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Major update of BPMonline Agent Desktop to Deliver Advanced Tools for Improved Contact Center Productivity
BPMonline, a leading global provider of customer relationship management (CRM) and business process management (BPM) solutions, is excited to announce the release of a new version 7.2 of BPMonline Agent Desktop – software designed to facilitate all contact center processes.
BPMonline Agent Desktop is a highly-demanded extension for BPMonline CRM designed to improve call center agents efficiency, simplify outbound campaign management and inbound case management, reduce strain on administration team thus ensuring the lowest possible cost of operations.
BPMonline Agent Desktop allows seamless integration with the world’s most popular telephony solutions: Avaya, Cisco, and Asterisk as well as any other solution that supports TAPI-driver.
Why BPMonline Agent Desktop?
- Engaging user interface for improved agents efficiency. Robust and intuitive interface consolidates all required information to boost contact center agents productivity. BPMonline Agent Desktop has social look and feel, the interface is clean, easy to use and navigate. Prompt access to all the needed information, simplified and streamlined operations reduce time spent on routine tasks and boost agents engagement.
- Multichannel communication. All communication channels — phone, email, social media — are harnessed under a single process.
- Simplified outbound campaign management. BPMonline Agent Desktop simplifies outbound campaign management due to robust tools for data management, filtration and call prioritization. Supervisors can easily set up new campaigns, unify information from different sources. The system will navigate agents through process steps and automate routine operations. The agents obtain a 360 degree view of their campaign targets and ongoing results.
- Comprehensive knowledge base. The solution allows storing all templates, answers to frequently asked questions and other assets in an interactive digital library. Users can evaluate different materials, share ideas and comments.
- Sophisticated analytics. With BPMonline Agent Desktop call center managers have full control over operations and can easily analyze agents performance and processes efficiency. Supervisor is provided with vast capabilities to monitor KPIs, generate charts and reports, assess cases volume and root causes.