Beyond bringing workflows into a single location, enterprise browsers can help drive processes from start to finish. With all applications available via a single pane of glass, they can share data and context seamlessly. Instead of repeatedly copying and pasting from the notes window, agents would be able to input the information once and watch it populate across every app in their workflow.
Similarly, viewing customer information in one database could trigger prompts to look up the same customer in a separate database, accelerating multi-step processes. With the right interoperability layer, contact centers can even bring their native apps into this seamless workflow.
At the same time, an enterprise browser should offer data controls so that customer information remains protected, no matter how many apps it touches.
This same ability to share data and context could enable agents to perform a single search query and instantly view results across every application at their disposal: a massive time-saver on the increasingly cluttered contact center desktop.
And with familiar productivity features adapted for an enterprise context, the total value proposition becomes that much more powerful. One example could be a notification center that actually prompts agents to open the relevant application for each alert, or even perform rapid tasks within the alert itself.
In short, an enterprise browser offers contact centers a unified, efficient means of finding information and executing workflows with far greater speed, leading to better support outcomes and greater capacity.
THE CONTACT CENTER CAN ALSO ACCESS RICH ANALYTICS ON HOW THE ENTERPRISE BROWSER IS BEING USED...
ENTERPRISE BROWSER, ENTERPRISE BENEFITS
Enterprise browsers can powerfully enhance agents’ ability to deliver for customers: but this is just the beginning. At scale, the contact center can realize transformative benefits.
Part of this comes down to a basic question of resources. By maximizing agent efficiency, contact centers can serve customers at a far faster rate, increasing satisfaction.
But contact centers can also reduce the number of agents required to provide this exemplary client service, thereby reducing one of the most significant costs on the enterprise ledger. Our research suggests reducing call times through an enterprise browser can result in $ 8 million in savings per 1,000 agents.
In addition, enterprise browsers can offer contact centers far greater flexibility and control when it comes to bringing about this resource optimization.
Secure Remote Work
I mentioned a few best practice implementations and data security benefits earlier. These are especially important with the rise of remote work.
In many cases, remote agents use non-managed devices, which are an inherent data security risk. But with an enterprise browser as the entry point, contact centers can ensure remote agents are following the most efficient workflows in a secure, compliant manner, with no device-level implementation required. This enables firms to hire the very best support professionals, no matter their location.
Accessing Rich Analytics
The contact center can also access rich analytics on how the enterprise browser is being used, far beyond what most consumer browsers typically provide.
These can include metrics on individual apps, multiple apps used in concert, specific screen setups, workflows for specific customer inquiries, and more. This enables the contact center to assess how top-performing agents are navigating their workflows, leading to insights on how to maximize productivity across the entire team.
BROWSERS
Future-Proofing
Finally, by enabling workflow acceleration, data sharing and easy access to tools and information, enterprise browsers can protect an organization’ s existing technology investments and future-proof its current stack. Instead of ripping and replacing preferred applications and disrupting long-established processes, contact centers can bring them into a new and more efficient context, driving benefits for all.
CONCLUSION: A NECESSARY EVOLUTION
In an era where customer experience( CX) is paramount, enterprise browsers can be a game-changer for contact centers.
By streamlining workflows, reducing the“ toggle tax,” and enhancing data interoperability, organizations can empower their agents to resolve issues more swiftly and accurately. The potential for significant cost savings, improved agent performance, and heightened customer satisfaction positions enterprise browsers as not just an upgrade, but a necessary evolution in the contact center landscape.
As businesses navigate the complexities of customer interactions in a competitive marketplace, embracing innovative technology like enterprise browsers will not only safeguard existing investments but also future-proof operations against evolving demands.
In this way, organizations can transform their contact centers into efficient, customer-centric hubs that drive meaningful engagement and foster lasting loyalty.
Chris Albrecht is responsible for Sales, Customer Success, and GTM Strategy in his role as Senior Vice President at Here. io. Prior to joining Here™ in 2017, Chris worked at Liquidnet, and before that, for Deutsche Bank and Citadel, focusing on and developing a wide variety of financial products and services.
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