Desktop Automation and Analytics have become hot topics in technology discussions in the contact center marketplace over the last two years. As companies realize the impact that improved agent performance can have on the customer experience, it is critical to understand what this solution is – and what it is not. View this presentation by Donna Fluss – founder of DMG Consulting and industry expert – that covers desktop automation and analytics and how companies are utilizing this technology to drive revenue, agent performance and the customer experience cross–industry.
13. Leading U.S. Wireless Carrier
• Real-time guidance = Increased sales
• 360 Customer View = Happier Customers
• Happier Agents = Better Customer Experience
Long hold times
Desktop complexity
Lack of customer data
Work
Processes
Automated22 60% Decrease
in AHT=
14. Large Insurer
Months
to Deploy4 15Percent Faster
System Response
System Response Delays =
Increased AHT
Process Complexity:
Errors & Compliance Risk
OpenSpan Desktop Analytics
Identified system bottlenecks
Revealed compliance gaps
Pinpointed automation needs
15. Large Financial Services
6-Month ROI
Agile Agent Desktop: 14,000 Agents
Results:
• Agile agent desktop + automations deployed within 90days
• Decreased training times
• Increased cross-sell by 20 percent