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OMNIDESK

Intuitive desktop with unified view of customer data

What is OmniDesk?

OmniDesk is an intuitive and well-managed desktop platform offering reliable, well-organized information and identification, all at one place, such as: outage, assets tracking update, billing details, other details etc.

Empower your agents with one-click launch, and get a secured access to various applications within a work-group.

Key Features

  • Empowering agents with right set of tools to service customers
  • 360° view of customer to drive intentional customer experience
  • Intelligent analysis to help users identify customer issues
  • Enabling supervisors, managers with better operational control
  • Gather value insights from various customer touch points and interactions
  • Enable agents to deliver on quality, productivity and customer experience KPIs
  • Proactively engage with customers through various channels
  • Provide consistent and personalized experience across channels
  • Identify cross sell/up sell opportunities and drive customer loyalty

Functional Components

  • OmniDesk Desktop Application: User interface for agents to work for customer queries, there will be customer and account information of the customer, where in it contains personal information and billing information
  • Omni Portal: OmniPortal is a web application, which is used by admins to configure various functional parameters of the OmniDesk Desktop Application. Sample configuration can be Workgroup Management, User Management, Transaction Management, Stubs responses etc.
  • Configuration Database: Store Omni Portal configuration
  • Transaction Database: Store specific transaction information as per business needs
  • Network API: This system exposes network information via API to be displayed into OmniDesk application
  • Rx System: This system exposes customer, product, outages, tickets, information.
  • Genesis Offshore System / IVR Onshore System: This is for indication from the target system to get customer call notifications, either OmniDesk application has to listen on logical port or call API continuously to get more information.

Why OmniDesk?

OmniDesk eliminates excessive search time that can be required to locate various customer data points, minimizing the complexity associated with the front office/back office technology and application landscape, resulting in streamlined, efficient work environment.
  • Improve Agent Productivity: OmniDesk helps in reducing the time agents spend on navigating systems, increasing ability to focus on the problem resolution and up-sell opportunities.
  • Simplify Training: OmniDesk reduces the time that agents spend in learning to use multiple systems by delivering complete customer account information to single location. OmniDesk is designed to house various required applications in a single user interface, comprising of automated work flows.
  • Deploy Rapidly: OmniDesk portal interface allows many out of the box functionalities to integrate various | applications in the OmniDesk agent desktop. This allows rapid deployment of the integrated ecosystem, improving customer experience and operational efficiency

Approach to improve customer experience and operational efficiency

OmniDesk eliminates excessive search time that can be required to locate various customer data points, minimizing the complexity associated with the front office/back office technology and application landscape, resulting in streamlined, efficient work environment.

Empower

  • Empower agents with right set of tools to service customers
  • Provide 360° view of customer to drive intentional customer experience
  • Provide intelligent analysis to help users identify customer issues

Engage

  • Proactively engage with customers through various channels
  • Provide consistent and personalized experience across channels
  • Identify cross sell/up sell opportunities and drive customer loyalty

Enable

  • Enable supervisors, managers with better operational control
  • Gather value insights from various customer touch points and interactions
  • Enable agents to deliver on quality, productivity and customer experience KPIs

Key Benefits

  • Productivity Improvement
  • Quality of Service Improvement
  • Operations Banner for Alerts & Notification
  • Reduce handle and wait times
  • Eliminate swivel chair
  • Improve customer experience
  • Reduce process complexity

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