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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.

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Benefits

360° View of Customers

360° View of Customers

ServDesk unifies all your communication channels, contacts, and customer information in a single interface to provide more personalized and efficient interactions.

Improved First Call Resolution

Improved First Call Resolution

Agents are empowered to the right information with the seamless integration that ServDesk offers. This results in improved first call resolutions and lower wait times.

Enhanced Customer Experience

Enhanced Customer Experience

ServDesk empowers agents to provide instant answers to customer queries, that enables uninterrupted and hassle-free customer experience

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Features

  • Contact Center Integration

    (Integrates seamlessly with Amazon Connect)
  • Omnichannel Unified Agent Desktop

    (Voice, Chat, SMS, Social Media, Email and Task channels)
  • CRM Integration

    (Integrates with leading CRMs – Salesforce, MS Dynamics, ServiceNow and custom applications using REST APIs)
  • Outbound Dialing

    (Click to call and automated preview dialing)
  • Inbuilt customer store

    (Screen pop and interaction history)
  • Agent Assist

    (Canned messages, call guide and knowledge base integration)
  • Wrap-up Tags

    (Call wrap-up with appropriate tags for reporting)
  • After office-hours voicemail and chat

    (Ability to handle after office-hours voice calls and chat messages)
  • Admin Console

    (Configure and manage feature access by role)
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CX thought leadership, best practices and success stories

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