Contact center technology vendors provide unified agent desktop tools to assist agents with navigating through numerous applications by combining information onto one view. Agents benefit from these solutions; they gain a simpler interface and improved knowledge, and can provide better customer service. The market is still emerging and enterprises are reluctant to invest in unified agent desktop tools that require expensive professional services engagements and lengthy deployments. However, vendors are working to change this perception by reducing the services needed to deploy the tools and providing additional capabilities, including process monitoring and intelligent guidance for agents. As a result, enterprises’ interest in the solutions has perked up and vendors can now point to a number of successful deployments. Ovum believes that, if vendors can further educate enterprises about the benefits of their unified agent desktop solutions, the market will grow steadily.
