The “Calabrio Unified Desktop”: Cisco Agent and Supervisor Desktops

Agents and Supervisors need tools to keep them informed, productive and connected. The challenge in many contact centers is that agents and supervisors have so many tools, applications and databases to monitor, navigate and update – it starts to have a negative impact on team performance. Customer satisfaction, first call resolution, productivity or efficiency – whatever your contact center objectives may be - the Calabrio Unified Desktops make it easier to keep your agents on track.

Cisco Agent Desktop (CAD) keeps agents productive and enforces best practices by automating transaction workflows, enabling team collaboration and unifying agent productivity tools in a Services Oriented Architecture (SOA).

Cisco Agent Desktop integrates call information (CTI), call control, screen pop, 3rd party enterprise application integration, web and email integration, agent dashboards and alerts, presence and chat tools, softphone, phone books, agent schedules (WFM), task automation and training into a common, easy-to-navigate interface that eliminates keystrokes and minimizes the number of applications an agent must touch to complete a transaction.

• Caller information is presented instantly.
• Integrated business applications provide for easy access and updates to customer information.
• Performance reports provide a snapshot against key metrics.
• A tool bar delivers one-click automation for routine tasks, including training.
• Integration with Calabrio Workforce Management software provides agents with access to their schedules and metrics.

Part of a suite of complete suite of customer interaction and workforce optimization software, Cisco Agent Desktop’s keeps your agents on task, with patented workflow automation that ensures each agent follows the best practices for each type of transaction, and completes each of the required transaction steps with quality and precision.

Cisco Supervisor Desktop (CSD) helps direct agent performance by integrating team coaching and collaboration tools with Calabrio Quality Management, Calabrio Workforce Management, and performance analysis tools.

When customers call agents, supervisors are behind the scenes managing processes and monitoring quality. Cisco Supervisor Desktop lets them monitor call information in real time, and provides the collaboration and management tools they need to meet their team objectives.

Cisco Supervisor Desktop integrates call control, screen pop, 3rd party enterprise application integration, web and email integration, team dashboards and KPIs, quality management reports, presence and chat tools, and re-skilling into a common, easy-to-navigate interface that eliminates keystrokes and minimizes the number of applications an supervisor must touch to monitor, manage and coach their teams.

• Supervisors can monitor agent calls and even intercept a call when necessary.
• To promote team collaboration and coaching, supervisors can interact with agents through presence-enabled chat sessions – without delays or ever putting the customer on hold.
• Integrated broadcast messaging acts like a wallboard to communicate and enforce behaviors for entire teams.
• Supervisors can even manage agent states without leaving their desk and much, much more.
• Integration with Calabrio Workforce Management lets supervisors track schedule adherence and performance against KPIs.

Part of a suite of complete suite of customer interaction and workforce optimization software, Cisco Supervisor Desktop’s presents your supervisors with the information they need, when they needed it, to keep your agent teams performing and continuously improving.