Sitel Intelligent Desktop
What is Sitel Intelligent Desktop?
Sitel Intelligent Desktop (SID) is a Customer Experience Management (CEM) platform delivered via the cloud that provides contact center agents with a 360 degree view of all customer interactions across all contact channels.
This modular CEM platform, optimized with agent workflow capabilities, connects to both back-end data sources as well as to desktop applications reducing implementation time, decreasing average handle time and increasing first contact resolution, while improving the overall customer experience.
SID at a Glance
This modular CEM platform, optimized with agent workflowÂ capabilities, connects to both back-end data sources as well as to desktop applications. Â The end result is a seamless blend of CRM applications optimized for an omnichannelÂ environment, all within a highly flexible presentation layer.
Some basic features include:
- Case & Escalation Management
- Customer and Contact Database
- Knowledge Base and Customer Portal
- Real Time Management Dashboards
- Multilingual and Multiregion Capabilities
- Omnichannel Management and Integration such as Voice, Email, Chat Social Media and Fax
A North American Communications client chose Sitel for their project to better connect to the new digital customer, increase customer service relevance, and develop and launch an innovative solution to speed and optimize customer relation performance all while reducing costs. Â They chose Sitel because of our extensive experience managing complex customer relations projects.
Today they continue with Sitel because the new program delivered:
- 11% Csat Net Improvement
- Improved First Call Resolution (FCR) from 87% Â to 96%
Learn how Sitel Intelligent Desktop helped this North American based company:
Don't take our word for it
â€śSitel has put the customer experience at the forefront of brand differentiation for its clients. Sitel has invested heavily in omni-channel solutions in order respond to client and consumer demand for an enhanced customer experienceâ€ť – Frost & Sullivan research
Read Frost & Sullivan’s recognition of Sitel’s SID and Omni-channel solutions:
Meet the Experts
” This is a platform tailored to enhance contact center agent communication, manage efficiency and streamline access to the daily tool set required to deliver outstanding omnichannel customer experiencesâ€ť
â€“ James Bednar, Director of Global Client Solutions
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