UNIFIED AGENT CONSOLE
Reduce agent workload by over 50% with a unified agent desktop
Eliminate the mundane routine of switching 6-7 screens to resolve a case. Surface all relevant information and capabilities on a single tab.
Single-screen view of all customer interactions
Ensure consistent conversations across digital and voice
Unify multiple channels on a single screen and reduce average handle time (AHT) by up to 30%. Use Sprinklr’s omnichannel desktop to have concurrent conversations across channels seamlessly.
Gain complete context with the entire customer conversation history
Eliminate the need for customers to repeat themselves across channels using frictionless channel switching. Truly understand and retain case context via easy access to historical conversations.
Add new channels quickly and future-proof your channel strategy
Actively help customers on channels they use by adding new ones almost instantly. Use existing omnichannel automations and AI and avoid rebuilding workflows every time you add a new channel.
Personalize agent desktop with specialized workflows
Create custom layouts using configurable widgets
Use the drag-and-drop UI of Sprinklr’s Unified Agent Desktop builder to create tailored desktop layouts for agents that match their workflows.
Consolidate multiple capabilities into a unified desktop view
Integrate external systems with APIs and embed them into your agent desktop using customizable widgets from the library — no coding required.
Access the agent desktop from any device
Access Sprinklr's Unified Agent Desktop using a responsive web app that adapts to various screen sizes — and a mobile app that’s available for both Android and iOS devices.
Increase first contact resolution with AI-powered Agent Assist
Simplify complex tasks with process automation
Automate agent workflows and let AI manage all routine tasks. Provide agents with end-to-end guidance to ensure faster issue resolution.
Provide real-time assistance to agents
Monitor active conversations and use AI to provide real-time assistance to agents — including course correction prompts, knowledge recommendations, next-best actions and sentiment/CSAT shift alerts.
Provide real-time response suggestions to agents
Enable agents to respond to customers faster using AI-recommended responses. Use Sprinklr AI to review every response — and flag the non-compliant ones in real time to maintain quality of conversations.
Frequently asked questions
Customer service agent desktop software is a comprehensive tool that centralizes access to customer interaction history, data and tools into one platform, making it easier for agents to manage inquiries and support tasks. It empowers agents with a unified customer view, guided workflows and other productivity boosters to deliver more first contact resolutions, uplevel their productivity, and ultimately improve the customer experience.
The key capabilities of agent desktop software are as follows:
- Omnichannel Support: Maintains seamless communication across channels, ensuring consistent service, whether through voice or digital platforms.
- Conversation History: Offers agents a comprehensive view of a customer's interaction history, enabling informed and personalized responses.
- Guided Workflows: Guides agents through specific pathways for faster resolution of complex issues.
- AI-powered Response Assistance: Gives agents a quick boost with smart, AI-suggested replies that feel human and hit right on what customers need.
- Unified Desktop View: Integrates various tools and external systems into one screen through APIs, easing access to information and functionalities.
- Customizable Layouts: Allows for the creation of personalized agent desktops with configurable widgets to suit different workflow needs.
Agent desktop software may also boast a powerful Agent Assist capability that equips service agents with next-best actions, contextual recommendations and other capabilities that make every customer conversation a ride with no speed bumps.
Agent desktop software streamlines customer service by pulling together all the tools and information agents need into one spot. This means they can limit the number of screens they need to jump during live interaction, where every second counts. They can switch between chats and calls without losing the thread, quickly pull up customers' history, and get AI-powered hints on what to say next.
If you use Sprinklr, you also get the advantage of generative AI that helps you get data, tonality and relevance just right in real-time, so agents are always confident in the information they relay to customers.
Yes, agent desktop software can integrate with your existing systems to limit the friction agents face during interactions. It can integrate with your CRM, helpdesk, ticketing software, email automation solution, etc. In fact, advanced solutions can even integrate with an AI-powered knowledge base to surface specific insights from a large library of extensive information.
Here are some of the benefits of using agent desktop software for businesses:
- Boosts first-contact resolution rates by arming agents with immediate, comprehensive consumer insights, similar cases and ready-to-use responses.
- Boosts team productivity by consolidating resources and reducing system-switching.
- Facilitates channel-switching for both agents and customers with complete ease without losing the rhythm of the conversation.
- Allows agents to access and manage their workday remotely on any digital device.
- Empowers agents to leverage AI to detect sentiment and CSAT shifts for targeted troubleshooting.
Sprinklr resources
Learn more about what agent assist is, why contact centers need it and how it can help improve your customer service.
Learn more