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Customer Service Experience Management (SEM) delivers the solution with the Adaptive Agent Desktop. The Adaptive Desktop dynamically responds to the needs of your agents during each service interaction. Channel-agnostic and context-driven, the Adaptive Agent Desktop provides access to all of the contextual knowledge and knowledge management , applications, and tools needed to resolve an inquiry. It delivers an interactive experience that leads agents and customers to satisfactory resolution by providing the right blend of process, data, and knowledge at the right moment.

The Agent Desktop offers service managers full control over the service experience. It changes based on each step in the experience process flow designed for the interaction and on the context of the current inquiry. For example, the desktop can respond to the customer segment, such as first-time customer, occasional customer, or gold customer; the reason the customer is contacting the company; and general information applicable to the experience, such as a new product or conditions affecting service. Each of these factors can dynamically adjust and change the information that is displayed to the agent, whether it is transactional information about purchases, customer profile data, product details, company policies, scripts, or the agent’s to-do list.

As service managers build experience flows to model their essential service processes, SEM automatically creates a baseline Adaptive Agent Desktop to conform to each step in the experience flow and provides access to the tools needed for each step. The look and feel of the desktop can conform to corporate standards and can be updated quickly. The baseline desktop can be customized easily using the Screen Designer.

SEM Adaptive Agent Desktop Advantages

• Rich interactive UI dynamically changes to provide the right information and actions at each point in the interaction for targeted, personalized service experiences.

• Inter widget communication in Adaptive Desktop, eliminating the need to constantly re-find information.

• Supports multiple channels, such as email response and phone calls, making it easy to cross-train agents and easing the issues of workforce management between channels.

• Displays any type of information that is available such as data, scripts, customer history, and corporate knowledge

• A complete customer history helps agents understand the context of the inquiry and eliminates the need for the customer to re-explain.

• Model driven experience flows guide agents through complex processes. Scripts can also be generated dynamically for a particular interaction and combined with transactional data.

• Relevant knowledge is easily available with an ability to use the inquiry’s context to  automatically display the appropriate information, saving time and frustration for the agent and customer.

• The agent’s work Inbox can be configured for different agents, populations, and abilities.