The agent desktop empowers your agents with everything they need to deliver exceptional customer service. Customer data and applications, session history and context, an agent virtual assistant, integrations and so much more are included in this workspace to optimize the agent experience.
AI-Native Agent Experience
AI-Driven Agent Desktop
OMNICHANNEL DESKTOP
One Desktop
to handle every channel
Agents can deliver a seamless experience to customers on their desired channels, whether it’s voice, chat, email or others.
Contextual Handoff
Conversational Continuity
with full context and background
When a customer comes in the call or chat queue, so does the entire context of their conversation. The agent has all the information needed to move the conversation forward, including the intent that triggered the agent transfer, the complete session history and relevant customer information.
Flexible Workspace
Customize and Create
a desktop that fits your needs
The agent desktop is a fully customizable workspace that allows agents to move widgets around and size them to their needs. The console allows for extensibility by embedding external widgets into the desktop workspace.
Collaboration
Work Together
effortlessly with your internal team
Chat internally with fellow agents or supervisors without leaving the desktop. Share your current customer context to allow someone to view your console and advise you in the background.
Agent Load Management
Smarter Agent Load Management
based on activity level
Agent loads are dynamically adjusted based on current conversational workloads. If a conversation goes idle or exipres, the agent load decreases and they are able to add new conversations from the queue.
Agent capacity is also influenced by the individual multitasking capability of each channel.
Audio/Video Escalation
Upgrade a chat conversation to an audio call or a video call with the customer.
Co-Browse & Screen Share
Co-browse the website with the customer or screenshare your desktop.
File Share
Send and recieve files to and from the customers.
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