial, in the CRM so the agent never has to leave the screen.
Each solution listed below is configurable to suit most requirements but can be added to or customised to meet specific requirements if required. Current Agent Productivity solutions include:
- Desktop Connect Express
- Desktop Connect Unified Agent
- Desktop Connect for CRM: Microsoft Dynamics, Salesforce.com, Lagan & eGain