Customer Service

The Unified Agent Desktop in Field Connect built on Microsoft Dynamics 365 provides customer service agents with a single, streamlined interface to manage all customer interactions. By bringing together all the tools and data they need in one place, it boosts agent productivity, reduces handling time, and improves the overall customer experience. 

Why the Unified Agent Desktop Benefits Your Organisation: 

• Single Interface for All Channels: Agents can manage customer interactions across multiple channels—phone, chat, email, and social—without switching between different systems, ensuring faster and more consistent service. 

• Instant Access to Customer Data: Customer histories, case details, and knowledge articles are available at agents' fingertips, enabling them to resolve issues quickly and with full context. 

• Improved Agent Productivity: By consolidating all tools in one desktop, agents spend less time navigating systems and more time engaging with customers, improving efficiency and reducing response times. 

• Personalised Customer Interactions: Access to complete customer profiles and interaction histories allows agents to provide tailored, informed responses that enhance satisfaction and build trust. 

• Intuitive Workflow Management: The Unified Agent Desktop guides agents through cases and tasks, ensuring each issue is addressed in the most effective way and that important steps aren’t missed. 

• Real-Time Collaboration: Agents can collaborate with colleagues and managers on complex cases without leaving the desktop, improving resolution speed and team alignment. 

• Enhanced Reporting & Insights: Managers can track agent performance, case handling times, and customer satisfaction in real-time, helping to identify areas for coaching or process improvements. 

The Unified Agent Desktop helps your service teams deliver seamless, efficient, and personalised support, creating more positive customer experiences and boosting agent satisfaction.