Integration for Contact Centers / Contact Center
Agent Process Optimization
Your contact center can benefit quickly, within weeks, from Cicero’s ability to improve agent productivity, customer service, operating efficiencies, customer retention, cross sell and up-sell opportunities, training, error reduction, and operating agility. Cicero’s immediate benefits in your contact center include
- Customer Service Effectiveness - Improved application integration, better data quality, improved agent responsiveness and faster access to customer information during the call-adaptive, incremental CRM without the high cost or complexities of packaged solutions
- Better Operating Efficiency - Faster service times, significant reductions in errors and rework, shorter call durations, more complete channel integration
- Higher Customer Retention - More efficient call routing, better alignment of agent skills to customer demand, real done-in-one service, improves customer satisfaction, loyalty and retention
- Higher Productivity - Easier to use, more effective, lower training costs, lower job stress and turnover, greater job diversity and satisfaction, higher agent job performance in all key metrics
- Business Agility - Makes your IT portfolio more efficient, gives agents greater flexibility, easier resource scheduling, staffing and management, much faster deployment of new technologies and business solutions
The Cicero Unified Desktop
Cicero allows you to quickly integrate applications, automate processes, and provide other benefits to your contact center. Learn how Cicero integrates applications by reading more about Cicero Technology.
The Cicero Unified Desktop consists of many features for your contact center including:
Workflow Automation and Business Logic – Cicero streamlines business processes by sharing data between applications and navigating agents through required screens based on the service provided. Using Cicero, contact center managers can identify additional workflows that can be simplified through automation and implement business logic to ensure the required call procedures are followed.
Visual Integration (Desktop, Dashboards, Toolbars) – Customers using Cicero can automate processes using the existing applications running on the agent’s desktop without changing the look and feel of those applications. They can also create a customized Graphical User Interface or create a composite application, toolbar, or dashboard that works with Cicero.
Single View of the Customer – Cicero allows contact centers to create a true 360 degree view of their customers by unifying only the required information from one or more applications in a single view.
Call Insight – Use Cicero’s ability to capture how agents use the unified desktop to get better insight into call activities and to provide improved customer service. Cicero provides the capability to collect data on how the agent navigates applications, the data they enter, and other detailed information.
Single Sign-On Enablement – Manage agent logins by providing a central location to modify credentials.
User and Application Management – Using Cicero’s management capabilities, monitor and take action when users need to be automatically logged back into an application or when an application needs to be restarted without interrupting the agent.
Roles – Create separate roles for users based on their business function. Each role can specific the unique unified desktop that should appear and which applications the user will need to perform their work.
Context-specific Help – Cicero includes context-specific Help where the user can be working anywhere within the unified desktop and click on a button or press a key to get specific assistance depending on what they are doing at that time.
CTI Integration – Cicero integrates with CTI applications and can be used to “screen-pop” applications.
Training Routines – Cicero includes the ability to create training routines that walk agents through procedures, navigating the screens and guiding the agent through the tasks. These pre-recorded routines not only train new agents on procedures but also assist in the roll out of new business processes.
Call Scripting – Script calls based on what the agent is doing. Similar to context-specific help, call scripting provides workflow and call scripts for the agent so they complete the call.
Up-Sell and Cross-Sell - Using business logic and other triggers included in the unified desktop, contact centers can notify agents when it is the best time to up-sell or cross-sell other products and services. This can be included in Training Routines, Call Scripting, or through a window that pops-up.
Business Adherence and Compliance – Using Cicero, enforce business requirements and compliance in workflows by forcing agents to complete the necessary procedures during the call. Using History and Reporting, contact centers can also verify that agents are meeting compliance and other business requirements.
Triggers, Alerts – Create triggers and other alerts in real time based on business requirements. For example, agents can be notified when a system is not available or additional actions can be triggered when agent completes a series of actions.
Call Wrap-Up – Cicero can record the actions the agent took during the call and include these in the call history or call wrap-up notes. This reduces the time the agent spends summarizing what they did during the call and allows them to take the next call.
History, Reporting – Cicero’s extensive history capabilities allows integrators to capture how agents use the unified desktop and any events that take place during calls. These can be stored in a centralized database or collected periodically from desktops for reporting purposes.
IT Notifications – Integrators can use Cicero to notify IT departments when a system fails or is not available for agents. This reduces the number internal support calls and can assist in troubleshooting by providing important information about the applications to the support staff.
