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.
- 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.