Support, services, and sales teams use and interact with a wide range of sophisticated solutions each day, thereby, requiring a contact center user interface to be user friendly, intuitive, and obvious. With the rapid pace of software development and advancement, business communications are expected to be conducted much faster than ever before. Organizations expect more human interactions to be performed with better turnover and results, such as:
- Better first contact center resolution rate
- Lower contact center handling times
- Increased contact center conversation rate
Traditionally, support, services and sales teams deployed many software applications to meet their own communication needs and company’s objectives, none of which were cross-functional. The contact center user interface not only needs to consolidate their range of requirements into one unified, cross-functional solution, but needs to conform to the way users and business processes will work, as well as integrate seamlessly with other important applications, like the CRM.