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The Business Value of a Smart Agent Desktop

Oracle Service Cloud

Despite the array of new technologies enabling customer contact across web and mobile channels, most serious interactions still have to pass through an agent in order to be resolved. Enterprises can push customers toward self-service, but in the end, people often still need to talk to other people. This means that, even in the best of circumstances, the customer experience is highly dependent on the capabilities of the agent manning the phones. That person needs more than skills and a beneficial temperament; they require a software environment that provides maximum space for flexibility, problem solving, and intuitive task switching.

Tags : oracle, service cloud, customer interaction, customer support


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Published:  Mar 24, 2016
Length:  9
Type:  White Paper