UNIFIED AGENT CONSOLE

Agent desktop software is a unified workspace that brings together everything a customer service agent needs to do their job — from customer history and interaction context to communication tools and productivity features.

Instead of switching between multiple systems, agents can view, manage, and resolve customer issues in one place. This makes it easier to deliver faster, consistent, and more personalized support across every channel.

Enterprises are moving to a unified desktop because fragmented tools slow agents down and make it difficult to deliver seamless customer experiences. When agents switch between multiple systems, they lose time and context, which leads to longer handle times and frustrated customers.

A unified desktop gives them a single screen with access to full customer history, case details, and collaboration tools. This helps them resolve issues faster, reduce effort, and provide consistent support at scale.

Agent desktop software helps frontline agents overcome the hurdles they face every day, such as:

• System switching that wastes time and breaks focus
• Repetitive questioning caused by lack of customer context
• Channel overload from handling conversations in silos
• Collaboration gaps that slow down issue resolution
• Reduced productivity and service quality from manual tasks

By addressing these challenges, a unified agent desktop creates a smoother, less stressful workday that allows agents to spend more time actually helping customers.

When evaluating agent desktop platforms, enterprises should prioritize features that directly improve agent productivity and customer experience, including:

• A unified console that consolidates voice, chat, messaging, and social interactions in one view
• AI-powered assistance that suggests next best actions, summarizes conversations, and automates repetitive tasks
• 360° customer context with complete interaction history and case details at a glance
• Integrated collaboration tools that connect agents with subject matter experts and supervisors in real time
• Configurable workflows that can be adapted to business processes and reduce manual effort.

Analytics gives managers visibility into how agents work and where bottlenecks slow them down. By tracking performance metrics such as handle times, resolution rates, and workload distribution, managers can spot inefficiencies and make informed changes to workflows.

They can also identify coaching opportunities, allocate resources more effectively, and use real-time insights to adjust processes on the fly. With the right analytics in place, the agent desktop becomes a tool for continuous improvement rather than just day-to-day operations.

Sprinklr’s Unified Agent Desktop ensures consistent performance for large, distributed service teams by:

• Providing a single platform for all interactions and workflows, so agents everywhere have the same tools and context
• Delivering AI guidance and embedded assistance to keep responses accurate and on-brand
• Enabling real-time performance monitoring so supervisors can detect training needs and assign coaching across locations
• Standardizing workflows across channels to maintain high service quality and productivity regardless of team size or geography.

Sprinklr’s Agent Copilot assists agents by analyzing conversations in real time and suggesting next-best actions based on customer context, sentiment, and historical interactions. It can recommend relevant knowledge articles, highlight coaching tips, and guide agents on the most effective responses. These personalized recommendations help agents act quickly, resolve issues accurately, and deliver a consistent, high-quality experience across every interaction.

Enterprises trust Sprinklr’s Agent Desktop software because it consolidates all customer interactions, context, and tools into a single workspace, reducing the time agents spend switching between systems. AI-powered guidance and embedded workflows streamline routine tasks while keeping responses accurate and compliant.

By combining faster access to information with real-time recommendations, Sprinklr helps agents resolve issues more efficiently without sacrificing service quality, ensuring customers receive timely, consistent, and high-value support.

Sprinklr’s Unified Agent Desktop is more effective than add-on integrations or overlay solutions because it provides a single, seamless workspace built for all channels and workflows from the ground up. Unlike tools that are just patched together, agents have instant, seamless access to customer history, AI guidance, and collaboration features without switching screens or losing context.

This native integration ensures consistent performance, faster resolutions, and fewer errors, allowing enterprises to deliver high-quality support at scale while keeping agents productive and focused.

Sprinklr adapts its Agent Desktop to complex workflows by offering a configurable platform that fits the unique needs of different industries.

• In finance, it supports compliance and handling of sensitive data.
• In retail, it streamlines omnichannel order and support processes.
• In telecom, it manages high volumes of multi-channel interactions efficiently.

Agents get AI guidance, embedded tools, and a unified workspace tailored to their workflows, enabling enterprises to maintain accuracy, speed, and consistency even in the most complex operational environments.