The Business Case for Agent Desktop Automation

The Business Case for Agent Desktop Automation

RELEASE DATE
20-Sep-2010
REGION
North America
Research Code: 9857-00-14-00-00
SKU: IT01384-NA-MR_11139
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IT01384-NA-MR_11139

$1,500.00

$1,125.00save 25 %

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Description

Agent desktop automation is the practice of reorganizing the applications that appear on a contact center agent's workspace so that information flows between applications and the processes that drive them are integrated and consistent. This Market Insight examines the factors that drive contact centers to adopt automated desktop systems, and some of the vendor approaches to facilitating adoption of this technology.

Table of Contents

Executive Summary

Time Vs. Quality

Agent Desktop Automation: What Is It?

Automating Processes Not People

Automation's Impact

Vendor Approaches to Agent Desktop Automation

Strategic Recommendations

Related Research
Agent desktop automation is the practice of reorganizing the applications that appear on a contact center agent's workspace so that information flows between applications and the processes that drive them are integrated and consistent. This Market Insight examines the factors that drive contact centers to adopt automated desktop systems, and some of the vendor approaches to facilitating adoption of this technology.
More Information
No Index Yes
Podcast No
Industries Information Technology
WIP Number 9857-00-14-00-00
Is Prebook No