Summary

XCalibur Unified Agent Desktop and Data Analytics

Unified Agent Desktop provide single user interface with enhanced user experience

Developer:Lake Corporation Pty Limited

Overview

XCalibur Unified Agent Desktop and Data Analytics

XCalibur Agent Desktop has been totally developed to provide a unified desktop solution for enterprises with multi-data sources, repetitive agent processes and a requirement to integrate information from multiple applications to efficiently satisfy customer needs. Because XCalibur Agent Desktop helps reduce interaction handling times, agents process more transactions and are able to move in and out of multiple data systems quickly within Compliance, including PCI

Features and Benefits

Enhanced Agent Experience

Provides a user-friendly, single view of the customer, The agent screen is a “presentation layer”, that sits in front of and communicates with the existing applications, avoiding the need to change those applications. Training time will be reduced as system complexities are “hidden” from the user.

AI & Compliance

Embeds complete business processes that integrate different applications, on multiple systems, in multiple divisions and enforces business rules in the processes that host systems miss. This will remove a source of agent error. Agent wrap up time will also be reduced as diary notes and actions can be selected from drop down lists and buttons.

Enhanced ROI

With XCalibur Desktop new processes are developed in a fraction of the cost and time of host system development. A simplified agent user interfaces reduce errors that are a source of customer dissatisfaction.

Business Rules & Data Analytics

XCalibur Desktop adds business rules layers to preserve the host systems integrity even when systems are non-integrated. In Addition XCalibur desktop collect data for reporting and analytics purpose which can be presented in dash board format or exported for further analysis by data scientist.

Proven Solution

XCalibur Desktop is installed in: Major Banks & Finance Companies, Retail, e-Commerce, Outsource Bureau Services, Insurance and Non-for-Profit organisations. Deployed to thousands of agents; handling millions of transactions annually.

Integration

XCalibur Agent Desktop provides integration for enterprises with multi-data sources from multiple applications to efficiently satisfy customer needs.

Desktop Scripting

Agent scripting can be implemented for information gathering, appointment setting and similar telesales purposes. Using context based branched scripting, scripts will change based on the decision the agent makes, or the responses the customer provides.

What is Desktop Automation

XCalibur Agent Desktop (XAD) simplifies the repetitive tasks agents have to perform quickly and accurately. In addition, when there are multiple systems involved on the agents desktop, XAD performs the functions on all of the systems which require updating. For example updating an address of the customer in multiple systems with a single click of the mouse and then completing the transaction by automatically inserting the termination code for reporting purpose.