Avaya has introduced the new version of its desktop application suite designed for customer service associates. The new application, Avaya one-X Agent, features significant enhancements – including a streamlined user interface, embedded video and improved deployment options – that can improve the productivity and cost-efficiencies of today’s increasingly virtual customer service operations, and enable associates to work more flexibly.
Independent, pan-European research commissioned by Avaya suggests that greater workforce flexibility can boost employee productivity by 51 per cent. Avaya one-X Agent gives customer service associates working from any location – at home, headquarters or a remote location – a simple-to-use interface providing fast access to all of the sophisticated capabilities required to deliver top-quality customer service. Accessible via a customer service associate’s personal computer, it enables businesses to easily extend headquarters-quality customer service capabilities to associates and subject matter experts, regardless of their physical location.
New enhancements driving greater productivity include a re-designed user interface that lets customer service associates better manage multiple customer interactions simultaneously. This helps simplify work item management for the user, while driving more first-call resolutions across customer service operations. The user interface also features new capabilities such as integrated contact lists with ‘click-to-dial’ and ‘drag and drop’ features for conferencing and transfers, giving customer service associates more effective means to reach the right expert and include them in customer interactions.
“Products like one-X Agent enable employees to work from home as effectively as they would in the workplace environment,” said Jirina Yates, Director of EMEA Marketing, Avaya. “This means they are better equipped both to meet the demands of their customers and balance the demands of their personal and professional lives.”