We use cookies to enhance site navigation, analyze site usage and show personalized advertising. See our Privacy Policy. California residents - see CCPA Privacy Policy Supplemental for opt-out options.

This content is currently only available to TSIA members.

If you believe you are seeing this message in error,
please let us know.

On Demand Webinar

Building the Ultimate Agent Desktop

Have you ever seen an episode of Star Trek where Captain Kirk uses the “communicator” to connect to anyone in his team? Once deemed only in the realm of fantasy movies, advanced technologies now form the core of the modern customer service ecosystem.

Ticketing systems, digital engagement, escalation management software, IVR—you need a combination of these technologies and a lot more to enable your support agents to solve customer queries effectively. Yet, we find support leaders drowning in this sea of solutions and not transforming or adapting as fast as they should. And here lies the caveat, as every time you add a new technology to your stack, you end up creating another infrastructural silo.

These technologies, although incrementally cutting-edge, do not offer the connectivity and scalability you need to arm your support teams with the arsenal required to provide next-generation support. A cognitive platform can help you break this barrier with seamless connectivity to enterprise knowledge, advanced machine learning algorithms, and an insights engine that can augment its artificial intelligence to streamline and automate agent workflows.

Attend this session to learn more about:

  • Key elements of a modern customer service ecosystem.
  • Why a unified cognitive platform forms the core for the ultimate agent desktop.
  • A day in the life of a support agent and how cognitive tech can transform the end-to-end employee experience.


Presented By:

John Ragsdale

Distinguished VP, Technology Research, TSIA

Vishal Sharma

CTO, SearchUnify

Publish Date: April 8, 2021