In a complex customer service domain, customers prefer to choose multiple channels to get their problems heard and resolved on priority. As a service provider, you always aim at delivering high quality service and enhanced customer experience across the life cycle of customer service. You prefer a unified solution that not only enables a platform for achieving your client-driven SLAs, but provides a comprehensive solution that would help connect your service delivery team, management, and client as well for an engaging collaborative ecosystem. RAMPgreen Unified Support Desktop delivers effective collaboration experience to stakeholders of your contact center business along with chartered benefits.

With Unified Support Desktop, companies can:

• Deliver advanced customer service across multiple channels such as voice, chat, and IVR coupled with real-time monitoring, extensive reporting, and profound business intelligence
• Engage agents, supervisors, managers, and clients across multiple locations to accomplish your business objectives
• Achieve greater control over staff efficiency through automated case distribution based on agent availability
• Reduce operational cost and service complexity

What Unified Support Desktop offers?

• Multi-channel interactive platform provisioned on Cisco IPCC technology
• Automated call and chat distribution to agents based on availability and skill group
• Multiple chat handling
• Chat transcript emailed to customers
• Real-time call and screen monitoring by supervisors and client
• 100% auto call recording
• Screen barging by supervisors
• Agent-supervisor chat
• Call and chat tagging
• Callback scheduling
• On-demand call processing
• Agent statistics
• Call statistics
• Download and play recording
• View chat transcript
• Extensive reporting
• Intuitive search for call recording and chat transcript

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