Servicedesks moeten tegenwoordig de communicatie via telefoon, internet, e-mail, chat en whats-app voor verschillende locaties en duizenden medewerkers beheren. Unified Service Desk helpt call center agenten om een compleet overzicht te krijgen van klanten om zo de klantervaring te verrijken. Meer weten? http://avana.de/1W5NOrK

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Unified Service Desk for Contact
Centers
Introduction to USD
Lieke Lucius
Andy
Oosterhoff
Nikola Cace

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2
Contact center challenges

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o Doing more with less resources
o High attrition & Training requirements
o Service as cost center
Contact center challenges
3

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o First Time Right (FTR)
o Decrease average handling time (AHT)
o Provide relevant information at the right time
o Decrease agent training time
o Decrease average after call work (ACW)
Contact center challenges
4
Increase customer satisfaction

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o Multi-tasking environment
o Provide omnichannel support
o A lot of disparate information sources
Contact center challenges
5
Omnichannel Business
Connected Insights and
Differentiated Experiences

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o Multiple line of business applications
o Context switching between customers
o Compliance with complex processes
Contact center challenges
@
Customer
Interaction
Channels

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Features of USD

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What are the features of USD?
8
• Digital
Session
Management
o Ability to handle and switch multiple customer sessions, preserve contextual information,
including telephone, email and chat
Time to value
o Significant reductions in development efforts for call center applications
o Advanced features to integrate external “Screens” with standard adapters for Citrix, Silverlight,
WebApps, Windows and Java apps
Centralized
Management
o Possibility to centrally manage, configure, authorize functionalities and rules (efficient
administrations, speed)
o Single unified interface for accessing all the tasks and applications required to fulfill customer
interaction / CRM processes, based on existing technology and infrastructure.
o Extensive UX possibilities, including role-based differentiation on user and user groups
Integrated
Agent Desktop
Centralized
Management
Integrated
Agent Desktop
Session
Management

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What can we achieve with USD?
An integrated interaction management platform is required to create a single view of the
customer and drive digital service.
Have one view of the customer, across-product
Provide a consistent customer experience, across channels
and along the customer journey
Make customer interactions personal and relevant
Provide low-effort customer interactions, both for
customer and agent

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What can we achieve with USD?
Benefits for organizations
 360 View of customer
in One click
 Successfully
consolidated data for
customers
 Provide enhanced UX
to customer during
face to face session
 Building customer view
ushering Survey
approach (answering
predefined questions
lead to building
customer overview
 Better user experience
with possibilities for
extensive
customization based
on user needs
 Process guidance
(sales & delivery)
 Users from separate
departments
 Agent performance
KPI’s
 Improved reporting
and better overview for
business owners
 Easy manageable
configuration and
business extensible
functionality during
customer session
 Inbound & outbound
email, postal mail,
telephony
 Inbound & outbound
marketing
 Multichannel contact
center
 Multiple integrated
applications (Web
based & Java based
thick client
applications)
 Improved stability and
better performance
 Case management
 Multi Entity – Multi
Field search
 Central entry point
where multiple existing
thin client based
solutions can meet to
enhance user vs
customer experience
 Multichannel
integration regarding
case handling
 Extensive possibilities
for future
improvements
 App launcher
consisting of apps with
auto login, auto
navigation, auto prefill
of customer context
details

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11
THANK YOU!
Questions?
info-nl@avanade.com