SoundBite Intros Agent Portal
September 08, 2008
SoundBite Communications (News
) has introduced a contact center productivity tool called Agent Portal which will soon be available on the SoundBite Intelligent Communications platform.
Agent Portal is SoundBite platform’s agent interface that decreases hold time and increases agent productivity by providing a screen pop on the agent desk top with the contact's account information.
SoundBite offers integrated voice, text and email messaging solutions that help clients convey the right message, to the right customer, using the right channel, at the right time through their automated voice messaging services.
The company says that enterprises can use the intelligent communications platform to deliver messages to customers annually for collections, customer care, and sales and marketing applications.
Agents can sign in; schedule breaks and after the work is over, log out. They will also be informed when receiving a call through a popup screen that contains all the info of the incoming call such as name, id, motive and more.
The platform is largely employed in contact centers and provides center managers with greater visibility into campaign activity and individual agent performance including the ability to view the status of individual agents and real-time information on the current contact if the agent is busy.
Mark Friedman, Chief Marketing Officer at SoundBite said, “While Agent Portal addresses the needs of collection agencies and the collection departments of enterprise organizations, it was designed to provide agents with real-time account information that may be critical for many types of customer interactions. The benefits of Agent Portal will appeal to any organization that wants to cost-effectively improve contact center operations and customer experience.”
Nathesh is a contributing editor for TMCnet. To read more of Nathesh's articles, please visit his columnist page.
Edited by Stefania Viscusi