Desktop Connect Unified Agent
Telephony enabling the Contact Centre Agent desktop delivers increased productivity through reduced call duration with less training. Geomant’s Desktop Connect Unified Agent provides a unified inbound/outbound toolbar that is easy to integrate with any Microsoft Windows desktop application.
Desktop Connect Unified Agent provides a single desktop telephony interface for both Avaya Communication Manager (CM) and Avaya Proactive Contact (APC). This single interface replaces PCAgent and One-X to provide a single telephony interface to provide telephony control and screenpop using Account Reference provided by APC for outbound and ANI, DNIS, VDN or an Account Reference entered by the customer into an Avaya Voice Portal script.
Desktop Connect Unified Agent can easily be embedded into any .NET or Java application or as a frame in an Internet Explorer browser or used as a separate, always visible, toolbar that is integrated with any Microsoft Windows application to provide the customer screenpop using Send-Keys, DDE, parameterised executable, HTML, .NET or ‘crafted’ URL.
Desktop Connect Unified Agent is particularly beneficial when using Predictive Agent Blend allowing agents to seamlessly switch between inbound and outbound calls without switching applications or using the telephone set.