This section describes the configuration of agents and agent desktops on the SmartReach portal.

  • Agents: The end-user of a SmartReach Agent Desktop who handles voice or digital customer interactions.
  • Agent Desktop: The Agent Desktop is a screen that appears to the agents when they work on customer interactions (Call, SMS, Email, or Chat) using SmartReach. The desktop provides the following information:
    • Customer details
    • Termination codes
    • Optional call controls
    • Configurable widgets through the Extended Panel or Designer panel
    • Configurable contact information (that is, customer resource management), along with targeted scripts, through the Designer Panel

You can configure features, such as Agent Assist, CRM, Accounts, Scripter, and Ticketing.

  • SmartReach's Agent Assist uses speech-to-text processing to provide agents with the necessary information and guidance during interactions and automates vital processes.
  • SmartReach Contact Center Customer Relationship Management (CRM) Agent Desktop is a powerful tool that helps improve agents' efficiency and effectiveness in a contact center environment.
  • The Account section of the Configure tab enables you to manage and configure customer accounts.
  • The Scripter tool enables you to build dynamic scripts to guide an agent through various customer interactions (for example, onboarding, processing accounts, submitting surveys, diagnosing issues, and fulfilling orders).  
  • The Ticketing feature allows contact center agents to create and manage tickets or customer inquiries in a unified interface.

This section contains the following topics.