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LiveVox's Unified Customer Relationship Management (U-CRM) Agent Desktop is a customizable desktop that empowers your agents by presenting them with the information and context they need when interacting with your customers across any communication channel. U-CRM comes with a variety of features that promote a single-pane of glass so that your agents do not need to manage multiple applications. Built for the agent, U-CRM allows you to customize an Agent Desktop using a What You See Is What You Get (WYSIWYG) editor with integration capabilities to address any workflows.
Admin Guides copy > .UCRMAgentDesktopIntroduction vU15 > ucrm_agent_desktop_overview.png

Admin Guides copy > .UCRMAgentDesktopIntroduction vU15 > ucrm.png

The interface of the desktop, including its layout and the data fields, is defined through a configuration tool called Designer - Introduction.
U-CRM comes at an additional cost. Contact your Account team to enable this feature.

For information about the roles and permissions associated with the U-CRM Agent Desktop, see the User Roles and Permissions section in the Product Documentation Library.

Definitions

An Agent Desktop that is designed using the Designer tool is called a U-CRM Agent Desktop.
You can design different U-CRM Agent Desktops. Each design of the Agent Desktop is called a Designer Desktop.

Benefits

You can use a U-CRM Agent Desktop to:

Trigger workflow events, such as calling an API after a call disposition (that is, after the outcome of a call has been logged).
View and manage lists of assigned records.
Click to contact (voice, email, SMS) records.
In a click-to-contact type of communication, the agent clicks an object in a record to initiate communication with the customer associated with the record.
View and manage the contact information of your customers.
Display statistics about the agent's productivity, term code, and time distribution.
View, manage, import, and export accounts.
View, manage, and track customer requests or issues through tickets.
View the activities or tasks assigned to the agent.
View the schedule of the agent and request swapping of shifts and leaves.
Set reminders for follow-up activities.
View the interaction history of a contact.
Review scheduled callbacks.
Access external web applications.
Use the Knowledge Base portal for finding the information the agent needs to support themselves or assist your customers during any type of interaction.
Record notes.