Call Center Modernization: Modernize the Agent Desktop

Legacy call center applications typically present the call center agent with green screens that lack flexibility, usability and simplicity when compared to the mainstream Windows and browser interfaces that most people are accustomed to.

Green screens can be complex and confusing, causing slow response times and the delivery of inaccurate information to customers. And because legacy applications are dependent upon keyboard functions, many users are required to memorize countless commands and codes.

Obstacles like these prevent agents from efficiently moving through the call center applications, adding minutes to customer phone calls and affecting customer service quality. In addition, green-screen-based applications are more difficult to learn, leading to extensive training at a high cost and fast employee turnover rates.

Our call center solution is designed to help companies leverage their legacy-based call center systems to take advantage of new technologies. With Seagull Software’s LegaSuite, you can give your call center employees a simple interface that will help them assist customers faster and provide more accurate answers, while you reduce training costs and turnover rates and ultimately deliver improved customer service.

• Maintain all the functionality and reliability of your legacy application in an easy-to-use interface that looks like the Windows and Web interfaces that users know
• Provide point-and-click controls like drop-down menus, list boxes, radio buttons, and tabs — eliminating function look-ups or memorization, reducing call times and data entry errors
• Improve workflow and user interaction
• Integrate disparate applications into a single presentation experience
• Present a unified view of the customer

The benefits of modernizing the agent desktop environment are felt across your company:

Call Center Agents

• Minimize interaction with host equals improved performance
• Reduce mistakes and increase data entry accuracy and user efficiency
• Simplify and standardize application workflows
• No re-keying of data into multiple apps
• Integrated scripts and call flow (assisted navigation)
• Single Sign-on
• Context sensitive help and “sticky notes”

Business Management

• Reduce call center costs and time to train agents
• Improve average handle time (AHT) and customer satisfaction
• Improve accuracy and provide a more uniform interaction with the customer
• Audit trails and statistics reporting
• Eliminate manual and paper processes
• Open new channels of interaction with customers and partners

IT Management

• Fast development and simple maintenance
• Fully integrated with CTI/Softphone
• No changes to e applications
• Accelerate change management to keep pace with business process
• Leverage existing hardware and software assets