S-Blox hosted Cloud Contact Center solution offers a unified agent desktop that performs two critical functions:

1) Funnels all customer interactions – voice, e-mail, chat, and self-service – through a single, comprehensive interface. This allows agents to handle customer exchanges across multiple channels, simultaneously; and 2) Interfaces to back end applications, content and resources, such as billing, inventory, order entry and others, to present only relevant resources in a single agent desktop using the concept of “Smart Tabs” which changes dynamically based on the activity or contact type, presenting only what agents need for a specific interaction. With a single agent desktop and Smart Tabs, agents process more quickly and are more responsive to customer needs before moving on to up sell or cross-sell activity. It enhances the customer experience by giving the agents immediate fingertip access to everything relevant about that customer for faster, on-target service. A truly unified agent desktop can be utilized in sales, marketing, finance and other business disciplines to gain valuable customer insight.