gPlex® Desktop/Pop-up feature is natively a unified screen for multi-channel and multi-source. Integrated design tools allow a supervisor to create screen temples. Each block of temple connects API and pulls data from multiple data source and presents those on a single page on Agent Desktop. For instance customer profile can be pulled from CRM system while ‘Billing Information’ can come from ‘Billing Database’. It also displays previous Voice, Chat, Email interactions on a single grid. An Agent can see dispositions and agents’ notes (if any) of previous interaction, can read last Chats and Emails. The screen also shows vital information on current call, like IVR-Traversal and IVR hand-off points, Hold time, Language Selected etc.
Use gPlex® CC system and improve your Customer Service