Agents spend more than 40% of their time to look-up the right information from numerous back-end systems to answer customer queries which results in long wait times and dissatisfied customers. Organizations will need to integrate their CRMs, enterprise applications, multi-channel communications to allow agents to have a 360° view of customer data to provide seamless customer experience.
Servion has built ServDesk, a fully customizable agent desktop for Amazon Connect that unifies all your communication channels, contacts, and customer information in a single desktop interface to provide more personalized and efficient interactions. ServDesk enables the agents to proactively support your customers, rather than figuring out who the caller is and what the call is regarding. They can manage inbound calls, outbound calls, direct messages, and emails in a single pane view to create a seamless customer experience. This keeps things simple for agents to increase their efficiency and productivity.