Intelligent Agent Desktop
- intelligentAgent Desktop White Paper
- intelligentAgentDesktop Product Release
- Intelligent Agent Desktop Infographic
Watch the Dynamic Desktop webinar
Transform the customer experience with an intelligent agent desktop
MPL intelligentDesktop (iDesktop) has been developed as a simple web interface to guide the agent through the steps required to complete any interaction with a customer. Dynamic applications sit behind this agent interface which adapt to the conversation and requirements to fulfill the customer’s need. Data from relevant front and back office systems and databases is aggregated in real time and presented to the agent at logical points in the customer service process e.g. order history, payment history, stock checks, special offers, ‘nearest to’ details etc. Similarly, the agent can trigger processes and feed information through to the relevant systems without needing to access them directly.
iDesktop enables non-technical end users to quickly build process-centric ‘mashups’ delivered as a single agent desktop. Built initially for the contact centre to create client-specific views of data and processes for the front office, it now incorporates a complete application delivery platform.
Organisations use iDesktop to rapidly create applications which are then delivered via the browser using standard HTML and Javascript. But development is done by non-technical end users using a simple drag and drop environment. This allows all required user interface elements to be placed on onto a ‘page’ and includes integration with platform services, external Web Services and back office databases using wizards. Complete version control is built into iDesktop allowing users to deploy applications with a click of a button. This removes reliance on systems integrators or the IT department for file based deployment onto internal web servers.
iDesktop is in use in facilities management, financial services, sales, training and retail environments.