Serious time and resources are devoted to continually improving contact center technology, which is at the heart of many companies nowadays. Enghouse Interactive, a specialist in interaction management solutions, unveiled iAgent, the next-generation agent application for contact centers.
“We have thought strategically about our customers' needs, along with the direction of the industry, and [are] committed to developing a new user interface that improves agent performance, provides deployment and management flexibility and helps maximize the value of every customer interaction,” JR Sloan, product director at Enghouse Interactive, said in a statement.
iAgent is a modern, dynamic and intuitive agent application that helps improve performance and agent productivity, resulting in better agent service and an exceptional customer experience. It is a thin-client Web application that delivers anytime-anywhere access, reduces implementation and training costs, increases security, and simplifies operational management.
iAgent delivers flexibility for agents to work on the premises, remotely or at home, and is accessible via all major browsers, on a laptop or on the go with a Windows-based tablet. It also provides a comprehensive view of all customer interactions in a unified queue, creating a seamless experience for both the agent and the customer; increases agent productivity with improved workflow, efficient navigation, built-in spell check and response libraries that reduce handling times and improve accuracy; enables cloud-based deployment options; and is easy to deploy, set up and manage with a lower cost of implementation.
As indicated, iAgent is built on the Contact Center: Enterprise, a highly adaptable, multichannel platform that enables contact centers to deliver a superior customer experience by increasing agent productivity and improving overall contact center performance.
Enghouse Interactive is a subsidiary of Enghouse Systems Limited, a software and services company. The company recently won the "Innovator of the Year - Large Company" award for the 2012 Arizona Governor's Celebration of Innovation Awards, which honors technology leaders and innovators from across the state.
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