Solving Desktop Complexity in the Contact Center
After years of technology and application investments, and years of mergers and acquisitions, the "cockpit" for the typical customer service representative is an overwhelming cluster of un-integrated applications and tools. This complexity often results in frustrated agents, long call times, and a poor customer experience. In this video Gartner analysts explore the connection between the complex customer service desktop environment and the challenge in delivering a positive customer experience and identify technology trends that are finally bringing relief to customer service organizations.

Sponsor: Jacada, Featured Analyst Firm: Gartner
Speakers: Michael Maoz, Daryl Plummer, David Holmes, Joel McGinley
Type: Video (32 minutes)