Amdocs has announced an agent-guiding solution called Amdocs Smart Agent Desktop, designed specifically for companies with high-volume, high-attrition call centres that use multiple, disparate customer management applications.

Smart Agent Desktop claims to unify agent desktop applications and provide real-time agent guidance addressing the vital needs in today’s call centres, such as agent efficiency and cost reduction, revenue generation, and long-term customer satisfaction and loyalty.

Smart Agent Desktop runs on Amdocs Smart Client Framework, a next-generation presentation layer for all employee facing applications that improves usability and accelerates performance.

Smart Agent Desktop's new functionalities include: unified desktop, which combines isolated application screens into one synchronised and collaborative desktop, designed to support the rapid flow of call centre interactions and reduce caller wait times; agent guidance, which improves the quality of interactions by delivering intelligent guidance, and timely and context-appropriate advice to the agent during interactions with the customer.