BPMonline Updates Agent Desktop Solution

BPMonline, a global provider of customer relationship management and business process management (BPM) solutions, has announced the release of a new version 7.2 of BPMonline Agent Desktop, a software solution designed to facilitate all contact center processes.

BPMonline Agent Desktop is a an extension for BPMonline CRM which is designed to improve call center agents efficiency, simplify outbound campaign management and inbound case management, reduce strain on administration team thus ensuring the lowest possible cost of operations.

BPMonline Agent Desktop allows seamless integration with   telephony solutions including Avaya, Cisco, and Asterisk as well as other solutions that support TAPI-driver.

BPMonline Agent Desktop also includes multichannel communication and provides outbound campaign management. BPMonline Agent Desktop simplifies outbound campaign management thanks to data solutions for management, filtration and call prioritization. Supervisors can set up new campaigns, and unify information from different sources. The system navigates agents through process steps and automate routine operations, allowing them to obtain a 360 degree view of their campaign targets and ongoing results.

Additionally, the solution offers a comprehensive knowledge base. This includes storing all templates, answers to frequently asked questions and other assets in an interactive digital library. Users can evaluate different materials, share ideas and comments.

Analytics tools are also featured. With BPMonline Agent Desktop, call center managers have full control over operations and can  analyze agents performance and processes efficiency. Supervisors are provided with capabilities to monitor KPIs, generate charts and reports, assess cases volume and root causes.