How To Use a Web UI for Contact Center Agents

According to a Deloitte global contact center survey, the impact of contact centers on companies is expanding swiftly. Primary factors influencing the success of your contact center is agent and managerial proficiency, rapid access to information, and the type of contact center system used. Also, did you know that expenses related to your agents amount to up to 75% of your center's running costs? With that amount spent, it's vital to maximize your agent productivity. That being said, the use of a web User Interface (UI) contact center can help you bolster agent productivity. Here's a look at the challenges faced when you don't use a web UI, and how to use a web UI for contact center agents via different streaming methods.

Why Using a Non-Web UI is Not Advisable For Your Contact Center? 

When using a non-Web UI, your browser may request agent information repeatedly for about 10 seconds. Then when an agent ends a call and becomes available again, the browser may get a response. This continuous requesting to your server is not a good idea, as so much bandwidth of your client's connection is used. Say for instance you have 1000 agents and all their clients convey requests to your center's server every 10 seconds. That would amount to a whopping 10,000 requests every 10 seconds.

Using this type of system could also cause delays in agent response times, as clients could call before the end of the 10-second interval. They'd, therefore, have to wait until the 10-second interval had lapsed before being assisted. With 8x8's multi-channel contact center, there's no need to ever place your customers on hold. Customers can simply request an agent to contact them via an IVR interaction or user-friendly Web UI. Once the agent becomes available, they'd simply call the customer back. There is absolutely no waiting involved, which could mean less frustration and greater morale with customers. This would also amount to less repetitious automatic 10-second requests, as customers would request just once, and wait for the agent to call them back. Plus the reduction in requests would use far less bandwidth.

Contact Center – How to Use a Web UI For Contact Center Agents? 

One of the methods used to stream information to a Web UI is via a HyperText Transfer Protocol (HTTP) persistent connection. This is a simply a channel that remains open for additional HTTP responses and requests, as opposed to shutting down after one exchange. Like the name suggests, it comprises a persistent feature that enables your connection to remain open. Multiple responses and requests can be sent and received using the same connection, instead of utilizing different connections for every response or request.

One of the benefits of using a persistent HTPP connection is that because less Transmission Control Protocol (TCP) connections are closed and opened, host and router Central Processing Unit (CPU) time is saved. So essentially CPU time could be saved with caches, proxies, gateways, and servers. Responses and requests can also be pipelined into one receptacle. This enables your customers to make several requests, even if they have not received responses for previous requests yet. Because less TCP's are opened, the amount of packets are limited, which diminishes network congestion. Opening handshakes do not occur with TCP connections, so you'll have less delays with future requests. This could lead to faster page loading times, especially with connections where time delays have always been elevated.

Other Typical Methods Used With HTTP Persistent Connections

One of the benefits of using a persistent HTPP connection is that because less Transmission Control Protocol is (TCP) connections are closed and opened, host and router Central Processing Unit (CPU) time is saved. So essentially CPU time could be saved with caches, proxies, gateways, and servers. Responses and requests can also be pipelined into one receptacle. This enables your customers to make several requests, even if they have not received responses for previous requests yet. Because less TCP's are opened, the amount of packets are limited, which diminishes network congestion. Opening handshakes do not occur with TCP connections, so you'll have less delays with future requests. This could lead to faster page loading times, especially with connections where time delays have always been elevated.

Conclusion

Businesses rely on their technology to empower them to be as productive as possible. With 8x8's world-class technology you get everything your business needs in one place. Call 1-866-879-8647 or fill out an online form to request a no-obligation quote from an 8x8 product specialist.

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