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.