Skylight for CxEngage provides contact center agents with a single workspace to talk, text, chat, and message customers with customer contact management, journey mapping, scripting, and performance statistics all embedded within the desktop for maximum performance and continual guidance each and every day.
If your agent interface doesn’t look at least a little bit like this - then it’s time to do something different.
– Sheila McGee-Smith, President & Principal Analyst, McGee-Smith Analytics
Global & Remote Workforce Ready
Accessed through a secure online portal and with no software to install or hardware to manage, Skylight is the most reliable, flexible, and intuitive agent experience, designed to support agents in the contact center, the home-office, or anywhere else in the world.
Give agents immediate access to customer information, interaction history with recordings and transcripts, and embed a knowledge base or any external reference material so they have the information they need, when they need it.
Help agents succeed with a single interaction panel for true omni-channel engagement and guide them through each conversation with scripting and customizable messaging templates.
Choose the metrics that matter most to your business and embed them into the Skylight desktop so agents can continually self-manage and improve their performance throughout the day.
Maximize agent efficiency with customer contact management, multi-channel engagement, global call controls, statistics, scripting, and metrics -all in a single unified desktop interface
Simplified Interaction Controls
Click-to-dial, dial pad, and directory-led transfer in a clean and intuitive interface so agents can focus more on the customer and less on the tool
Agents can support multiple departments or business units from a single interface simultaneously through the day, without logging out and back in again
Customer Journey Mapping
Full visibility into historical interactions including call recordings and chat and email transcripts
Improve first call resolution and accelerate agent proficiency with scripting and messaging templates
Embed an external knowledge base or product catalog to draw from a limitless store of information
Customizable agent metrics built right into the global footer for real-time feedback
Reduced IT Footprint
Integrated contact management (CRM Lite) with interaction history reduces needs for investment in a standalone CRM
Less is More
Fewer applications to switch between means greater agent productivity and the ability to support a higher volume of interactions
Streamline the Agent Experience
Skylight for CxEngage optimizes the agent desktop by reducing the number of applications an agent switches between and the number of clicks needed to complete the most common functions. By unifying these tools and processes into a single, seamless interface, your agents will work faster and more efficiently than ever.