Agent Workflow Automation
Webex CC Agent includes digital and voice enabled workflow triggers that can be leveraged to automate repeat tasks like supervisor escalations, one-time pin confirmations for authentication, auto-generated ticket or case creation, etc.
Why Agent Workflow Automation?
Workflow Triggers can be one of the most effective and biggest impacts to your call center efficiency. With the ability to automate typical agent workflows, you can significantly reduce the amount of handle time for all your agents. We have seen agent handle time cut in half with documentation collection, case creation, escalations, etc. Any repeat task can benefit from automation.
How do we implement Agent Workflow Automation?
Workflow design requires a deep design and documentation process with integration to third-party databases and CRM systems. Properly designed workflow applications can change staffing and support models for most contact centers.
What can Agent Workflow Automation do for me?
Money Savings
Time Savings
Effort Savings