Dynamic Agent Desktop
Fast, accurate, consistent customer experiences across all customer service channels
Contact centers face an ever-increasing set of challenges that can get in the way of cost effectively and consistently delivering a great customer experience. These challenges include:
- Inconsistency across customer service channels
- Low agent productivity due to outdated and inefficient technology and processes
- Difficulty controlling/reducing costs, increasing total cost of ownership (TCO)
- Keeping up with growth while maintaining high customer loyalty levels
Oracle Service’s Dynamic Agent Desktop gives your contact center agents the tools they need to meet these challenges. This dynamic agent console provides a consolidated view of all customer interactions, configurable workspaces, customizable hot keys, text/messaging responses, and customizable views and filters so contact center agents can deliver consistent, high-quality customer experiences.
Agent console—Benefits
- Increase customer and service agent satisfaction
- Increase contact center agent productivity
- Provide a consistent, accurate customer experience across service channels
- Improve speed-to-resolution rates
Unify and manage multichannel customer interactions
Give your customers a unified, quality brand experience, regardless of the channel they use. With Dynamic Agent Desktop, all customer service channels are managed from a single agent console so your agents can deliver great customer experiences—consistently and efficiently.
The Dynamic Agent Desktop manages all customer interaction channels supported by Oracle Service, including:
- Voice self-service and intelligent routing
- Web self-service
- Email response management
- Live chat, video chat, and cobrowse
- Customer feedback platforms/tools
Additionally, there’s a rich network of Oracle CX independent software vendors who can provide quick pluggable extensions to address community support and social media monitoring.
Oracle Dynamic Agent Desktop supports centralized case (incident) tracking and management across all supported channels; all channel communications are captured and accessible in a single customer record.
Provide the right answers at the right time
Oracle Dynamic Agent Desktop guides contact center agents to issue resolution with contextually relevant, just-in-time knowledge. Industry-leading capabilities include:
| Desktop workflows that standardize customer interaction best practices | A drag-and-drop workflow engine steps agents through as many business processes as needed while automating complexity in the background. |
| Contextual workspaces to support relevant customer interactions | These workspaces present only the information an agent needs in the context of the particular conversation and customer issue at hand. |
| Guided assistance to quickly troubleshoot issues and locate solutions | Quickly guide customer service agents to the correct resolution. Guided assistance also expedites agent onboarding, ensuring that your agents get up to speed faster, solving customer problems quickly, accurately, and to everyone’s satisfaction. |
| Agent scripting for both personalized and standardized conversations | Detailed customer interaction scripts—with branching logic—help service agents enter information logically, especially during any cross-sell and upsell activities. |
| SmartAssistant for suggested answers | Business rules automatically suggest possible answers to customers’ questions or assist in searching the knowledgebase for answers related to an open ticket or current customer session. |
| Standard text | Templates for frequently used responses and needed URLs streamline processes and eliminate errors. |
| Hot keys | Shortcuts for common actions and standard text responses boost agent productivity. |
Oracle Dynamic Agent Desktop—Key features
- Dynamic guided assistance to step agents through workflows with structured and unstructured contextual cues
- Unified data that’s centralized and presented contextually
- Agent scripts and workflow that can be configured by business users/experts
- Service channel integration for seamless, unified customer interaction management through traditional and digital channels
Learn more about Oracle Service Center capabilities