Mash up customer service desktops
Compose seamless applications. Re-use functionality across teams and channels.
Great customer service should be simple, consistent and built around the customer, not how your company works.
With Corizon, assembling and combining the functional applications needed to deliver that service becomes possible.
- Give your call centre agents streamlined, process-based desktops that let them become customer, not system focused.
- Power interactions via different channels with consistent, familiar application components.
- Make change business-led and collaborative.
- Easily outsource and partner.
Flexible integrated agent desktops
Call centre desktop integration requirements challenge IT to bring functionality from multiple sources into a seamless, easy to use application that matches the task that each type of agent is trying to perform.
The current options aren’t attractive:
- Boil the ocean with a development-based approach - code a single monolithic application, or customize an enterprise application (typically CRM). Either way the result is expensive, slow and inflexible – as the number of standalone applications and do it yourself (“guerrilla”) applications in call centers will attest.
- Use a set of tools that enable integration on the user’s desktop to bring existing applications into a set of “tabs” that offer rudimentary linking between the applications. Apart from the fragility of relying on integrating on the user’s PC, the fact that it requires deep technical skills to implement and change and the unfriendliness of this technique for providing remote access to functionality, the bottom line is that the applications remain disjointed on the agent desktop, so the business benefits sought are hard to demonstrate.
In contrast, desktops powered by our software provide task based applications built collaboratively with the business around the requirements of each group of users without the burden of complex development. This is only possible becasue Corizon allows pre-fabricated pieces of application functionality to be easily "mashed together" for each scenario and channel:
- Remove sign on overheads with in-built single sign-on (SSO) functionality.
- Assimilate internal and partner / supplier applications into agent workflow.
- Leverage thin client delivery to reduce management overheads. Simplify remote access and delivery to outsourcers.
- Easily and reliably scale to large user groups.
Our software integrates easily with telephony and Customer Interaction Management technologies to provide a complete experience for agents and call centres. Our call centre partners provide best of breed solutions that combine Corizon with Customer Interaction Management products to provide an end to end solution for call centre transformation.
User impact
The combination of seamless UI and local control mean that the performance of agents and processes can be transformed.
- Agents can learn their jobs more quickly, cutting the challenges of churn and capacity expansion.
- More calls are answered right first time with less escalations as agents can have access to a broader set of functionality and information without being overloaded by multiple different applications.
- Cross-sell and up-sell strategies can be implemented more successfully as they can be prompted and enforced in the user interface, and agents have more time to talk to customers rather than just fight with applications.
- Agents can multiskill and support white label partners more effectively as the desktop can adapt to the task at hand within a familiar framework.
User activity monitoring capabilities mean that at the same time as usability and functionality are improving, so are process audit and measurement.
- Monitor performance against SLAs and key performance indicators.
- Provide detailed audit information on user and system performance for regulatory and compliance requirements.
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