What is call center agent software?

Call center agent software, often called the agent desktop or agent workspace, when done right brings the processes and capabilities of newer call center software technology to a unified portal for call center agents. Each individual agent may use the agent-facing interface to handle customer inquiries and resolve issues. The software may automatically track necessary quality metrics.

The agent’s main function is to interact with customers when they require assistance; the software that enables these interactions should provide the means to handle calls and other touchpoints, and should integrate with the company’s primary CRM software. If integrated with existing CRM software, the agent may use the agent software to easily access necessary data or documents to resolve issues in an optimal manner for maximum customer satisfaction.

Since software integration is so crucial to the role that call centers play, it is important to implement the right call center software. When inbound and outbound phone calls are automated and routed via software, call centers may track vital metrics (for both the call center as a whole, as well as individual agents) and improve processes. Advanced software can use AI to automate processes and improve customer experiences prior to even speaking to an agent, which can free up internal agent resources and improve metrics like average handle time and first call resolution rate.

Software as a service (SaaS) is highly beneficial since it tends to offer more flexibility with less IT overhead. Management and maintenance are handled by the software provider, freeing up internal resources and capital. Call center agents can be trained and kept up to date seamlessly, and the software itself is accessed and updated via the Internet. This allows many call centers to operate with remote agents, which can further reduce company overhead.

How NICE can help

NICE CXone is the market leading call center software in use by thousands of customers worldwide. Our solutions help call center agents deliver superior customer experiences with accuracy, efficiency and consistency. CXone is a cloud native, unified suite of applications designed to help companies maintain and improve call center operations and meet call center service level standards. CXone includes:

Automation & Artificial Intelligence (AI) – highly advanced, intuitive technology that eliminates mundane tasks and improves customer issue resolutions for better volume and speed. It comes with solutions for self-service, agent-assisted and fully automated alerts and actions.

Omnichannel Routing – digital routing management that empowers agents to interact with customers via digital or voice channels. Our solutions include an automatic call distributor (ACD), interactive voice response (IVR), interaction channel support and a proactive outbound dialer.

Workforce Engagement – unlocks the potential of your team by inspiring employees' self-improvement, amplifying quality management efforts to enhance customer experience and reducing labor waste. These solutions include workforce management (WFM), quality management (QM), recording, and performance management (PM).