SoundBite Communications (Bedford, Mass.) launched Agent Portal, a contact center productivity tool that the company asserts will reduce hold time and increase agent productivity. Agent Portal will be initially available next month on the SoundBite platform.
To use Agent Portal, agents log into the SoundBite Web interface and indicate their current availability, schedule breaks and log out at the end of the day. When a call comes in to the agent, a screen pop simultaneously appears on the agent desktop providing real-time account information like name and account number. Agent Portal complements SoundBite's Hold Queue and FastConnect features, which can eliminate the ring time and hold time associated with dialing an agent, according to SoundBite.
Peggy Bresnick Kendler has been a writer for 30 years. She has worked as an editor, publicist and school district technology coordinator. During the past decade, Bresnick Kendler has worked for UBM TechWeb on special financialservices technology-centered ... View Full Bio