CONTACT CENTER INEFFICIENCY MEETS ITS MATCH WITH NEW SMART TECHNOLOGY
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| The quality and stability that Smart Client Framework provides is very promising, as it fulfills the requirements of a high-performance contact centre solution.
Peter Weiss,
Executive Vice President Customer Care,
T-MOBILE AUSTRIA |
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Do conversations between your agents and your customers include statements such as: “We just have to wait a minute while my system comes up”, “I don’t have access to that information”, or “Let me transfer you”? If so, then it means that your contact center interactions aren’t efficient enough. Multiply these inefficient interactions by hundreds, or even thousands of agents, and it can cost your company millions of dollars, not to mention the negative impact it has on your customer relationships .
And what about the administrative side of running your contact center? Do you have to roll out CRM software changes to each and every agent desktop? Are you faced with high agent training costs? And are customizations difficult and time-consuming to carry out?
With all these contact center challenges to overcome, how can you find the right balance between efficiency and cost? But that’s exactly where Amdocs, a multiple-award winner for contact center solutions, can help. We’ve created Amdocs Smart Client Framework , a state-of-the-art presentation layer powered by Java, that intelligently manages the interactions between users, such as contact center agents and billing representatives, and business systems.
It doesn’t just help your agents to become more productive, but it also reduces your overall total cost of ownership. Now, that’s smart!
Increases user efficiency and usability by:
- Reducing system waiting-time through its use of high-performance, compiled-Java code
- Supporting a multiple document interface (MDI) environment, allowing users to multi-task easily
Increases your developers’ efficiency with:
- Easy-to-use tools such as a drag-and-drop form editing tool
- Built-in features and no need for coding, to easily customize the user interface to meet their needs
Makes central management easier:
- Distributes changes centrally, eliminating the need for technical assistance at the individual desktop level
- Gives IT organizations more control by giving them the option to tightly schedule the delivery of application changes to desktops at designated times
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