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- The ability to reduce handle time
and avoid the agent doing these
repetitive, mundane tasks,
so logging into applications,
third-party applications,
doing customer search in multiple places,
being able to open cases, automatic notes,
automatic disposition.
All these functions, we're
able to automate for the agent.
There's really no human
brainpower that needs to involved,
and that is just a repetitive task
that involves a bunch of
clicks and keyboard strokes.
We take anything that is
pure keyboard strokes,
mouse clicks, and we automate it.
- You can limit the mistakes
that the agent does.
By doing things automatically
in the same way every time,
you're basically enforcing
that things are done the same way.
There's another benefit,
which is providing the agents
with information as they need it
instead of them going
and searching for it,
so that saves a lot of time.
- There's obviously the
reduction in handle time.
So if I'm able to take
these 15, 20 seconds
away from the agent, let
him focus on the customer
in the meantime,
create a more meaningful
interaction with the customer
while we're saving them
all this time, why not?
We can use the desktop automation
to monitor agent activity
and gain insight into
how the agents operate
within their workstation environment,
within their different
applications that they're using.
Finally, doing things the
right way, the right process,
and reducing time will
often mean that the customer
on the other end of the line waited less
and got a more accurate result.
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