Introducing DigiDesk's Universal Queue

Using Universal Queue to create a consistent agent experience

All customer contacts, across Voice, Email, Chat, Social Media and Online Review channels, enter our platform through a universal queue. Using DigiDesk’s advanced workflow, these multi-channel contacts are then distributed across a team of multi-skilled agents.

Consistency Across Every Channel

Whether it’s a voice call or a digital contact; DigiDesk’s engagement console ensures the agent experience remains consistent across every channel. This means agents can seamlessly ‘blend’ across channels to answer, engage and respond to customers consistently and effectively.

A visual example of DigiDesk's cloud contact centre, engagement console

Consistency Across Every Channel

Whether it’s a voice call or a digital contact; DigiDesk’s engagement console ensures the agent experience remains consistent across every channel. This means agents can seamlessly ‘blend’ across channels to answer, engage and respond to customers consistently and effectively.

A visual example of DigiDesk's cloud contact centre, engagement console

Want A Demonstration?

Book a quick demo of the DigiDesk platform, today.

Want A Demonstration?

Book a quick demo of the DigiDesk platform, today.

For An Unparalleled Customer Experience

No matter which channel a customer uses to engage with your business, the DigiDesk – cloud contact centre solution – delivers consistent MI (Management Information) through the Analysis and Supervisor Dashboard views, providing the same level of powerful real-time monitoring, alongside an almost identical set of KPIs (Key Performance Indicators).

Speaking of Queueing...

It seems wrong to talk / write about ‘queueing’ without a gentle nod to our Queue Buster solution, developed to manage (voice) queues effectively, with advanced call back and configuration options, real-time stats and on-demand reporting. Whether you choose to retain position in queue or use a dynamic call back list, live stats are available to track the number of customers awaiting a call back, alongside agent availability and associated KPIs on all call back requests.

Click to read more about DigiDesk’s Queue Buster solution, in more detail…

To find out more about DigiDesk, including universal queue and real-time MI, please get in touch with us here…

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