Autumn 2006

An initiative aimed at helping contact centre operators s to "detox their desktops" has been announced by Sabio, a leader in contact centre technology solutions.

Explaining the rationale, the company says that according to recent research, 66 per cent of contact centre agents use three or more separate IT applications when fielding customer calls, and typical UK contact centres can require agents to use up to ten different IT applications during or after a customer call.

As examples, it cites customer management systems, credit card payment and CRM applications, accounts, CTI, incident ticketing and complaints handling. "This can place an unreasonable pressure on agents," the company comments.

To address this challenge, Sabio is adopting the latest service oriented architecture techniques to help bring together disparate business applications and present them through an agent-friendly interface. It is working on this with Corizon, a developer of user process management software.

The result, Sabio maintains, should be a system that enables user-companies to create simplified agent desktops that are more role-specific and whose functionality directly reflects the customers' needs.