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エージェントデスクトップとは

エージェントデスクトップは、お客様が希望するチャネルで企業が苦労なくカスタマーサービスを提供できるようにするクラウドソフトウェアアプリケーションです。強力なコミュニケーションプラットフォームであるエージェントデスクトップは、コンタクトセンターのエージェント、スーパーバイザー、事務員がお客様との関係を構築し、電話、チャット、メール、テキストメッセージングなどを介して効率的に要求に応えるのに役立ちます。

対話を容易に行うために作成されたエージェントデスクトップを使用すると、任意のウェブブラウザーからあらゆるロケールの人々と対話できます。通話とメッセージ送信に必要なのは、高速インターネット接続とヘッドセットだけです。これらの対話を通じて、お客様のケースの管理、問題の解決、お客様との有意義な関係の維持が可能になります。

エージェントガイドでは、コンタクトと呼ばれる、お客様との対話の種類と、ケースを管理するさまざまな方法について詳しく説明します。

エージェントがお客様のJeanneからの通話を処理します。

サポートされるチャネル

エージェントデスクトップは、あらゆるメディアチャネルでお客様とのすべての対話を容易にします。 チャネルとは、お客様が事業者に連絡するために使うメディアを言います（例：音声通話、チャット、メールなど）。カスタマーサービスの性質上、ほとんどのお客様は、問題の解決やリクエストのために、利用可能なチャネルでコンタクトセンターに連絡します。エージェントデスクトップは主に対話とケースに焦点を置くため、エージェントガイドは、サポートされているメディアチャネルを介して対話する方法に焦点を当てています。

Agent Desktop recognizes the following channels:

• Phone calls
• Chat
• SMS
• Social messengers
• Email

By incorporating so many channels, Agent Desktop enhances your ability to fulfill customer needs. Each interaction can be catered to the customer’s channel preference, allowing you to provide the best experience possible.

For example, a customer who reaches out to you on the phone can ask to continue the interaction via text/SMS instead. Or, a customer who starts chatting with you on your company’s website can be switched to Facebook Messenger or another social messenger. This flexibility helps you to provide consistent customer service across a variety of channels.

Omnichannel

The ability to handle multiple interactions of different types is called omnichannel. Not to be confused with multichannel, where your contact center is simply able to provide customer service over multiple media channels, true omnichannel is when your contact center offers customer service over multiple channels and agents can handle more than one active interaction, of different types, at the same time.

For example, let’s say you are helping Customer A to schedule an appointment via web chat and you see an incoming call request from Customer B. You accept the call, start talking to Customer B, and while talking, you’re able to wrap up the web chat with Customer A. This ability to handle these different types of interactions simultaneously is omnichannel.

Bright Pattern's omnichannel routing system intelligently calculates your capacity to handle various interactions, and routes incoming interactions to you automatically based on your skills and availability. The system ensures that you will only receive the interactions that you are able to handle.

Personalize Interactions with Agent Desktop

Bright Pattern builds in automatic identification and activity history (called activities), ensuring that when a call comes in, you already know who the customer is and why they are calling. Known contact and case data can be screen-popped to your Agent Desktop, helping you to review the customer’s previous interactions and personalize the call you’re having.

Driven by integrated AI, sentiment analysis across channels allows both agents and supervisors to zoom in on problematic interactions on the fly, as well as understand a customer’s overall case. During any interaction, a happy, neutral, sad, or angry face icon provides an instant snapshot of customer satisfaction.

All phone calls, chats, emails, texts, messenger messages, video chats, case notes, call recordings, chat transcripts, and more, are wrapped up in a customer’s activities, making it easy to know your customer, at a glance. You spend less time looking for information when you can see all customer activities on Agent Desktop.

Campaigns

So far, we’ve discussed the inbound calls, chats, and other interactions that you’ll likely have on Agent Desktop. If enabled for your contact center, the outbound interactions you have with customers will be initiated through campaigns.

Campaigns are preconfigured call lists that allow your contact center to reach out to customers. Crucial to many contact centers, campaigns are usually centered on a specific topic (e.g., surveys, sales, etc.).

Agent Desktop allows your contact center to conduct different types of campaigns, including predictive, progressive, and preview.

Intuitive UI

Designed to improve agent productivity, the Agent Desktop user interface places all tools and functions at your fingertips in a single window. From one screen, it’s easy to send and receive calls and messages from your team and customer service queue.

Talk and chat using the your choice of phone (e.g., built-in softphone, hardphone, etc.) and take advantage of robust messaging capabilities, while viewing customer cases, managing contacts, handling emails, scheduling follow-ups, and much more.

Deliver consistent customer service across multiple channels using AI-assisted suggestions from integrated chatbots, along with company-approved replies, templates, and training articles in the knowledge base.

The dashboard displays at-a-glance metrics for yourself and your team, helping you to meet team goals faster.

Automated quality management features help your supervisor to monitor team calls and interactions, provide help during conversations, and review transcripts and recordings to evaluate and boost agent performance. Whenever you need help, just flag the interaction to get your supervisor’s attention.

Thanks to advanced tools and tech, everything is presented in plain view, in the same browser window, so you can keep active interactions and important details in focus without having to Alt+Tab to another window.

Be sure to explore the Agent Guide to learn more about Agent Desktop's features and user interface.

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