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Unified agent consoles enhance customer experience

Enhance your contact centre efficiency with unified agent consoles that provide comprehensive customer views across all channels.

Equip your customer service reps with an agent dashboard that elevates performance

Higher customer satisfaction (CSAT)

Maximise CSAT by making sure that agent consoles provide all relevant customer information.

Improved retention rates

An intuitive agent console improves engagement and enables them to show empathy and care.

Better first call resolution (FCR) rates

Enable faster resolutions by giving your agents immediate insight into a customer’s situation without having to rely on a script to elicit information.

Lower average handle time (AHT)

Rely on response support tools embedded in the unified agent console to solve your customers’ problems swiftly.

Choose a unified agent console designed according to the best UX/UI principles

Omnichannel agent console

Provide agents with access to a range of diverse features for all your voice and digital channels via a single unified agent console.

Unified agent dashboard

Present, via an agent dashboard, all the relevant information to effectively handle interactions, such as customer profiles, widgets, agent-assisted tools or links to other business applications.

Customer-centric design

Enable personalised conversations with a unified agent console that meets your agents’ needs and displays all relevant information in one place.

Personalised agent profile

Give agents the option to select their avatar, consult KPIs and list of skills, review their past week’s activity and access information relative to their outbound campaigns.

Response support tools

Equip your agents with a toolbox that includes templates, predefined answers, a spell checker, access to a knowledge base and predictive typing.

To make your clients happy, make agent satisfaction a priority! Applying this symmetry of attention in your contact centre is one of the best ways to improve both agent and customer satisfaction.
Elisabeth De Longeaux Product Marketing Manager at Odigo

Elisabeth De Longeaux

Read more about a unified agent console from our expert

Elisabeth De Longeaux
Elisabeth De Longeaux Product Marketing Manager at Odigo

 See a unified agent console in action

  • Improved FCR rates
  • Intuitive agent dashboard
  • Decreased customer effort scores (CES)
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