Improved way of handling contact center customer interactions

Slovak telecommunications operator, for which we have been implementing extensions to its main client application for communication with customers for a long time, we have implemented a fundamental change that will make it easier for contact agents to handle customer interactions.

The telecommunications operator uses the Genesys contact center through which agents receive all contact center interactions - calls, campaigns, chat, callbacks. Interaction processing takes place in the Genesys Workspace Desktop Edition (WDE) client application, which is closely integrated to the customer portal. The integration with the customer portal is a key factor in the fast and reliable service of the communicating customer. After receiving the call, interaction, the customer is searched and identified, and his "profile" is opened in the customer portal.

Until now, this opening was done in the Internet browser directly in the WDE client application, where, however, the size of the browser was limited. Another limitation was that the agent also used other functionalities in the client application when communicating with the customer, and thus had to switch between windows within the application. This slowdowns the time of serving the customer. By expanding the client workstations with additional monitors, the priority requirement to open the browser in an independent window became even more priority. Now, during incoming interaction, the customer's "overview profile" is opened to the agent on the second monitor in a new web window. The web window is not a completely independent web browser, as it uses tight integration via HTTP, Javascript calls. It is used by the product https://www.essentialobjects.com/#WebBrowser based on the Chromium engine. Processing each interaction anew looks like this:

In addition to this fundamental change, the application has been upgraded to the latest version, and the latest version of the Internet browser engine using Chromium version 96 has also been incorporated into the WDE agent application.