Contact Center Solutions Featured Article

Enghouse Interactive Unveils iAgent Contact Center Agent Application

November 16, 2012

Serious time and resources are devoted to continually improving contact center technology, which is at the heart of many companies nowadays. Enghouse (News - Alert) 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 (News - Alert), 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.

Want to learn more about the latest in communications and technology? Then be sure to attend ITEXPO Miami 2013, Jan 29- Feb. 1 in Miami, Florida.  Stay in touch with everything happening at ITEXPO (News - Alert). Follow us on Twitter.




Edited by Braden Becker

Article comments powered by Disqus

Related Contact Center Solutions Articles

What it Takes to Deliver a Superior Customer Experience

For enterprises large and small around the world for the past several years "Improving the Customer Experience" has become a C-level priority. Some might even say customer experience (CX) has become a preoccupation. The challenge for everyone who is a stakeholder in developing ways to improve CX is in divining the answer to a straightforward but devilish question, "What does it take to deliver a superior customer experience?" [ Read More ]
09/02/2014

Big Data: Changing the Recruitment Process

Big data is having an impact on every aspect of business today, and recruitment is no exception. Many HR managers are increasingly turning to big data to find the right people for the right position. This idea of using big data for recruitment is called people analytics, and has been adopted extensively by many companies, especially those in the call center industry. In fact, call centers have been one of the biggest beneficiaries of people analytics because of its high attrition rates and the d… [ Read More ]
09/02/2014

Mobile UC Benefits From 'Interactive Virtual Queuing' For Efficient Customer Care

A recent study commissioned by Nuance of 1,000 American consumers, confirmed the changing needs and concerns for customer service brought about by smartphones and online self-service applications for information and simple business transactions ("mobile apps"). Eighty-two percent of consumers only contact customer service when they can't resolve their needs online by themselves. [ Read More ]
09/02/2014

How to be the 'Squeaky Wheel' of Customer Service

Sometimes getting customer service can be tougher than anyone might expect. It's easy to think that, particularly these days, businesses will go to just about any lengths to get and keep customers, but when it comes to customer service, that's not always the case. However, there are ways that customers can, at least somewhat, force the issue, and get great customer service out of a company, even when it would seemingly rather not provide that service. Squeaky wheels, after all, get the grease, a… [ Read More ]
09/02/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!