Agent Desktop
Operational Assurance

Delivering exceptional customer experiences requires more than just skilled agents alone;

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Contact center agents need a Desktop..

that provides uninterrupted, swift and consistent access to the applications, customer data, and communication tools that enable them to resolve inquiries quickly and accurately. Any lag, downtime, or inconsistency in these tools not only disrupts the customer experience but also impacts agent productivity, satisfaction, and retention.

Razor’s comprehensive suite of testing, monitoring, and simulation tools ensures that your agent desktop environment operates smoothly under all conditions. With capabilities such as Razor Virtual Agent Technology and real-time performance insights, we empower your contact center to maintain operational excellence, even during peak demand.

For contact centers, delivering a high-quality customer experience depends on the performance and reliability of agent desktop tools.

Razor’s robust suite of testing, monitoring, and simulation tools ensures that your agent desktops are prepared to handle peak demand, with applications that remain responsive, stable, and efficient. With Razor Virtual Agent Technology and continuous performance insights, you can provide your agents with a dependable desktop environment, empowering them to deliver exceptional service under any conditions.

Let Razor be your assurance that your agent tools are ready to support your team, even during the busiest times.

Want to know more about
how Occam can help you enhance your contact
center operations?

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The Challenges Faced by Organizations

1. Ensuring your Agent’s Applications Perform Under Pressure

During high-demand periods, slow or unresponsive agent tools can severely hinder productivity, leading to increased wait times and customer frustration. Ensuring that each desktop application performs reliably under heavy loads is essential for consistent customer service.

2. Maintaining Reliable Access to Critical Systems

Agents rely on fast, uninterrupted access to systems like CRM platforms, knowledge bases, and other essential tools. Variability in application performance can delay resolution times, impacting both the customer experience and key operational metrics.

3. Simulating Agents

To effectively prepare for peak events, it’s essential to test how desktop tools respond under conditions that replicate real agent activity. Without using an accurate Virtual Agent simulatior, organizations risk deploying or using systems that may fail under real life peak loads.

4. Difficulty Detecting Performance Issues

During high-demand periods, even minor performance issues can escalate quickly, affecting multiple agents and disrupting customer interactions. Without real-time monitoring, these issues often go unnoticed until they cause significant operational impact.

5. Verifying Compatibility During System Migrations and Updates

Implementing updates or migrating to new platforms without thorough testing risks causing issues that disrupt agents’ workflows. Ensuring that all applications work harmoniously after implementing changes is essential for minimizing operational disruption.

Ready to deliver the best customer experience?

Contact Occam today and discover how we can help you Optimize your Contact Center Efficiency with Razor

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How Razor Addresses These Challenges

Razor’s testing and monitoring solutions are designed to verify
the performance and reliability of your agents desktop tools,
enabling your contact center to deliver a seamless customer
experience even at peak times.

 1. Razor Virtual Agent Technology for Realistic Simulations

Razor Virtual Agent Technology simulates the actions of live agents, logging into your contact center environment and interacting with applications as a real agent would. This allows for comprehensive load testing, replicating peak scenarios to assess how systems respond to mass logins, frequent data retrieval, and high transaction volumes. By testing under simulated real-world conditions, you gain insights into the performance of your tools’ performance and can address bottlenecks proactively.

 2. Continuous Monitoring of Application Performance

Razor continuously monitors the speed, responsiveness, and reliability of your agents desktop applications, including CRMs, knowledge bases, and communication tools. This monitoring provides early detection of performance, responsiveness or connection issues, ensuring that agents have uninterrupted and swift access to essential data and resources.

  3. Measuring Peak Readiness for Super-Peak Events
Our solutions includes in-depth load testing and peak readiness assessments, specifically designed for high-traffic scenarios like holiday seasons or promotional events. Razor evaluates every aspect of the agents desktop environment, from application response times to login capacity, ensuring each tool remains stable and responsive under pressure.
  4. Real-Time Issue Detection and Proactive Alerts
Razor provides real-time monitoring and proactive alerts for any performance issues within the agent desktop applications. By identifying slowdowns or connectivity issues as they occur, Razor enables your IT teams to address problems immediately, minimizing disruptions and ensuring agents always have a fully functional workspace. This proactive approach helps maintain consistent performance, even during peak conditions.
  5. Seamless Integration Testing for System Updates and Migrations

With Razor, you can simulate the impact of system updates or migrations on agent desktop tools, ensuring compatibility and performance are maintained across the environment. Our testing validates that all applications work together smoothly, helping you avoid disruptions and maintaining agent productivity through transitions.

What we Measure:

Agent Login/Logout Time

2-Way Call Quality MOS/Latency

Screen Pop Information

Agent Login/Logout Capacity

Skills Routing

Disposition/Wrap up

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The Risks of Not Conducting
Peak Time Readiness Testing

1. Slow Response Times During Peak Periods

Without proper testing, agent tools may become slow or unresponsive under peak conditions, leading to longer handling times and customer dissatisfaction.

2. Inconsistent Access to Critical Applications

If access to essential systems is unstable or slow, agents may be unable to resolve customer inquiries effectively, causing delays and negatively impacting the customer experience.

3. High Operational Costs from Inefficient Resource Use

Without insights into resource utilization, organizations risk increased operational costs due to inefficiencies and unoptimized systems. This can lead to resource strain during peak periods, further impacting performance.

4. Disruptions from System Migrations or Updates

Rolling out updates or migrating platforms without comprehensive testing can disrupt agent workflows. Compatibility issues or application failures can result in significant downtime and hinder customer service delivery.

5. Increased Agent Churn Due to Frustration

Agents frustrated by slow or unreliable tools are more likely to seek alternative employment. High agent turnover not only affects productivity but also increases recruitment and training costs.

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What Our Customers have to say:

“We were able to simulate peak load conditions”

“With Razor’s Virtual Agent Technology, we were able to simulate peak load conditions that replicated real agent behavior. We identified and resolved several bottlenecks, ensuring our agent tools are ready for even the busiest periods.”

— John M., Operations Lead

“We’ve been able to test and validate every update before rolling it out to our agents.”

“Since using Razor, we’ve been able to test and validate every update before rolling it out to our agents. Razor’s thorough integration testing has made our system migrations smooth, keeping our agents productive without any downtime.”

— Emma L., Head of IT Operations

Why Choose Occam?

Innovation

At Occam, we’re always integrating the latest AI and machine learning advancements into Razor, ensuring you’re equipped with cutting-edge contact center technology.

Reliability

Known for our reliability, Occam has a longstanding reputation for enhancing system performance with Razor and swiftly resolving issues to minimize your downtime.

Customer Focus

We tailor Razor solutions to meet
your specific needs, actively
incorporating your feedback to
enhance your customer service
capabilities.

Cost Saving

Implementing Razor can significantly cut your operational costs through automation, reducing the need for manual testing and effectively preventing costly downtimes.

Seamless Integrations

Razor integrates seamlessly with leading contact center platforms, enhancing your existing infrastructure without the need for extensive modifications.

Choosing Occam and Razor

Means partnering with a team committed to your success, helping you navigate the challenges of today’s dynamic contact center environment

Want to know more about how Occam can help you enhance your contact center operations?

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For contact centers, delivering a high-quality customer experience depends on the performance and reliability of agent desktop tools.

Razor’s robust suite of testing, monitoring, and simulation tools ensures that your agent desktops are prepared to handle peak demand, with applications that remain responsive, stable, and efficient. With Razor Virtual Agent Technology and continuous performance insights, you can provide your agents with a dependable desktop environment, empowering them to deliver exceptional service under any conditions.

Let Razor be your assurance that your agent tools are ready to support your team, even during the busiest times.