Agent Screen Consolidation
Many call centers still rely on legacy "green" screen applications. In order to enter or retrieve customer data, agents must navigate through disparate applications and an extensive number of screens in order to access the information that is needed.
These legacy applications have become a roadblock to improving productivity and service levels – in fact, they impede the ability to provide the service quality that is critical in today’s competitive environment.
Today, M&C Associates is working with many enterprise contact centers, to optimize the delivery of legacy applications to the agent desktop with an intelligent web-based interface.
Through a simple process, we can consolidate legacy green-screen applications, into a structured, user-friendly graphical web interface on your agents desktop. This is a non-invasive process and works without changing your host application.
We will completely customize the web interface based on your specific requirements and goals. This will facilitate dramatic improvements in call center performance.
Contact M&C for more detail about our Agent Screen Consolidation service.