• Login
  • Status
  • Support
  • Partners
  • Pricing
  • Careers
  • ENLanguages
    • English
    • Deutsch
    • Français
    • 日本
    • 简体中文
    • العربية
    • 한국
    • Español
NICE - AI Customer Service Automation Solutions
  • NICE - AI Customer Service Automation Solutions×
  • Platform

      CXone Mpower Platform

      • Workflows

        Automate every service workflow

      • Agents

        Maximize agent performance

      • Knowledge

        Centralize data and knowledge

      Customer Service Automation

      • Platform Overview

        Complete AI platform for customer service automation

      • Trust & Compliance

        Ensure secure, reliable, and compliant customer service operations

      • CXexchange Marketplace

        Discover partner solutions to extend capabilities on our platform

      • Integrations & Hubs

        Seamlessly connect your business systems

      • Developer Portal

        Endless customization options with RESTful APIs and robust SDKs

      • User Communities

        Collaborate, learn, and share best practices for customer service excellence

      Discover the full value of AI in customer service

      Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

      Calculate your savings

    • Products
      • Explore all Products

      • AI for Customer Experience

        AI for Customer Experience

        Purpose-built AI for unparalleled CX automation

        Learn more

        • Autopilot

          Elevate customer self-service with an AI-powered virtual agent

        • Copilot

          Empower agents and supervisors with powerful AI to drive productivity

        • Actions

          Unlock complex data with generative AI for CX leaders

        • AutoSummary

          Automate notetaking with Gen AI to summarize every interaction

        • AI Routing

          Match customers to their perfect agent for improved business results

        • Enlighten AI for Complaint Management

          Protect your organization from reputational and financial risks

        • Enlighten AI for Sales Effectiveness

          Increase conversion rates and grow revenue with real-time analysis

        • Experience Optimization (XO)

          Learn from all interactions with AI that builds smart self-service

        • Enlighten AI for Customer Satisfaction (CSAT)

          Gain insights on agent soft-skill behaviors on every interaction

      • Digital & Self Service

        Digital & Self Service

        Friction-free customer experiences driven by conversational AI

        Learn more

        • Autopilot

          Elevate self-service experiences with an AI-powered virtual agent that guides customers

        • Conversational AI & Chatbots

          Engage customers with AI-powered intelligent virtual agents and chatbots that converse naturally

        • Knowledge Management

          Meet customers with knowledge and ensure they receive the right content, wherever they are

        • Proactive AI Agent

          Keep customers engaged in conversation from onboarding to installation, service, and retention

        • Web & Mobile Engagement

          Remove friction across the digital journey by proactively delivering the right guidance at the right time

        • Interactive Voice Response (IVR)

          Accelerate resolution, improve routing efficiency and cut costs with AI boosted voice self-service

        • Experience Optimization (XO)

          Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service

      • Journey Orchestration & Routing

        Journey Orchestration & Routing

        Seamless customer journeys across voice and digital channels

        View Products

        • Actions

          Unlock complex data with generative AI for CX leaders

        • Omnichannel Routing

          Connect customers to the ideal resource, the smart way

        • AI Routing

          Match every customer to their perfect agent with AI that delivers personalized experiences and improves results

        • AI Orchestrator

          Orchestrate AI-driven customer service workflows across the enterprise.

        • Proactive Engagement

          Generate more revenue, minimize hang-ups, proactively connect to reduce friction in the customer experience

        • Digital & Voice Channels

          Meet consumers in their preferred channel, provide frictionless experiences, maintain context throughout

        • Social, Chat & Messaging

          Engage website visitors in conversations on their channel of choice

      • Workforce Engagement & Management

        Workforce Engagement & Management

        Robust applications to optimize the employee experience (WEM)

        Learn more

        • Workforce Management

          Anticipate business demands with smarter, AI-based forecasting that keeps SLAs up and costs down

        • Quality Management

          Deliver better customer experiences through streamlined processes and actionable, AI-based feedback

        • Performance Management

          Meet your organizational goals while engaging employees through personal coaching and gamification

        • Interaction Recording & Management

          Capture your omnichannel interactions, meet your contact center’s regulatory needs and drive better performance

        • Supervisor Workspace

          Turbocharge supervisors to make agile decisions, streamline workflows and improve performance

        • Dashboard & Reporting

          Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

        • Automated Agent Augmentation

          Automatically detect automation opportunities, and effortlessly build automation processes as needed

        • Playvox by NICE

          Seamlessly integrate with CRMs to efficiently manage your workforce

      • CX Analytics

        CX Analytics

        Actionable insights to continuously enhance the customer experience

        Learn more

        • Experience Optimization (XO)

          Optimize digital CX by learning from all interactions with AI that mirrors top agents to build smart self-service

        • Actions

          Unlock complex data with generative AI for CX leaders

        • Dashboard & Reporting

          Gain a full operational picture of your contact center, with enhanced visualization of real-time and historical insights

        • Feedback Management

          Discover actionable insights from omnichannel customer feedback to improve customer satisfaction

        • Interactions Analytics

          Analyze every interaction to understand operational trends and agent performance

        • Desktop & Process Analytics

          Understand and confidently select the processes that will contribute most to your performance success

      • Agent Assist

        Agent Assist

        AI-driven tools for real-time agent guidance and coaching

        Learn more

        • Omnichannel Agent Desktop

          A unified agent workspace provides everything agents need to handle all interactions

        • Agent Assist Hub

          Easily integrate applications that help turn every one of your agents into a customer service superstar

        • Real-Time Guidance

          Helps agents understand where they can improve their behaviors in real-time to boost customer satisfaction

        • AutoSummary

          Automate agent notetaking with the power of generative AI to summarize every interaction

        • Knowledge Management

          Your customer’s journey begins with a search. Meet them with knowledge and ensure they receive the right content

      • Open Cloud Platform

        Open Cloud Platform

        Innovative cloud-native foundation to rapidly scale extraordinary CX

        Learn more

        • Security & Compliance

          Secure your data and enjoy industry-leading guaranteed uptime

        • Resiliency & Reliability

          Keep your contact center up and running with dynamic elasticity

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Pre-Built Integrations

          Increase value with pre-integrated applications, UCaaS and CRM adapters

        • FedRAMP

          Give your government agency the tools to act smarter and respond faster

        • Voice as a Service (VaaS)

          Connect agents and customers with cloud-optimized voice & data services

        • Elevate AI

          Improve your customer conversations with accurate STT transcription

        • Multipath to CXone

          Connect vital enterprise infrastructure to our cloud gradually and safely

        • Unified Communications as a Service (UCaaS)

          Unify your contact center with the rest of the organization

    • Solutions
      • Explore all Solutions

      • By Industry

        By Industry

        • BPO

          Business Process Outsourcers

        • Financial Services

          Customer experiences that count

        • Government

          Elevate citizen trust

        • Healthcare

          Healthy patient experiences

        • Insurance

          Secure policyholder experiences

        • Retail

          Delight customers where they shop

        • Telecom

          CX for Telecommunications

        • Travel & Hospitality

          Boost traveler and guest loyalty

        Discover the full value of AI in customer service

        Understand the benefits and cost savings you can achieve by embracing AI, from automation to augmentation.

        Calculate your savings

      • By Business Initiative

        By Business Initiative

        • Grow Revenue

          Boost conversions and win rates to accelerate growth

        • Engage & Empower Employees

          Create a workplace of truly engaged employees

        • Boost Customer Loyalty

          Improve customer loyalty on interactions across the journey

        • Drive Digital Transformation

          Integrate digital technology at the center of CX

        • Small and Medium Business

          Drive growth and boost revenue with smarter, cost-effective customer service built for SMBs.

        • Call Center Software

          Empower agents to provide better experiences

        • Increase Operational Efficiency

          Leverage AI and automation to increase agent retention

        • Move to the Cloud

          Elevate experiences by moving operations to the cloud

        • Improve Compliance

          Protect your consumers with pre-built compliance solutions

        • Proactive Customer Engagement

          Elevate customer satisfaction with proactive conversational AI

      • Integrations & Custom Solutions

        Integrations & Custom Solutions

        • CXexchange Marketplace

          Discover partner solutions to extend capabilities on our platform

        • Pre-Built Integrations

          Seamlessly connect your business systems with our platform

        • Developer Tools & APIs

          Endless customization options with RESTful APIs and robust SDKs

        • Partner Ecosystem

          Embark on a journey of shared success and collaboration

        91% of customers recommend NICE as a preferred CCaaS vendor

        Gartner® named NICE the only Customers’ Choice CCaaS vendor in its 2024 Peer Insights™ “Voice of the Customer for Contact Center as a Service” report.

        Get report

    • Services
      • Explore all Services

      Professional Services

      • Professional Services

        Industry-leading expertise, tools and know-how

      • Implementation Partners

        NICE-certified implementation partners

      • Business Consulting

        Your partner for successful transformation

      Training

      • Contact Center Training

        Tailored education delivered by CX experts

      Support & Assistance

      • Customer Support

        Global support you can depend on

      Make the smartest buying decision with the latest Gartner analysis

      NICE has been named a Gartner® Magic Quadrant™ Leader for Contact Center as a Service for the 10th consecutive year and is positioned furthest on Completeness of Vision.

      Get report

    • Resources

        Knowledge Base

        • All Resources

          Whitepapers, datasheets, demos and more

        • Analyst Perspectives

          Contact center reports from third party analysis

        • Terms Glossary

          Detailed descriptions of industry-related terms

        • FAQs

          Contact center focused frequently asked questions

        • Guides

          Expert insights for superior CX

        Learning & Insights

        • On-Demand Webinars

          Browse our extensive webinar catalog

        • Interactive Product Tours

          Explore the complete platform with our self-guided demos

        • Blog

          CX industry guidance by contact center experts

        • Why NICE? Video Series

          Step Inside The Room Where It Happened to see CX AI in action

        • NICE & Simple: Video Demo Series

          Brilliant, bite-sized videos from our top product pros

        Community

        • Events

          Upcoming events and webinars

        • Customer Stories

          Our customer's success is paramount. Read case studies about real CX transformation

        • NICE Clubs

          Collaborate, learn, and share best practices for customer service excellence

        Join us at the Largest CX Event of the Year!

        Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

        Register now

      • Company

          Company

          • About Us

            Powering seamless cloud experiences

          • Investors

            Investors relations, reports and filings

          • Global Offices

            Interactive map of locations worldwide

          • Careers

            View job openings and learn about our culture

          • NICE Leadership

            Meet our global leadership and executive team

          News & Media

          • Events

            Upcoming events and webinars

          • Press Releases

            Find the latest updates from NICE

          • Media Center

            Media contacts and resources

          Corporate Governance

          • NICE Trust Center

            Securing your trust with every interaction

          • Market Leadership

            Discover why NICE is the market leader

          • Corporate Responsibility

            In a world where you can be anything, be NICE

          Join us at the Largest CX Event of the Year!

          Registration is open! Interactions 2025: June 16-18, 2025. Aria Hotel, Las Vegas

          Register now

          • ENLanguages
            • English
            • Deutsch
            • Français
            • 日本
            • 简体中文
            • العربية
            • 한국
            • Español
          • Get in Touch
            • Login
            • Status
            • Support
            • Partners
            • Pricing
            • Careers
            linkedinlinkedinlinkedinlinkedin
          • Home
          • Customer Experience (CX) and Contact Center Library
          • How to Run a Call Center: What Should Agent Desktops Have?
          Icon imageRequest a demo
          Request a quote

          Company

          • About Us
          • Careers
          • Global Leadership
          • Media Center
          • Investors
          • Awards
          • Global Office Locations
          • Contact Us
          • CCaaS
          • Customer Experience
          • NICE Public Safety
          • NICE Actimize
          • NICE RPA

          Partners

          • NICE Partners Overview
          • Developer Partners (DEVone)
          • CXone Mpower Partner Portal
          • NICE Help Partner Portal
          • NICE User Group

          Customer Support

          • Customer Support Overview
          • CXone Mpower Support Login
          • NICE Customer Support

          STAY CONNECTED

          linkedinlinkedinlinkedinlinkedin
          • Terms of Use
          • Site Map
          • Privacy Policy
          • Legal
          • Cookies Settings
          • Accessibility
          © 2025 NICE

          How to Run a Call Center: What Should Agent Desktops Have?

          This guide explains an important tool when defining how to run a call center.

          If you want call center customer service that distinguishes you from your competitors, you need to equip your agents with the right call center technology. It can be challenging for agents to meet customer expectations on inbound and outbound calls. Yet, you rely on customer service agents to deliver delightful and efficient interactions across all channels.

          What makes a great agent desktop?

          A more robust customer service contact center with seamless omnichannel orchestration can improve CX and operational efficiency throughout the customer journey. Many features make for a great agent desktop, but let’s start with the essentials.

          1. Provide quick and easy access to correct information. Giving agents access to detailed customer profiles prevents your customers from having to repeat themselves – and no one likes to repeat themselves.
          2. Enables agents to see and understand all prior interactions. Piecing together the conversations that had in the past across other channels proves to be challenging for agents. You can pull together all of the relevant information your agents might need on one platform.
          3. Access to critical tools and platforms is needed to resolve customer interactions. The majority of agents typically use 4-10 different applications with a customer. A unified desktop consolidates all of the tools and information your agents need in one space.
          4. The knowledge needed to set appropriate expectations. Agents need direction, and protocols need to be clear before encountering the issue in real-time. Scripts are available to guide agents through various customer interactions, including onboarding, account servicing, support, and sales.

          How does a unified agent desktop improve customer service and increase agent productivity?

          Agent Experience = Customer Experience

          The proliferation of customer self-service options within call centers has made the agent’s job more and more difficult. To improve the agent experience, you need to reduce workloads by optimizing and simplifying the complexities agents encounter. An agent desktop must address common call center concerns to improve the agent experience and customer satisfaction.

          • The interactions continue to grow more complex. Meaning customer service representatives will benefit from a product or service that can simplify these complexities.
          • The level of judgment and decision-making needed in the role is increasing.
          • Agents are required to use more and more complex tools to carry out the role. Simplifying technical tools for call center operations can promptly resolve issues.
          • They are often faced with a lack of contextual information when dealing with customers.

          Efficiency & Agent Productivity

          When you can reduce resolution time, you will free up valuable time for your agents. Most agents have between 4 and 10 applications open during a typical customer interaction and are stalled by inefficient processes. You can create custom workflows unique to each agent to avoid clunky on-screen experiences that comprise an agent’s ability to handle interactions smoothly. This flexibility allows you to modify specific to the desktop, increasing efficiency.

          Compliance

          For most contact centers, especially those in highly regulated industries like financial services, it is paramount to have compliance measures baked into your agent desktop so you can orchestrate consent management without sacrificing business functions.

          Since compliance and other regulatory requirements for voice and digital channels are embedded, you’ll no longer have to choose between productivity and risk mitigation.

          You can ensure adherence to the latest regulatory requirements & consumer preferences by capturing consent during every interaction across all communication channels. Channel preferences can automatically update to future campaign workflows. Through our platform, it is easy to track revocation and assist your workforce in understanding these nuances through an agent UI.

          Why does data need to be unified on the agent desktop?

          Unifying data allows agents to know who is calling, where they came from, and how they can best assist—all immediately upon connection. When different systems support channels, it can become challenging to drive cross-channel performance, and 59% of contact center leaders experience integration limitations. At the root of the problem is disconnected data.

          By using a single, secure cloud-based platform, you can unify customer data, enabling you to automate workflows, improve CX, and minimize workloads. Integrated platforms allow for omnichannel orchestration, giving agents the ability to seamlessly and consistently retrieve data. Without an integrated system, viewing data across channels is a top issue for 51% of contact center leaders.

          NICE’s agent desktop works seamlessly across multiple channels such as Voice, Email, SMS, and Website chat and provides the agent with the customer’s universal profiles. Combining data across multiple channels into a single database allows you to create customer profiles with insight across the entire customer journey.

          Channel preference management is a prime example of the importance and benefits of a unified customer profile. Customers can revoke consent on any channel. The ability to capture that preference change and automatically update the customer’s profile ensures you will meet customer expectations.

          Agent Desktops with NICE

          Unlike other platforms, NICE’s single agent desktop eliminates the need for unnecessary windows and tabs. Customer data and interaction history are all visible in one view, enabling seamless customer messaging across multiple channels. NICE’s agent desktop offers various capabilities and can easily be configured and activated, and we offer ongoing strategic and technical support.

          • Highly configurable via an easy-to-use editor. Give agents access to all the information they need on a single screen. Only 39% of call centers use tailored desktops with workflow automation to augment an agent’s capabilities.
          • Create bespoke agent experiences for each role in your contact center. Ability to create visual front-end integrations to other systems. Leverage robotic process automation through API integration. 

          Administrators have the flexibility to make changes on the fly. Create unique experiences for different roles within your contact center by adjusting workflows, or removing unnecessary fields. With the ability to de-clutter, you can make the agent experience faster and more straightforward, including speedier ramp-up times.