Accenture - Unified Agent Portal
The Unified Agent Portal is a software application created by Accenture for use by contact center agents and supervisors. UAP’s core is built around Amazon Connect and a variety of associated services that are leveraged to provide a differentiated set of features.
Impact: With UAP, client was able to save approximately 2-3 minutes of information gathering on each call and improve resolution and turnaround time, freeing up service desk agents to focus on more complex issues. UAP also helped improve customer experience by engaging customers through their preferred channel, resulting in a 10% reduction in operating cost and a reduction in average call duration. The solution empowered agents to be more effective by focusing on more complex issues, and improved their performance by providing real-time KPIs and service-level matrices. Due to the confidential nature of this project, I'm happy to share more details verbally during the interview. 😊 Feel free to reach out to me directly. Please note that I may only be able to discuss my role and general responsibilities. Responsibilities: User Research, Strategising, Facilitating Weekly UX Meeting with Stakeholders, UX & UI Design, Prototyping, Usability Testing
