Knowledge Agent Centers are CRM virtual workspaces which enable customer service agents to convene in real-time with the most appropriate person in a company for addressing a customer inquiry.
Seimen's new ProCenter Agile is perhaps the first integrated Knowledge Agent Centers. The suite lodges a "Team List" window onto user desktops that allow agents to visually monitor the real-time availability of other agents, managers and subject-matter experts across the enterprise. When other know-how is needed, agents can engage available experts in customer issues with drop and click call handling.
[Source: CommWeb]
Comments