SOAdesk Overview
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- 2. Analysts see the next BIG thing…Contact BabelConcluding Paragraph of 2008 US Contact Center Report“Our own view is that while the industry is growing in terms of increased call volumes, more needs to be done to increase the effectiveness of agents.The high levels of wrap-up time and non-call time is worrying, as almost 40% of an agent’s time is spent doing something other than talking to customers.Agent desktop optimization – putting the right things on the desktop at the right time in the conversation, without disrupting the underlying system functionality – is starting to be exploited, especially in large contact centers with multiple, complex processes and legacysystems.”
- 3. Too Many Screens, Steps & SystemsCumbersome workflows
- 4. Long AHT & holds, low FCR
- 5. Copying and pasting of data
- 6. Compliance and validation processes
- 7. Multiple / continual logins
- 8. Loss of focus on caller
- 10. Missed cross- and up-selling opportunities
- 11. Agent turnover1
- 12. IT ChallengeNeed to keep UI Changes like prompting, procedure changes, promotion changes, etc… from disrupting more important initiatives like building web services
- 13. Need a solution today for the business that will fit with tomorrow’s architecture
- 14. Need a desktop that allows for virtualization, cloud computing and SOA initiatives to move at their optimal pace
- 15. Need objective, accurate and timely data on the behavior of the desktop applications through desktop intelligence
- 16. Need C#/Java skilled resources for new application integrations v costly and rare application or database specific expertise
- 17. Need a visible benefit to business to justify longer term SOA or legacy migration initiatives
- 18. Need a CIO100 Award for innovative business solution!4
- 19. The Solution…United Desktop®DrivingMeasurably more profitable interactions.
- 20. United Desktop®Desktop Integration alone does not provide re-entrant workflow, business-configurable UIs or blended analytics for dashboards and historical reporting.Web ServiceSatisfactionAbstractionSurfaceMAPIDirect LinkDatabaseSOA ProviderReportingPersistenceComposite ScreensScriptingWorkflowEnterprise UsersE-Mail
- 21. United Desktop® provides the solutionCumbersome workflows
- 23. Copying and pasting of data between systems
- 25. Navigation to find information
- 26. Multiple / continual logins
- 27. Data entry errors and omissions
- 29. Business User & Customer Attrition
- 30. Loss of focus on customerSimple, Repeatable & Profitable Service Delivery