Agent Desktop
Improve your agent interactions with your customers by implementing smart agent desktops to increase your customer satisfaction. This means integration to existing business applications such as CRM and self service, and creating a desktop environment that enables agents to service customer interactions quickly and effectively. The goal is ease of use to your agents, and faster service for your customers. Common agent desktop functionality is tightly integrated into the agent's softphone and legacy applications, and includes the following:
- ACD Functionality (Login/Logout, Ready/Not Ready, etc.)
- Call Control (Answer/Disconnect, Transfers, Hold, Bridge, etc.)
- Real-time Statistics (Agent, Queue, Contact Center)
- CRM and Legacy System Integration
- IVR Navigation History
- Screen Pop
PTP has agent desktop templates and tools that reduce the risk and cost in integrating with legacy applications and building custom softphone solutions. PTP has implemented agent desktop solutions with all of the leading CTI products in both premise and hosted models.
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